Sample readout · fictional example

What you get at the end of an audit.

A shortened example of the readout. The business, people and numbers are made up to show the format. No client information is used.

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Summit Ridge Auto Group

Fictional example Workflow reviewed: internet lead to first appointment

How the work flows today

Lead arrivesWebsite form or third-party site, into the CRM
Auto-replyCRM sends a template email within a minute
AssignmentAfter 6 PM, leads wait for the morning BDC lead to assign them
First callAssigned rep calls and logs the attempt
AppointmentSet in the CRM calendar and confirmed by text

Evidence reviewed

  • 4 interviews: BDC lead, two reps, sales manager
  • CRM export of 30 days of internet leads, names removed
  • Screen-share of the assignment rules and the BDC dashboard
  • Two weeks of the manager's morning huddle notes

The issue: finding 1 of 6

Supporting observations
Evening leads have no assigned owner until the next morning. For 41 of the 112 evening leads in the export, we could not verify timely contact from the records reviewed.
Business impact
If those leads aren't being called promptly, the dealership is paying for leads it isn't working. The gap starts at the assignment step.
Recommended priority
High. It is low cost to fix and affects every evening lead.
Owner and next step
BDC lead names an evening owner and a backup this week.

Limitation: some reps call from their cell phones and log the call late or not at all, so part of the gap may be missing activity logs rather than missing calls. Fix #3 tests this.

Three fixes, ranked

  1. Name an evening owner.One rep per night owns new leads until 9 PM, with a backup. Low cost, starts this week.
  2. Turn on after-hours round-robin.The CRM already supports it. Leads go straight to the evening owner instead of a holding queue.
  3. Log every call in the CRM.Use the click-to-call the dealership already pays for, then compare two weeks of logs to confirm the real gap.

30-day plan

WhenWhatOwner
Week 1Set the evening owner and backup scheduleBDC lead
Week 2Turn on after-hours round-robin; test with a fake leadCRM admin
Weeks 2 to 3Move all calls to click-to-call; check daily in huddleSales manager
Week 4Re-pull the same report and compare to the baselineBDC lead, with JZ

Fictional example prepared by JZ Operations · jzoperations.com · jen@jzoperations.com · (983) 208-4311