Sold in the showroom, lost in the drive.
Monday, seven in the morning, the service drive takes in a car whose lease matures in sixty days. The advisor writes the repair order and hands back the keys. Nobody in the store knows a buyer just left. We build the sequence that runs from the lead feed through delivery and back into the drive, on one record.
The same shopper arrives four times, from four feeds.
The OEM feed drops an ADF lead at 9:04. Cars.com sends the same shopper at 10:20 under a work email. The chat vendor opens a third record overnight, and the walk-in gets written on a guest sheet at the desk. Four ups, one buyer, four sources billed. At month end the group pays per lead and cannot state cost per delivered unit by source.
Fixed ops is revenue, not overhead.
Car dealerships — upsWhere an up becomes a delivery, and a delivery comes back.
ADF leads deduped on arrival
Every OEM, marketplace and website lead parsed out of ADF-XML into one record with source, vehicle of interest and stock number intact, so the second submission joins the first instead of starting a rival up.
Deals in the DMS, people in HubSpot
The DMS — CDK, Reynolds, Dealertrack, Tekion — stays the system of record for deals, repair orders and inventory. HubSpot holds the person, the conversation and the campaign. One sync, one owning system per field, written down.
One customer across rooftops
Identity matched on phone, email and VIN across the group, with households kept distinct from individuals, so a buyer at one store is recognised in another store's service lane without silently merging two people.
Every declined recommendation, dated
Declined recommendations off the multi-point inspection become dated, workable records: which ops code, which advisor, what it was worth. Maintenance and recall follow-up runs from those, not from a blast list.
Equity offers on real numbers
Mileage from the last repair order, payoff and maturity from the deal, current book from the appraisal tool. A trade proposal only goes out when the customer's position is positive today.
NPI kept out of marketing
Credit applications, bureau pulls and identity documents stay behind the DMS and the desking tool. Field-level permissions and retention rules so the Safeguards Rule surface never widens to include the marketing database.
One rooftop at a time, then the group.
Walk the store
Two weeks in the store. We sit with the BDC, the desk and the service drive, and trace one lead from the ADF drop to delivery to the first repair order, listing every place it stops.
Set the process
One data model: person, household, vehicle, deal, repair order. Which system owns which field, which direction it syncs, and what a source, a duplicate and a sold unit mean, in writing.
Build and go live
HubSpot architected against the DMS and the lead feeds. Routing by store and shift, appointment confirmation, unsold follow-up, service reactivation, and reporting from cost per lead through to gross per delivered unit.
Turn it over
Managers get the two dashboards they will open at the save-a-deal meeting. Your BDC manager changes routing and cadences without calling us. We stay for the next quarter, not the next decade.
The lease matures while the record sits closed.
A 36-month lease is delivered and marked closed. Maturity date, payoff quote and mileage overage all live in the lender's portal, so the store learns a customer is in market when they walk into another brand's showroom. Maturity, payoff and mileage have to land on the vehicle record on a schedule, with a task that fires before the last payment, not after it.
