How to Use Our Lead Management System as a Navigator

As a Navigator, you’ll play a key role in managing leads, scheduling appointments, and handling customer interactions. This guide will walk you through the essential tasks to help you make the most of the system.

Making a Lead Appear in Appointments

When you’re allocated a lead, you’ll want it to appear in your appointments for tracking and follow-up. Here’s how:

Go to the specific lead.
Add a new appointment by selecting "Add Appointment."
The appointment type will be titled "Other" by default.
You can add further details in the Notes field, such as purpose or any extra information.

Once you save, the appointment will appear in your calendar, helping you stay organized.

Blocking Time for Delivery or RDO

If you need to block out time for an important event, such as a delivery or an RDO (Rostered Day Off), follow these steps:

Go to the Appointments section.
Select "Unavailable Intervals" then "Add Unavailable Interval" to block your time.
Enter the start and end times of the event.

This will mark the time on your calendar as unavailable, so no other appointments can be booked during that period.

Checking if a Walk-in Customer is in the System

When a customer walks in, you can quickly check if they’re already in the system:

Navigate to the Customers tab.
Search for the customer using their name. If you can’t find them, try searching under their partner’s name, as they might be listed under that.

This ensures you don’t create duplicate records and keeps the customer’s history in one place.

Adding a Walk-in Lead

If the walk-in customer isn’t in the system, you’ll need to add them manually:

Go to the Classic Leads view.
Click "Add Lead".
Enter the customer’s details.
Under the Source field, select "Walk-in" to categorize the lead.

Once entered, the lead will now be in the system for further action.

Scheduling a Test Drive

Here’s how to schedule and track a test drive:

Add the test drive just as you would any other appointment by selecting "Test drive" under New Appointment.
The test drive will automatically show up in the assignee’s calendar.
To begin the test drive, go to the Test Drives section under leads.
Click "New Test Drive", select the customer and the relevant car.
Have the customer complete the test drive agreement, and you’re ready to go!

This process ensures everything is tracked from the test drive to the next step in the sales process.

Updating a Lead Status

To keep leads up to date, you’ll need to adjust their status based on your interactions. Here’s how:

On the lead view screen, find the "Status" dropdown.
From the dropdown, you can assign a new status, such as "Contacted," "Converted," "Lost," or others that match the lead’s current phase.

This keeps your lead pipeline clear and helps track progress.

Using the SMS Feature

Communicating with leads via SMS is simple within the system:

When you’re inside a lead’s details, go to the tab labeled "SMS Conversation" at the top.
Click this tab to open a messaging window where you can send and receive SMS messages.

It works just like texting from your phone, allowing quick communication directly through the platform.