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Solution · Sales & marketingFrom any portal, form or classifieds site to the right adviser's Teams card in minutes
Every lead with the right adviser within the hour
Leads from every portal, form and classifieds site are matched across brands, classified and handed to the right adviser in Teams, with an escalation before the importer's clock runs out.
Executive summary
Nine channels, four brands, one receptionist deciding who calls the customer back. The Friday lead waits until Monday.
We design and deliver the routing layer between a dealer group's lead sources and its advisers, on the UiPath Platform and Microsoft 365.
A lead reaches a named adviser in minutes at any hour, and a Friday-evening request is worked by whoever is on the late rota.
the group CRM; the two DMS platforms; the importer portals for contact status
Business problem
Lead management
A dealer group has no single source of leads; it has one per contract and several of its own. Each importer runs a lead tool that pushes configurations and test-drive requests to the dealer and measures the minutes to first contact, because that figure feeds the standards review and the bonus. Around the four portals sit the group's own website forms, two classifieds sites, the telephone and the showroom door, and the person reconciling all of it is the reception assistant at each site, with a rota on the wall.
Three failures repeat. A used-car lead for site A goes to a new-car adviser at site B, because the rota knows people, not stock. A customer who owns brand C and asks about brand A becomes a second record, and two advisers call with two offers. A Friday-evening enquiry is answered on Monday, after the customer has visited someone else.
How it works today
- PersonAt each site the reception assistant opens four importer portals, the website inbox and two classifieds accounts several times a day and copies every new lead into the DMS
- WaitingLeads that arrive after closing or at the weekend wait for the next opening; a Friday-evening request is read on Monday
- PersonThe assistant picks the adviser from the rota on the wall and what she remembers about who is in, and emails the lead
- Risk of errorA customer asking about a second brand becomes a second record in a second DMS; two advisers at two sites call the same person the same week
- WaitingA lead sent to an adviser who is out sits until a colleague notices or the customer calls back
- Risk of errorResponse time is first seen in the importer's monthly report, weeks late, where it counts toward the bonus
Why the current process costs more than it appears
Nobody planned this work; it accumulated.
- Response time is contractual here, not a courtesy: the importer measures it, and a slow weekend is paid for a quarter later on the bonus statement, where nobody connects it to the reception desk.
- Duplicates cost more than tidy data would. A customer who asks about two brands gets two calls, two offers and sometimes two valuations of the same trade-in, and the argument over one commission ends on the sales director's desk.
- Misrouting travels. A used-car lead on a new-car adviser's desk at the wrong site is forwarded twice and answered a day late, while the classifieds site has sent the customer to a second dealer.
Cost of inaction
Leads are paid for twice in this group: once to the channel that produced them and once to the desk that copies them, and the second payment buys a Monday reply to a Friday enquiry. The rows price the second payment only. Left out, honestly, is the lead answered after the customer chose elsewhere, and the response-time component of the bonus, because no manufacturer's scheme is quoted here.
What grows without anyone deciding it is the desk itself: each new contract brings a portal, a login, a rota column and another place where the same customer can be created again.
A plausible organisation with realistic proportions. The figures are there to be recalculated on your data; they are not a client result.
An illustrative dealer group in Poland: four brands (two volume, one premium, one light-commercial) on seven sites in three cities; about 640 employees; two dealer management systems, one group CRM, Microsoft 365 E3.
About 2,900 leads a month across nine channels: four importer portals, three website forms and two classifieds sites; roughly 1,600 new-car, 700 used-car, 350 service and 250 fleet enquiries, about a third of them outside showroom hours.
One assistant per site polls portals and mailboxes several times a day, copies each lead into the DMS and emails an adviser from the rota; portal status is set by hand at the end of the day.
About nine minutes per lead, plus the waiting between polls and over the weekend; the same customer is created twice whenever a second brand is involved.
Robots collect every lead into the group CRM within minutes, match the customer across brands, classify the request, assign an adviser by the sales director's rules, deliver a Teams card with history and a response window, and escalate before the importer's clock runs out.
In the modelled case 435 hours a month of intake work are released, a second-brand enquiry attaches to the existing customer, and the report each importer sends is one the group has already seen. These figures describe a model of this group, not a measured client.
Proposed solution
We design and deliver the routing layer between a dealer group's lead sources and its advisers, on the UiPath Platform and Microsoft 365. Robots collect leads on triggers into a queue in UiPath Orchestrator: from each importer portal, through its interface where one exists and otherwise through the portal screen with a dedicated login per brand; from the notifications that website forms and classifieds sites send to the site mailboxes; and from a reception log in Microsoft Lists for phone and walk-in enquiries.
Before any adviser sees it, the robot establishes who the customer is, searching the group CRM and both DMS platforms by phone, e‑mail, plate, VIN and name, and attaches the existing record instead of creating a new one. Free text goes through UiPath Communications Mining, which labels it new, used, service or fleet and picks out model, preferred site and any trade-in, with a confidence; below the agreed threshold the group lead desk decides. Assignment is deterministic: a table the sales director owns names the first adviser, the second and the escalation channel per brand, site and model line, and the robot checks who is on shift.
The adviser meets the lead in Microsoft Teams: an Action Center card with the enquiry, the customer's history across brands, the response window (an hour in the modelled case) and two buttons, accept or hand back with a reason. A lead nobody accepts inside the window goes to the second adviser, then to the site manager's channel, and the window is set per brand to end before the importer's own measurement does. Once the adviser records the first contact, the robot writes status and time back to the importer portal, so the importer's report and the group's Power BI report show the same minutes.
UiPath Orchestrator queues, triggers and audit; UiPath Integration Service connectors for Microsoft Outlook 365, Microsoft Teams and Microsoft OneDrive & SharePoint; UiPath Communications Mining; UiPath Action Center tasks with due dates and actionable notifications in Microsoft Teams; Microsoft Lists; Power BI
The intake robot per channel, the matching rules, the classification training set, the assignment table, the Teams lead card, the escalation ladder, the importer write-back, the response-time report and the runbook
Importer lead portals, through UiPath Integration Service Connector Builder where the importer offers an interface, otherwise through the portal screen; the group CRM and both DMS platforms through their interfaces or screens; the rota from Microsoft Teams Shifts through Microsoft Graph
How the automated process works
- AutomationEvery few minutes the robots collect new leads from every portal, form, classifieds account and the reception log into the queue, with the arrival time recorded by the source
- AutomationThe customer is matched across brands in the CRM and both DMS platforms by phone, e‑mail, plate, VIN and name, and the existing record is attached
- AutomationCommunications Mining labels the free text new, used, service or fleet and extracts model, preferred site and any trade-in; a read below the confidence threshold becomes a task for the group lead desk
- SystemThe assignment table selects the adviser by brand, site and model line, then by who is on shift; the lead is written to the CRM in the adviser's name and the window starts
- PersonThe adviser receives the card in Teams with the history, accepts and calls, or hands the lead back with a reason; a hand-back is rerouted the same minute
- AutomationA lead not accepted inside the window moves to the second adviser and then to the site manager's channel; once first contact is recorded, the robot writes status and time back to the importer portal
- AutomationThe acknowledgement goes out only on the channel the customer used; the consent ticked on the form is recorded per channel, and anything beyond answering the enquiry waits for it
Human-in-the-loop model
Automation handles
- Collection from every portal, form, classifieds account and the reception log, with the source's timestamp
- Matching across brands, sites and both DMS platforms, with the customer's history attached
- Classification, assignment by table and rota, the window, the escalation ladder, the consent record and the portal write-back
People decide
- Whether to take the lead: the adviser accepts or hands it back with a reason
- Every lead the model or the table cannot place, and any enquiry that reads like a complaint
- The conversation, the offer, the test drive and the trade-in valuation, and the rules themselves, owned by the sales director
Before and after
Systems and integrations
The stack is deliberately short: one engine, one execution layer, one place where a person decides.
Inputs
- four importer lead portals
- three website forms
- two classifieds sites via the site mailboxes
- the reception log in Microsoft Lists
Automation layer
- UiPath Orchestrator
- UiPath Robots
- UiPath Integration Service
- UiPath Communications Mining
- UiPath Action Center
Target systems
- the group CRM
- the two DMS platforms
- the importer portals for contact status
- Power BI
Human touchpoints: the lead card in Microsoft Teams; the site manager's escalation channel; the group lead desk queue in Action Center
Technologies used
collect leads on triggers; queue, time-stamp, retry, escalate and audit every lead
Areads mailboxes and lists, posts escalations, wraps importer and CRM interfaces
Alabels free-text enquiries new, used, service or fleet and extracts model, site and trade-in fields
Athe lead card with accept and hand-back, due dates per brand, the group lead desk's queue
Athe adviser's card and the escalation channels; the reception log and the site rota
Aresponse time, acceptance and conversion by brand, site, channel and adviser, reconciled against importer statements
AIllustrative economic model
Numbers you can check against your own data.
Per lead, the model charges only the desk: nine minutes to open a portal, copy the fields, search the base, choose an adviser and set the portal status. €24 an hour is a fully loaded cost for a reception post in a Polish dealer group. Every figure here describes an illustrative group, not a measured client; the calculator takes your own.
Run the numbers on your data
An illustrative estimate from your own inputs. It models released capacity; it is not a promise of savings.
Business benefits
- A lead reaches a named adviser in minutes at any hour, and a Friday-evening request is worked by whoever is on the late rota
- One customer, one record: the second-brand enquiry attaches to the person who already owns a car from the group, with the history on the card
- Used-car leads go to used-car advisers at the site the customer chose, fleet enquiries to the fleet desk, and service requests hidden in sales channels to a service adviser
- The response time each importer reports is the one the group already saw, and cost per lead by channel becomes a figure, because every lead carries its source and its outcome
The management view
- Response time stops being a number learned from the importer a month late; the sales director sees it by brand, site, channel and adviser the same day
- Assignment rules become a table with an owner and a history instead of a rota on a wall; a change of adviser applies to the next lead
- Escalations before the importer's window make the bonus-relevant measure a managed one, and a site whose leads keep escalating is visible early
Board-level KPIs
Security and governance
Security is designed with the process, not after it.
- Each importer portal is accessed with a dedicated robot login per brand, kept in an Orchestrator credential store such as Azure Key Vault, with read rights plus the one write the process needs: contact status
- Lead text is personal data: it stays in the group's Microsoft 365 tenant, the CRM and an EU-region tenant of UiPath Automation Cloud, and cards carry only the fields needed to act
- Site mailboxes are opened through an application registration limited to those mailboxes, and Orchestrator folders give each site's robots and advisers their own leads only
- The classification model runs under the AI Trust Layer policies, with PII masking and an audit of every model call; answering an enquiry needs no marketing consent; anything beyond it checks the consent recorded per channel, and an objection stops it for every brand
Why now
Response time is measured by every importer in the group's contracts, and the window is the importer's, not the group's; the modelled €10,440 a month of intake work is the smaller cost behind a desk that closes on Saturday afternoon
The market is growing: 597.4 thousand new passenger cars were registered in Poland in 2025, 8.3% more than in 2024, and 411,000 of them by companies and institutions (PZPM and KPMG, February 2026); fleet enquiries are the ones that most often land with the wrong adviser
Every part of this is documented product: Communications Mining reads free-text enquiries, Action Center cards are completed inside Teams, and Connector Builder wraps an importer interface where one exists
Relevant executive roles
The measure every importer uses to judge the group's sales process becomes the group's own, seen first and managed daily
Assignment rules become a table he owns; misrouting and slow sites surface as hand-backs and escalations the same day
The response-time input to the variable bonus is documented per lead, and cost per lead by channel becomes a figure rather than an estimate
Common questions and objections
It routes them to the dealer, not to an adviser at the right site with the customer's history, and it knows nothing about the other three brands. It stays as a source and as the place where contact status is written back.
Accepting is one tap on a card that already shows the customer, the car they own and what they asked for. The clock behind the card changes behaviour: a lead nobody accepts moves to a colleague and the site manager sees it.
Most of it reads like "I'd like to see the new estate, I have a 2019 hatchback to trade in, Saturday at the northern site". Communications Mining returns a label with a confidence; below the threshold the group lead desk decides.
When this is not the right solution
- Groups with one brand and one or two sites, where a shared mailbox and a disciplined rota answer inside the window
- Where advisers are not assigned by any rule, because every lead is negotiated between site managers; a table has to exist before a robot can apply it
A question for the next management meeting
A customer who bought a brand C hatchback from our southern site asks the premium brand's website for a test drive on Sunday: which adviser calls, at which site, after how many minutes, and which of our systems knows both facts today?
Implementation approach
A scope without ambiguity, before anything is signed.
We deliver
- One month of your leads read from every channel: volumes by hour, duplicates across brands, reassignments
- The matching rules and the classification model trained on your enquiries, with the confidence threshold agreed with sales
- The assignment table with the sales director: brand, site, model line, first and second adviser, escalation channel
- The intake robot per channel, the Teams lead card, the group lead desk queue, the escalation ladder and the write-back to each importer portal
- The Power BI response-time report, reconciled monthly against each importer's statement, and a runbook
We need from you
- Three months of leads as they arrived, with the adviser who eventually answered each
- The rota and the assignment habits at each site, including the ones nobody has written down
- A login per importer portal, access to the CRM and both DMS platforms, and one sales director to own the table
Stages
Discovery
Channels, volumes by hour, duplicate share, reassignment reasons and the rota as applied at each site
Design
Matching rules, classification labels, the assignment table, windows and escalation per brand
Build and validation
Intake robots, matching, the Teams card and the importer write-back, then a replay of three months of leads checked by site managers
Go-live and tuning
One brand at one site first, then weekly review of hand-backs and escalations as brands and sites are added
Departmental. Effort follows the number of importer portals and whether each offers an interface, the number of sites and rotas, and how much lead text is free-form.
Importers count your response time in minutes; your reception desk counts it in Mondays.
Send us one month of leads from every portal and form, with the adviser who eventually answered each. You get back a duplicate count across brands, an arrival profile by hour and a first draft of the assignment table.
Route one month of your leads with usThe neighbouring process usually has the same problem
Enquiries wait for someone's Monday sort while a competitor calls the buyer on Tuesday.
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