INTRODUCTION

Roadway Cars, a Calicut-based dealership specialising in pre-owned vehicles, partnered with OHO Solutions to optimise their business operations. By

leveraging Zoho CRM, the dealership aimed to centralise lead management, streamline workflows, and automate essential processes to enhance operational efficiency and customer satisfaction. This case study highlights how OHO Solutions transformed Roadway Cars’ operations into a structured, scalable, and customer-focused system.

ABOUT ROADWAY CARS

Established in 2021, Roadway Cars has built a reputation for delivering a premium experience in the pre-owned luxury car market. With a passion for classic and exotic vehicles, the dealership ensures that buyers and sellers enjoy a seamless journey from enquiry to post-sale service. Known for their authenticity and artistry, Roadway Cars combines a skilled team and state-of-the-art processes to manage all aspects of vehicle ownership, from sales facilitation to title management and beyond.

CHALLENGES

Roadway Cars faced several operational bottlenecks that hindered growth and customer satisfaction:

1. Fragmented Lead Management:

1. Leads originating from diverse channels, including social media, direct calls, and walk-ins, were not centralised.

2. The lack of a unified system led to delays in follow-ups and missed opportunities.

2. Lack of Structured Workflows:

1. Team members lacked a clear process to guide leads through the sales pipeline, resulting in inefficiencies and lost opportunities.

2. Critical steps like scheduling test drives and processing payments were prone to errors due to manual handling.

3. Handling Unavailable Vehicle Enquiries:

1. Requests for unavailable vehicle models required manual tracking, making it challenging to meet customer expectations proactively.

4. Limited Oversight:

1. Management struggled to monitor the progress of individual deals and ensure timely completion.

2. Financial tracking for payments and balances lacked transparency and real-time updates.

SOLUTIONS

OHO Solutions implemented a customised Zoho CRM solution to address these challenges and enhance Roadway Cars’ operations:

1. Centralised Lead Management

1. Zoho CRM for all lead management tasks, all leads were captured into Zoho CRM.

2. Developed workflows to guide every lead through a structured process, ensuring timely follow-ups and reducing missed opportunities.

3. Automated task creation for test drive scheduling, document collection, and other critical steps, with reminders to ensure team accountability.

2. Customised “Dream Car” Module

1. Created a dedicated module to manage enquiries for unavailable vehicles.

2. Automatically flagged such requests for management, enabling proactive procurement or sourcing of the requested models.

3. Enhanced customer satisfaction by addressing specific needs efficiently.

3. Blueprint for Workflow Automation

1. Designed a step-by-step workflow in Zoho CRM using the Blueprint feature.

2. Ensured every team member followed a consistent process, reducing errors and boosting productivity.

3. Automated transitions from lead to deal once test drive is completed, test drive scheduling, and beyond, aligning with Roadway Cars’ unique processes.

4. Payment Tracking Module

1. Developed a “Payment” module to track payment statuses, including deposits, instalments, and outstanding balances.

2. Provided real-time updates to the team, ensuring accurate financial records and better client communication.

5. Enhanced Reporting and Monitoring

1. Implemented dashboards for managers to track lead progression, deal stages, and financial metrics.

2. Allowed management to make data-driven decisions and monitor team performance in real time.

IMPLEMENTATION

With Zoho CRM fully operational, Roadway Cars experienced a seamless transition to a more structured and efficient workflow:

• The “Dream Car” module proactively addressed requests for unavailable models, enabling the dealership to meet customer expectations.

• Test drive scheduling, document collection, and financial tracking were fully automated, reducing manual errors and improving process efficiency.

IMPACTS

The Zoho CRM implementation delivered significant benefits to Roadway Cars:

1. Centralised Lead Management: By tracking all enquiries in a single system, we improved response times and reduced missed opportunities.

2. Proactive Customer Engagement: The “Dream Car” module enhanced customer satisfaction and loyalty by addressing unavailable vehicle requests seamlessly.

3. Efficient Workflows: Automation ensured every lead progressed smoothly through the sales pipeline, reducing errors and delays.

4. Financial Transparency: Payment tracking provided clarity and simplified financial management for both the team and customers.

5. Higher Close Rates: Streamlined processes and data-driven insights led to improved performance and increased conversion rates.

6. Team Accountability: Automated reminders and structured workflows improved organisation and accountability across departments.

CONCLUSION

Roadway Cars successfully transitioned to a centralized, automated, and scalable system by partnering with OHO Solutions. Zoho CRM has empowered the dealership to enhance operational efficiency, deliver exceptional customer experiences, and achieve sustainable growth in the competitive pre-owned car market.