Stellantis Enterprise Lead Management at Scale
Lead Management for the third largest Motor Manufacturer for Stellantis
Client:
Stellantis
Scope:
Integrated Enterprise Lead Management
Year:
2025
Stellantis South Africa
Multi-brand automotive OEM operating across diverse passenger and commercial vehicle marques, each with distinct dealer networks, lead behaviours, and conversion dynamics.
The Challenge
Stellantis South Africa required a centralised, performance-led lead management operation capable of supporting multiple vehicle brands while maintaining dealer-level accountability, rapid response times, and measurable conversion outcomes.
Key challenges include:
Fragmented lead handling across brands and dealer networks
Inconsistent follow-up and ageing of high-intent leads
Limited visibility across Salesforce, contact-centre activity, and agent performance
Need for scalable governance without compromising brand nuance
The CXG Solution
CXG was appointed to design, operate, and optimise Stellantis South Africa’s end-to-end lead management ecosystem, spanning people, process, and technology. Our solution brings together:
1. Centralised Lead Orchestration
Single operational framework supporting multiple Stellantis brands
Standardised lead lifecycle governance without “one-size-fits-all” brand handling
Clear ownership from lead creation
2. Salesforce-Led Funnel Control
Salesforce used as the system of record for all leads and opportunities
Lead routing, status tracking, and follow-up logic aligned to OEM and dealer requirements
Month-on-month visibility into lead ageing, dealer responsiveness, and conversion movement via our UCaaS as a Service Platform
3. QContact-Powered Contact Centre Execution
Real-time lead engagement via inbound and outbound call handling
Integrated QContact data to validate actual agent activity vs CRM status updates
Accurate measurement of call attempts, contact rates, and follow-up effectiveness
4. Agent Performance & Quality Governance
Daily and monthly agent performance tracking
Conversion-focused coaching using real operational data
Clear accountability across response times, call volumes, and lead outcomes
5. Dealer Enablement & Transparency
Clean, structured dealer handovers
Improved trust through consistent follow-up and status accuracy
Data-driven conversations between OEM, CXG, and dealer partners
The Impact
While respecting commercial confidentiality, the programme delivered measurable operational improvements across every layer of the funnel, including:
Faster first-contact times on new leads
Reduced lead leakage and stale opportunities
Improved alignment between Salesforce data and actual contact-centre activity
Clear performance visibility by brand, agent, dealer, and time period
A scalable operating model capable of supporting future brand growth
Most importantly, Stellantis gained confidence that every lead is treated as a revenue opportunity not just a CRM record.
Why CXG
CXG is trusted with complex, high-value lead environments because we operate at the intersection of:
Customer Experience
Sales Enablement
Operational Governance
Technology Execution
We don’t just “manage leads.” We protect, accelerate, and convert them.