Enterprise Lead Management at Scale for Stellantis SA

Overview: Stellantis South Africa

Stellantis South Africa is a 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 included:

• 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.

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 through to dealer handover and conversion tracking

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 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

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, and Technology Execution. We don't just "manage leads." We protect, accelerate, and convert them.