Route new-vehicle enquiries by stock at the nearest site
ApprovedLive from Mon 7 Sep 2026
Decision
Which site and team answers each new enquiry, and how fast
Logic
routing-logic v3.2 · rule 7Yours, versioned
Data used
Enquiry form (model, postcode), stock list (hourly), site hours
Why
Enquiries for in-stock models were going to the central team, which then passed them to a site.
Alternatives
Route by postcode only; route by sales capacity. Both tested; postcode only sent more enquiries to sites without stock.
Accountable
Head of Sales Operations
Review
Each quarter, or when a site opens or closes
Decision record · DR-0142
01Test evidence
Median reply time fell from 50 to 28 minutes across the 12 sites during the test.
Site
Enquiries
Routed by the logic
Median minutes before
Median minutes during
Share routed
North branch
1,240
1,198
38
22
96.6%
East branch
1,610
1,571
44
26
97.6%
West branch
880
851
51
31
96.7%
All 12 sites
8,120
7,860
50
28
96.8%
· Enquiries routed and median minutes to first reply, by site, in a four-week test against the current process. n=8,120 enquiries across 12 sites, four weeks to Fri 4 Sep 2026. Source: CRM enquiry history, read [date]. Example data: Example Co. is fictional.
02Trace
Rule drafted and tested on eight weeks of past enquiries
Test started alongside the current process
Test ended; results above
Approved and published by the Head of Sales Operations