Multi Rooftop Lead Routing Rules That Hold

Why routing rules break at dealer groups, and how a feed per source per store, distribution lists with rules per rooftop, instant notifications and per store reporting keep the lead at the store the customer meant.

Routing rules at a group rarely fail on day one. They fail on day forty, when a new source is added at one store and lands in the group default queue, when a manager reassigns a lead by hand and the round robin count drifts, when the same customer submits at two rooftops and two salespeople call them within the hour, or when the notification for the north store goes to a manager who left. The rule was right; the plumbing around it moved. This page is about how LeadLocate CRM holds the rule in place by attaching it to the thing that does not move, the lead source itself, and by making every exception visible in a report.

The dealership CRM lead routing rules page explains the general logic of assignment rules, and the BDC lead routing software page covers the case where a BDC sits in the middle. Here we take a group with several rooftops and walk the rules from the moment a lead arrives to the report that proves where it went.

The feed. In Lead Feeds Manager every lead source at every store is its own feed: a label, an intake method (a lead email address, a lead form, a webhook or a CSV upload), an assignment rule, notification settings and an optional first message. A group with four rooftops and six sources each has twenty four feeds, and that is the right number, because it means the west store's third party source and the east store's website never share a rule. Custom source feeds cover the sources no template exists for, and new leads push into the CRM instantly, carrying their feed label into the Leads view.

Attaching the rule to the feed is what makes it hold. When a manager reassigns one lead by hand, the feed's rule is untouched and the next lead follows it. When a new source is added, it gets its own feed with its own rule before the first lead arrives, rather than inheriting whatever the group default was. And when someone asks why a lead went where it went, the answer is on the feed rather than in someone's memory.

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Global lead distribution runs on rules and distribution lists, with routing rules per rooftop. A distribution list is a named group of users, a store's sales floor, its internet team or the group BDC, and each feed's assignment rule points at a list, a single user, or nobody. Within a list, round robin gives each new lead to the next person in rotation the moment it arrives, without a manager touching it. A feed can instead go to one named user, which is how a store routes its own website chat to the internet manager, or sit unassigned for anyone at that rooftop to claim.

Campaign leads arrive with the store already on them. In Leads Manager, the self service campaign builder, each rooftop's zone is drawn in the zone editor, and a lead that submits in that zone is delivered to that store's feed, exclusively, with the prescreening answers captured at the point of submission. Brand offer pages built through Inventory Link do the same for the offers on a store's brand page. Every lead submitted in the zone is delivered; the rule decides who works it, never whether it counts. The Leads Manager page covers the zone side.

Three things, in order, with no one in the loop. The lead lands on the assigned user's Leads view and Workspace. The notification goes out on the emails and numbers that user chose, with a sound alert and an on screen toast in the CRM and the LeadLocate app on their phone, and the store's managers get theirs on their own settings rather than a group wide blast. And the feed's Automated Templates send the first response under that store's name, with Follow Up Processes starting the multi step drip for that lead type. A feed with no assignment triggers unassigned lead automation, so a lead that lands in the overnight queue still gets a first message before a person claims it.

Odd sources get the same treatment. Intake Process Automation is the in house replacement for the third-party automation tools groups used to stitch sources together with, and its intake hook takes a post from any source and drops it into the right feed, which is where most of the routing exceptions at a group used to come from.

It happens every week at a group: a shopper submits on the north store's site on Monday and the south store's on Wednesday, and two salespeople work the same person against each other. Merge duplicates finds the second record and joins it to the first, so the lead has one owner and one communications log, with every call, text, MMS, email and voicemail from both contacts on it. The Customer Profile is one shared buyer record with the co-buyer on it and personal information encrypted, and it is the same record whichever rooftop opens it.

Custom lead statuses, row colors and tags are set per account, so the group defines one pipeline vocabulary and every store's leads read the same way. When a store decides the customer belongs to another rooftop after all, because the unit they want is on the other lot, the lead is reassigned by hand, the change is on the record, and the feed's rule stays where it was for the next one. The trash bin restores anything deleted by mistake.

Calls follow the same principle as leads: the number is the unit. Tracking phone numbers are provisioned per source, so each store's website, each third party listing and each campaign rings a number attributed to that store and that source, and the call lands on the lead with its origin. Call forwarding rings a Forward Calls To list built from the store's own users, business hours routing sends after hours calls where the group decides, and the IVR call flow builder gives each rooftop its own options and uploaded audio. The virtual receptionist switches on or off per store. Every call is recorded with a transcript, and inbound calls show a caller ID name lookup so the salesperson knows who is calling before they answer. Tracking numbers sync into SecureWebX too, so the credit application side sees the same store attribution.

The customer sees the store they contacted, responding fast, from a number and an email domain that belong to that store. The first text carries that store's name, the vehicle attached by the composer's vehicle button is the unit on that store's lot through Inventory Link, and the booking link opens that store's calendar in that store's hours. If they submitted at two stores, they hear from one salesperson rather than two. When they show up, In-Store Now marks them on the lot for that rooftop. None of the routing is visible to them, which is the only acceptable outcome; a customer should never learn that a group has a routing problem.

The Reports dashboard carries activity, company and management reporting, and because every lead arrived on a feed, the reports read by source and by rooftop: leads received, contacted, appointed, shown and sold at each store, from each source. That is the proof. When a store says it did not get its leads, the feed shows what arrived and the assignment shows where it went. When a source at one rooftop underperforms, the lost reason popup shows why those leads were marked lost, and Quality Control Requests show which were reported as bad leads and how the replacement review came out. Call recordings and transcripts settle what was said on the phone.

User Management sets who is a User, a Manager or a Master Administrator, so a store manager sees the store and the group executive sees the group. The multi rooftop website platform page covers the other half of a group's setup, the store sites those leads come from.

Start by listing every source at every store and creating a feed for each in Lead Feeds Manager, with its intake method, its assignment rule and its notifications. Build the distribution lists in User Management from the users at each rooftop. Set each feed's Automated Templates and Follow Up Processes so the first response carries the right store's name. Provision a tracking number per source and set business hours and forwarding per store. Then watch the reports for a week and fix the feed, never the lead, when something lands wrong.

A group that already runs a CRM at some stores can have leads routed into it at no price change; the platform subscription is what receives and delivers them. Every plan is month to month with no long term contract, and current plans are on the pricing page. The LeadLocate CRM page lays out every module involved. Watch the recorded demo, or use the contact page to have a person set the feeds up with you. Any routing case this page does not describe is available on request, our team puts it in production for your dealership.

Can each rooftop have its own routing rules?

Yes. Every source at every store is its own feed in Lead Feeds Manager with its own assignment rule, notifications and first message, and global lead distribution runs on rules and distribution lists per rooftop.

What happens when a manager reassigns a lead by hand?

The lead moves, the change is on the record, and the feed's rule is untouched, so the next lead from that source follows the rule. Rules attach to the feed, not to the lead.

How are duplicate leads across stores handled?

Merge duplicates joins the second record to the first, so the customer has one owner and one communications log across both contacts. The Customer Profile is the same shared record whichever rooftop opens it.

Do campaign leads know which store they belong to?

Yes. Each rooftop's zone is drawn in the Leads Manager zone editor, and a lead that submits in that zone is delivered to that store's feed exclusively, with the prescreening answers captured at submission. Every lead submitted in the zone is delivered.

Can we route leads into a CRM one of our stores already uses?

Yes, at no price change. Leads always require the platform subscription, because it is what receives and delivers them, and they can be routed into a store's existing CRM from there. Plans are on the pricing page.

How do we prove a lead went to the right store?

Every lead carries its feed, so activity, company and management reporting read by source and by rooftop, and the record shows the assignment and every contact. Call recordings and transcripts cover the phone side.

Watch the recorded demo or book a walkthrough with your group's stores and sources. Month to month, no long term contract, and each store's DMS stays exactly where it is.

Prefer to talk right now? Call or text 844-376-2274.