Sell more, serve better and win repeat buyers — from showroom enquiry to delivery, service and AMC renewal, on one platform
Office24by7 runs the whole customer-acquisition and engagement lifecycle on a single record — campaign spend, every conversation, the showroom visit, the quote, the order, the complaint, the AMC renewal and the referral. Nothing is lost between marketing, the showroom floor and the service desk — and it stays alongside your POS, never buried inside it.
Auto dealerships · consumer durables & electronics · furniture & big-ticket D2C showrooms · multi-store chains · two-wheeler, appliance and modular brands
DPDP compliant, with India-only data residency and consent recorded as evidence · DLT / WhatsApp channel compliance · works alongside your existing POS and billing systems
One record per customer, moving through the funnel — the same journey the fourteen steps below describe. Illustrative data.
One platform, tuned to your kind of retailer
The lifecycle is the same; what changes is the product, the exchange-and-finance route and the language. Here is what shifts for each.
Auto & two-wheeler dealerships
Test drives, exchange valuation, finance and EMI, RTO and delivery, and service & AMC that compound into the next sale.
Consumer durables & electronics
High-velocity walk-ins and marketplace leads, demos, exchange and EMI, delivery & installation scheduling, and warranty renewals.
Furniture & big-ticket showrooms
Considered, quote-led buying: configuration, indicative quotes with a validity clock, and delivery & installation as a tracked workflow.
Multi-store chains & D2C
Many stores and product lines at scale, role-based access per store, and one funnel and one report across the whole network.
Three places every showroom loses customers and money
Spend you cannot trace to a sale
The hoarding, the newspaper insert, the radio spot and the marketplace listing all produced enquiries. Nobody can say which produced customers, so the same budget gets repeated next quarter on faith.
A showroom floor buried in walk-ins nobody logged
Missed calls at lunch, after-hours enquiries lost, quotes given verbally and forgotten — while a serious buyer waits two days for a call back and books at the dealership down the road.
Everything after the sale run on memory
Deliveries and installations chased over WhatsApp. Service reminders that depend on someone remembering. AMC renewals assumed rather than worked. The happiest customer on the floor never asked for a referral.
One connected flow: Marketing → Pre-sales → Sales → Post-sales
Four phases on one record, with two layers woven through every one of them — Communication and Support — and a loop that feeds the next Marketing cycle.
Marketing
Get enquiries in — tracked, and clean · Steps 1–3
Your in-store promoters, mall & event activation teams and field reps collect prospective-shopper data from outside the store — mall activations, exhibitions, exchange melas and corporate tie-ups. Every record is de-duplicated and validated, then assigned to the tele-calling desk for outbound calling — an offer or a showroom-visit invite. The promoter, the activation and the source are stamped on each record, so promoter productivity and cost per purchase are measured per promoter, per activation and per store.
Pre-sales
Qualify and route into a real showroom visit · Steps 4–6
Sales
Convert the enquiry into a purchased customer · Steps 7–11
Post-sales
Keep them, renew them, and be referred · Steps 12–14
Tap any step to see how it works. The handover is the completed purchase — the record changes role, not hands.
What each step actually does
Fourteen steps across the four phases. Click any step to expand it — or open one straight from the flow above.
Marketing
Get enquiries in — tracked, and clean · Steps 1–3
1Attract and track
Every campaign, every marketplace and every hoarding gets its own way in — a tracking number, a QR code, a coded link or a vanity keyword. A hoarding near the catchment gets its own number so the location can be judged. A marketplace listing gets its own lead endpoint so the platform can be judged. Digital spend arrives by API; print, outdoor, radio and event spend is entered against the order. And Marketing runs two ways: inbound enquiries that come to you, and outbound sourcing where your promoters and activation teams gather shopper data from outside — mall activations, exhibitions, exchange melas and corporate tie-ups. Inbound or outbound, every source is tracked before a rupee is spent.
- ✓Campaign, placement and creative structure, so reporting goes deeper than ‘Google is working’
- ✓Tracking-number pools, dynamic QR codes you can repoint without reprinting, coded short links
- ✓Promoter & activation sourcing tracked per promoter, per activation and per store — field effort is measured, not guessed
- ✓Spend against results per placement — cost per enquiry the same week the campaign runs
2Capture everything, in one place
Web forms, missed calls, IVR, WhatsApp, in-store QR scans, the walk-in register, marketplace lead handoffs, loyalty sign-ups, bulk uploads and referral submissions all land in one inbox with the source stamped on arrival. This is where the two flows meet: inbound enquiries arrive on their own, and the outbound promoter lists your activation teams collect at malls, exhibitions and exchange melas are uploaded in bulk, de-duplicated against existing records, validated, and assigned to the tele-calling desk for outbound calling — an offer or a showroom-visit invite — through the same inbox and the same gate.
- ✓Missed calls become enquiries with a callback task and an acknowledgement message
- ✓In-store QR and walk-in capture works on mobile, including where the network does not
- ✓Promoter-collected lists uploaded, de-duped and assigned to the tele-calling desk for outbound calls
- ✓Source is locked at creation, so a later click can never erase the campaign that started it
3Validate before anyone spends time
A gate at entry checks completeness, number format and duplicates. What fails goes to a correction queue owned by the person who supplied it, not to the desk that has to work it. Repeat customers and household members are linked rather than duplicated.
- ✓Junk and incomplete rows never enter the funnel
- ✓Duplicate merge and household linking, so one customer is one record across purchases
- ✓Data quality by source becomes visible, which changes vendor and marketplace conversations
Pre-sales
Qualify and route into a real showroom visit · Steps 4–6
4Qualify at the desk
A verification call or floor conversation captures what routing needs before an advisor spends real time: the need as the customer describes it, the product line and variant of interest, budget, timeline to buy, whether there is an exchange, the finance-versus-cash route, and the preferred store, channel and language. This is qualification, not pressure — the advisor still earns the sale.
- ✓The essentials captured once — qualified is a checklist, not an opinion
- ✓A fixed disposition list, a reachability ladder across calling windows, and recordings on every call
- ✓Every ‘not now’ exits to a named resting state with a follow-up date — bought elsewhere, deferred, budget gap, waiting for a new model
5Assign the right advisor / store
Routing on product line, location, language and current load, so the customer speaks to someone who can actually help them, in the language they prefer, at the store they can reach.
- ✓Advisor 360 view opens with the need, the recording and the finance route already on it
- ✓No customer is asked the same questions twice
- ✓Load balancing that holds up in a weekend showroom rush
6Consult and demo
The advisor runs the product demo or test drive, walks the options and configurations, and shares a quote. For a big-ticket buy, comparison and cost sit here. Objections and concerns are logged against a fixed list so patterns become visible instead of anecdotal.
- ✓In-person, phone or video demo, with reminders to everyone who needs them
- ✓Objection intelligence: which concerns — price, model, finance, delivery time — cost you the most customers
- ✓A dated next step before the record can be left alone
Sales
Convert the enquiry into a purchased customer · Steps 7–11
7Run the showroom visit or test drive as an event
Booked, reminded, hosted, attended, followed up. The measure is visits and test drives that happened, not appointments booked — because a booked slot nobody chased is how the funnel flatters itself.
- ✓Slot booking with advisor and vehicle or demo-unit allocation, and arrival marking
- ✓Same-day call and rebook on a no-show
- ✓Post-visit feedback captured while it is still fresh
8Quote and configuration without the chasing
The cart or quote, the exchange valuation and the finance or EMI options run as a workflow that holds the booking until the file is complete. The chasing is done by cadence, not by a person remembering. Documents for exchange and finance are collected on the channel the customer uses.
- ✓Pending-document reminders with an upload link, on the channel the customer uses
- ✓Exchange valuation and finance/EMI options recorded against the quote, with status per document
- ✓Payment or finance route captured as a field, because cash, EMI, corporate and exchange routes behave differently
9Approval and finance
Finance applications route to the lender or in-house desk with status tracked; the platform carries the application, the exchange valuation and the documents — it never approves a finance case, a discount or a price on its own. Discounts route through an approval matrix with a full audit trail. A person decides, and the trail shows who.
- ✓Finance status tracked end to end, with reminders on pending documents
- ✓Discount approval with amount, reason, approver and decision recorded
- ✓No automated approval of any kind — the AI drafts and checks paperwork, a manager decides
10Order, booking and payment
The quote carries a validity clock. Discounts and exchange offers route through the approval matrix. Booking, advance and payment links go on every touch. When validity expires, the held stock or delivery slot releases and a follow-up opens instead of the record sitting blocked.
- ✓Discount and exchange approval with amount, reason, approver and decision recorded
- ✓Quote-chase cadence to the customer before expiry
- ✓Stock and delivery-slot holds, so an over-committed line redirects demand instead of wasting it
11Purchased — the same record, converted
The completed purchase or booking is the handover. The enquiry becomes a customer in place: contacts, consents, documents and the entire conversation history carry forward, and the order is written back to your POS and billing systems so nobody types it twice.
- ✓Zero re-keying between the showroom floor and the billing system
- ✓Source ROI closed out — cost per acquired customer by campaign, marketplace, hoarding or referral
Post-sales
Keep them, renew them, and be referred · Steps 12–14
12Onboard, fulfil and serve
Delivery and installation scheduled with owners and due dates. Invoices reconciled against the order. Payment or EMI schedules with reminders and a human escalation ladder. Warranty and AMC registered on delivery. A service desk with categories, an SLA clock and escalation to the store and regional manager.
- ✓Delivery and installation slots booked, reminded and confirmed on the customer’s channel
- ✓Pre-due reminder, due-day message, then advisor, store manager, regional manager, management — each with an owner and a window
- ✓Warranty and AMC registered, and customer complaints stop dying in WhatsApp groups and start carrying a clock
13See the drop-off coming
No repeat purchase, lapsed loyalty, a service due date passing and open complaints combine into one risk band that always shows its reasons. This is an engagement signal, not a guess. A win-back cadence attaches to it: advisor call, offer, service reminder, a check-in from the desk.
- ✓Risk with reasons, never a bare number
- ✓The intervention and its outcome recorded, so you learn what actually brings a customer back
- ✓Management sees how many customers are lapsing and what is being done about each one
14Retain, renew and be referred
The next service, the AMC renewal and the upgrade are worked, not assumed — a renewal pipeline with owners and stages opens before each is due. Household members arrive through the household link with data pre-filled. Loyalty and corporate accounts stay worked. Every referral carries attribution back to the customer or family that sent it.
- ✓Missed-renewal reasons captured, so the pattern is fixable
- ✓Loyalty, repeat-purchase, AMC and referral pipelines worked deliberately rather than by luck
- ✓Referral cost per acquired customer — almost always the lowest number on your marketing report
Even the hoarding can be measured
… provided the tracking asset — a code, a number, a QR — is on the creative before it goes out.
| Group | Sources | How each is tracked |
|---|---|---|
| Paid digital and social | Meta, Google, YouTube, regional platforms, influencers | Lead payloads with campaign, ad set and creative IDs; coded links; click-to-WhatsApp reference codes |
| Organic and owned | Search, website, Google Business Profile per store, WhatsApp, email, SMS, RCS, push | Tracking numbers on each profile, coded links per send, form-to-campaign mapping |
| Marketplaces and aggregators | Amazon, Flipkart, auto and appliance listing portals, price-comparison sites | One lead endpoint and one tracking number per marketplace or portal, commission recorded as spend |
| Print and broadcast | Newspaper display and insert, magazine, TV, radio, cinema | A tracking number and QR unique to the publication, edition, channel or slot; a spoken keyword for radio |
| Outdoor and local | Hoardings, bus and auto branding, store-front signage, pamphlets in the catchment | One number and one QR per site or distribution zone — so the location itself is the campaign |
| In-store and events | Walk-in register, in-store QR, mall activations, expos, road shows, exchange melas | Store or venue as the placement; walk-ins, demos and conversions measured per event |
| Loyalty and referrals | Loyalty sign-ups, customer referral, corporate tie-ups, staff referral | Referral codes and links with attribution to the referring customer or family; a loyalty ID that recognises repeat customers |
Three rules the page states plainly
- One tracking asset per creative per placement. A number reused across two hoardings measures nothing.
- Source is locked when the enquiry is created. Later touches are recorded as assisting, never as replacements — otherwise awareness media gets written off for work it did.
- What cannot be tracked directly is reported as modelled contribution, in a separate column, clearly labelled as an estimate.
The trap this catches: a marketplace or hoarding with the lowest cost per enquiry and the highest cost per purchased customer is the most expensive source you have — and usually the one being scaled.
Built on Lead Tracker, Visitor Tracker and Digital Marketing.
One layer, every channel your customers use
The Communication layer runs across Marketing, Pre-sales, Sales and Post-sales — both ways. It sends (campaigns, reminders, the quote-and-booking chase, receipts and delivery updates on consent) and it answers (the conversational bots below), all on the same channels, opt-in and DLT-compliant by default.
The conversational front line
Voice bot for the calls you miss
After-hours and missed calls are answered, and test-drive, delivery and service-reminder sweeps run at scale — in the customer’s language. It always says it is automated, and it never quotes an unapproved price.
- ✓Missed-call and after-hours enquiries answered and logged, source stamped on arrival
- ✓Test-drive, delivery-slot and service-due reminders dialled at scale
- ✓Speaks Hindi, Telugu, Tamil, Kannada, Marathi and more — the customer chooses
- ✓Every call recorded, transcribed and summarised onto the record
Hands to a sales advisor the instant price, finance or a complaint comes up.
Explore the Voice bot →WhatsApp bot that follows the rulebook
The channel customers actually read. Opt-in enforced, approved templates and session windows honoured — with test-drive buttons, document uploads, payment links and delivery updates in the thread, and an advisor able to take over mid-conversation.
- ✓Click-to-WhatsApp campaign references captured for attribution
- ✓Quote, brochure and EMI options delivered with confirm buttons
- ✓Exchange documents uploaded and booking advance paid inside the chat
- ✓Delivery, installation and service updates delivered on consent
Your advisor takes over the same thread without losing a word of history.
Explore the WhatsApp bot →Chat bot grounded in your own content
On your website, answering from your approved catalogue, prices and stock — not invented. It captures the enquiry inside the conversation and passes a full transcript to an advisor when it should.
- ✓Answers grounded in your approved catalogue, prices and offers, with the source shown
- ✓Captures name, product interest and contact without a separate form
- ✓Knows live stock and store availability from the record
- ✓Books the showroom visit and takes the exchange document upload in the chat
Escalates to a sales advisor with the whole transcript attached — the customer never repeats themselves.
Explore the Chat bot →Used at every phase — capture and campaigns in Marketing, reminders and calls in Pre-sales, the quote-and-booking chase in Sales, and the service bot in Post-sales. Cloud telephony with tracking-number pools, click-to-call, missed-call capture and voice broadcasting sit behind it. See Omnichannel Communication.
A service desk that carries a clock
A question at enquiry, a spec query during the quote, a delivery, installation or warranty issue after — every request from any phase becomes a ticket with a category, an owner and an SLA, and a clear escalation ladder when it needs to move. Complaints stop dying in WhatsApp groups.
- ✓Categories, priorities and owners on every request — nothing stays a loose message
- ✓An SLA clock on each ticket, with breach alerts before it is too late
- ✓A customer-visible status portal, so ‘where is my delivery / installation / refund?’ answers itself
- ✓The WhatsApp service bot deflects delivery, warranty and routine requests first
- ✓CSAT and feedback captured on resolution, so service quality is measured, not assumed
- ✓A knowledge base the bot and the desk answer from — one source of truth
Escalation runs help desk → sales advisor → store manager → regional manager → management — each with an owner and a window. Runs on Ticketing with a Customer Portal.
AI that proposes. Your advisors and managers who decide.
AI is one of the three layers woven through the flow — it assists at ten of the fourteen steps, flagged with the AI marker above. Communication and Support are the other two, each with its own section. It reads and writes the busywork and tells you what is coming — and it never approves a discount, a price or a finance application on its own.
Comprehension — the busywork, read and written for you
The reading, typing and matching that used to eat an advisor’s day.
Document intelligence
Exchange papers, IDs, income and finance documents are read the moment they are uploaded — fields extracted, name and details checked against the enquiry, expiry and blur flagged. The file completes faster and the advisor verifies instead of typing. It reads paperwork; it never approves a finance case.
Call summaries and disposition
Every sales call is transcribed, summarised and its disposition drafted — concerns tagged against your fixed list and the next step proposed. After-call typing drops, and call quality is scored against your own scorecard rather than sampled by hand.
A copilot for the advisor
An advisor asks in plain language — the on-road price of a variant, EMI on a tenure, stock at another store, the delivery lead time — and gets an answer grounded in your approved catalogue and the live record, with the source shown. It drafts the reply; the advisor sends it. It never quotes a price you have not approved.
Duplicate and household resolution
Fuzzy matching links repeat purchases, household members and re-submissions into one record instead of four rows — so spend is never double-counted and one family is never worked by three advisors at once.
Foresight — analytics that say why
Never a bare number. Every score and forecast shows the factors behind it.
Campaign suggestions and ROI
Cost per acquired customer is computed for every placement — campaign, marketplace, hoarding or referral — not estimated. From it the system proposes next quarter’s moves: scale the events that convert, cut the source with the lowest cost per enquiry but the highest cost per purchased customer. It recommends the budget shift with the numbers behind it; your marketing head signs off.
Enquiry scoring, with reasons
Each enquiry carries a score and the factors behind it — source quality, budget, timeline, engagement, finance route — so the floor works the right rows first and can see why. The score is a signal for a person, never an automatic accept or reject.
Footfall and collection forecasts
Where the month’s footfall and bookings will land, and how much of what you have invoiced — cash and EMI — will actually arrive, each with a confidence band, so a shortfall is visible in week two, not discovered at month-end.
Repeat-purchase and churn risk, with its factors
No repeat purchase, lapsed loyalty, a service date passing and open complaints combine into one engagement risk band that always shows its reasons, and a win-back cadence attaches before the customer lapses. It flags disengagement, never a certainty.
Complaint and feedback themes
Service tickets and feedback are clustered on their own, so a systemic problem — a slow delivery from one store, a recurring installation defect, a concern that costs customers — surfaces instead of hiding in a thousand threads.
What the AI layer never does
By design, the AI cannot approve a discount, a price or a finance application, cannot decide an exchange valuation as final, cannot treat an internal score as anything more than a signal, and cannot make a product or offer claim your business cannot evidence — and it tells customers it is automated. Every automated output records the model that produced it and the data it was grounded on. For a retail buyer, stated limits build more confidence than stated capability. See the AI Intelligence Layer and AI Studio.
It works with what you already run
Your POS and billing systems
Stock, order and invoice signals in; enquiry, quote and lifecycle data out. Your billing, inventory and accounting stay exactly where they are.
Advertising platforms
Meta and Google lead capture and spend in; qualified and purchased events pushed back so the platforms optimise for customers instead of form fills.
Communication
Cloud telephony and tracking-number pools, WhatsApp Business, DLT-registered SMS, RCS, email and push.
Response capture
Website forms and landing pages, dynamic QR and short links, chat, in-store self-registration, field mobile app, marketplace lead feeds.
Money and finance
Payment gateway for booking and EMI links; finance and lender handover for applications; accounting handover for media invoices and collections.
Anything else
Open API and webhooks, so a source or system with no native connector still lands in the same funnel.
See all integrations, browse the marketplace, or build your own on the open API.
More than a CRM that stops at the sale
| What matters | Office24by7 for Retail | A generic sales CRM |
|---|---|---|
| Continues after the sale | Delivery, service, AMC, repeat purchase and referral on the same record | Stops at the sale — a separate system runs the rest |
| Marketing spend | Attached to the record — cost per acquired customer is computed | No attribution — ROI stays a guess |
| Built for retail | DPDP alignment, consent and frequency caps by default | Generic consent, compliance bolted on |
| AI | Proposes; your advisors and managers decide — it never approves a discount or price, and every output is evidenced | Black-box scores with no audit trail |
| Your data | Stays with the business when an advisor leaves | Often tied to the vendor or the individual |
Priced to start small and grow with you
Priced per store and by the modules you switch on. Begin with a single-store pilot, then expand store by store.
One store, one product line
- Core funnel & capture
- AI qualification at the desk
- Your five numbers baselined
Multi-store, full lifecycle
- Everything in Pilot
- AI layer, campaign ROI & forecasts
- Integrations & service desk
Retail group or chain
- Everything in Growth
- SSO & advanced security
- Custom apps & dedicated success
Indicative packaging — final pricing is shared after a short scoping call. See plans, estimate your ROI, or talk to sales.
Built for retailers, and for customer consent
Data residency
Your data stays in India, with retention and erasure handling aligned to the DPDP Act 2023.
Consent as evidence
Consent for marketing is recorded as evidence — purpose, channel, timestamp and withdrawal — and honoured across every channel. Ordinary retail data, handled with ordinary care; no special-category data collected.
Channel compliance
DLT-registered SMS templates, WhatsApp opt-in and template approval, unsubscribe honoured, and a single suppression list respected across every channel.
Frequency discipline
Caps applied across call, WhatsApp, SMS and email together, so one customer is never hit by four systems in a day.
Access control
Scoped by store, region and role. A store manager sees their store. Agencies see their own placements and never your customer data.
Records stay yours
The business’s data stays with the business when an advisor or field representative leaves.
Governed on the Security & Access layer — India residency, DPDP alignment and role-based control by default.
What changes, and who it changes for
What you will measure from week one: test drives and demos attended, bookings and EMIs collected on time, cost per acquired customer by source, and AMC renewals secured before lapse.
Every marketplace, hoarding and campaign is tracked by what it actually brings — so dead listings can be cut and budget moved to the sources that convert buyers.
Test-drive and demo no-shows fall once reminders and same-day rebooking run automatically — the floor stops living in a spreadsheet.
A customer’s WhatsApp question after hours is answered, and the advisor picks up the same thread the next morning — one record, no repetition.
We baseline your own numbers on one store in week one — ask us for a reference call with a retailer like you.
Four questions you should be able to answer in ten seconds
What did each acquired customer cost us, by source, campaign, marketplace and referral?
How much of what we invoiced have we actually collected, cash and EMI together?
How many customers are we about to lose to no repeat purchase and lapsed loyalty, and what is being done?
How much of next quarter is already secured — AMC renewals, repeat purchases and referrals?
If answering any of these takes a week of reconciliation, the problem is not reporting. It is that the four answers live in four places.
The questions that decide a retail deal
No. Your POS and billing systems keep billing, inventory, invoices and accounting. Office24by7 owns the enquiries, conversations, quotes, bookings, service and lifecycle around them, and integrates both ways so nothing is entered twice.
Two things. The record continues after the sale — delivery, service, AMC, repeat purchase and referral run on the same record rather than a separate system. And marketing spend is attached to it, so cost per acquired customer by placement is computed rather than estimated.
No. The bots and the AI layer never approve a discount, a price or a finance application, and never decide an exchange valuation as final. They coordinate — demos, quotes, reminders, document upload, payments — and hand any approval to your advisor or manager, who decides on the audit trail.
Yes, when the tracking asset is on the creative — a unique lead endpoint per marketplace, a unique number or QR per hoarding or event. Cost per acquired customer is then computed per source, and what cannot be tracked directly is reported separately as modelled contribution.
Consent for marketing is recorded as evidence under the DPDP Act 2023, access is scoped by store and role, and a single suppression list is respected across every channel. Ordinary retail data, handled with ordinary care.
A focused pilot on one store and one product line, with your five key numbers baselined in the first week so the result is measured rather than asserted.
Download the 14-step Retail playbook
The full customer-acquisition & engagement lifecycle — the two Marketing flows, the promoter & activation network, cost per purchase, and the AI, Communication & Support layers. Tell us where to send it, or book a walkthrough.
Priced per store and by the modules you switch on — see plans or talk to sales.
Start with one store and one product line
We baseline your five numbers in week one, run the flow end to end at a single store, and show you the difference against your own starting point — not against a case study.