AI & voice / CRM · PRIOR PROFESSIONAL WORK

Bringing CRM context into the conversation

Product ownership for a paid virtual assistant connecting dealership calls and texts with CRM records and workflows.

MY ROLE

I was the product owner and project lead. The lead developer owned the technical architecture.

The problem

The product extended an automotive dealership CRM into conversational and voice interactions. It was sold as a paid add on to existing CRM customers.

What I did

Owned product requirements, the overall plan, resources, business logic, CRM field behavior, and conversation use cases.
Provided dealership process knowledge and coordinated the product from concept through launch.
Managed a testing team covering conversation flows, CRM updates, lead creation, appointment scheduling, inventory answers, and salesperson notifications.

How the team used it

Answer inventory questions and schedule sales or service appointments.
Update vehicle purchase information and use existing customer context during conversations.

WHAT CHANGED

Roughly 15% higher sales conversions

Participating dealerships' monthly sales performance compared with their historical performance from prior years. This was an observed comparison, not a controlled experiment.

Launched a paid CRM add on that connected conversational interactions with dealership workflows.

Relevant services

CONNECTED EXPERIENCE

More work to explore.

AI & voice / Customer support

Call routing with the customer context attached

An inbound IVR and AI voice workflow using CRM lookups to improve lead information and human handoffs.

Configured the workflow

Internal CRM · IVR workflows

Implementation / Operations

A better handoff. A faster implementation.

Redesigned the transition from Sales to Implementation so the team could start with the information it actually needed.

Designed the process

Around 60 days to around 30 days

Internal CRM

CRM / Operations

Knowing what the portfolio already pays for

Vendor and software records inside the studio CRM, with simple flags for overlapping capabilities.

Built directly

Internal CRM

Illustrative reconstruction based on the workflow I built or managed. No client data shown.

LET'S MAKE THE WORK EASIER.

A clearer process.
A system that works.

Have a workflow that needs a better way? Start with the work that looks closest to yours.

Explore my project examples

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