The challenge: valuable leads were arriving when nobody was watching
More and more automotive leads arrive outside traditional office hours: evenings, weekends, and late at night, when customers are researching their next vehicle from the sofa. For Pala Group, a multi-rooftop BMW/MINI dealer organisation, that created an important operational blind spot. Sales management could see how many leads entered the funnel, but not what happened to them once the dealership closed. Were branches responding quickly the next morning? Were some salespeople proactively picking up leads in the evening? Which locations consistently reacted fastest, and which ones allowed warm opportunities to cool down overnight? Without a dedicated reporting layer, there was no reliable way to compare behaviour between branches, coach teams on responsiveness, or quantify the business impact of after-hours engagement.
"We knew leads were coming in outside office hours. What we didn't know was which branches were already acting on them, and which ones were leaving opportunities untouched until the next day."Bart Pellis, Marketing Manager, Pala Group
Pala Group needed more than another KPI. They needed a practical, definition-driven view that reflected how their dealerships actually operate, surfacing meaningful differences in behaviour, responsiveness, and ownership, without forcing teams into yet another system.
The solution: a purpose-built Out-of-Hours intelligence layer
WEBSOLVE extended Pala Group's existing Sales Dashboard with a dedicated Out-of-Hours reporting module. Built around a clear operational definition of "out-of-hours", the dashboard gives management a real-time view of how leads are handled when the showroom is closed. With the new dashboard, Pala Group can:
- See exactly how many leads are received outside office hours, both per branch and across the entire group.
- Track how many leads are actively claimed outside office hours, showing where sales advisors engage immediately instead of waiting until the next day.
- Distinguish between proactive claims (a lead arrives and is picked up after hours) and delayed claims (a lead arrived during office hours but remained untouched until later).
- Drill down into individual leads, including claim timing, responsible salesperson, and branch-level performance.
- Analyse trends across custom date ranges, with quick presets for 7, 30, 90, and 365-day periods.
- Apply secure role-based scoping, ensuring managers only see the branches relevant to their organisational level.
Results: from assumptions to actionable insight
Once the Out-of-Hours dashboard went live, Pala Group gained a completely new level of visibility into lead responsiveness and branch behaviour.
One centralised view of every lead received or claimed outside office hours, across all branches.
A clear distinction between teams actively responding after hours and leads that slipped through during the working day.
Managers can drill down into individual leads, response times, and salesperson activity per location.
Group management sees the network-wide picture, while branch managers automatically see only their own data.
The business impact: visibility that changes behaviour
- More coachable sales teams: Performance discussions are now based on measurable behaviour instead of assumptions or anecdotal feedback.
- Faster lead engagement: By making responsiveness visible, branches are encouraged to act while customer intent is still high.
- Healthier internal benchmarking: Branches can compare performance across the group, creating positive accountability and operational focus.
- Rapid delivery with immediate value: From initial conversation to production-ready dashboard in just one week, followed shortly after by advanced drill-down functionality.
Final thoughts
The Out-of-Hours dashboard demonstrates what becomes possible when dealership data is translated into operational intelligence instead of static reporting. By embedding the solution directly inside the environment sales teams already use every day, Pala Group gained immediate visibility into a critical part of the funnel, without introducing extra complexity. For dealership groups, NSCs, and OEMs, this is exactly where WEBSOLVE creates value: turning fragmented behavioural data into clear, actionable insight that improves responsiveness, accountability, and ultimately revenue.
"What stands out about WEBSOLVE is the pace. We described what we wanted to see on Monday, and by the end of the week we were looking at our own data in a working dashboard."Bart Pellis, Marketing Manager, Pala Group