BMW Krishna Automates Lead Follow-ups with Centelli — Elevating CX, Conversions
BMW Krishna Automobiles is an authorised dealer for BMW cars and motorcycles (BMW Motorrad) in the Indian cities of Chandigarh and Ludhiana. Renowned for delivering premium sales and service experiences, the dealership offers a wide range of BMW vehicles, accessories, and riding gear. Its team emphasizes customer satisfaction, ensuring personalized service aligned with the brand’s global standards.
About Krishna Automobiles
BMW Krishna Automobiles is an authorised dealer for BMW cars and motorcycles (BMW Motorrad) in the Indian cities of Chandigarh and Ludhiana. Renowned for delivering premium sales and service experiences, the dealership offers a wide range of BMW vehicles, accessories, and riding gear. Its team emphasizes customer satisfaction, ensuring personalized service aligned with the brand’s global standards.
The Challenge
BMW requires all customer enquiries or leads to be followed–up within strict timelines to preserve its reputation for superior service. At Krishna Automobiles, sales staff managed follow-ups manually using a Lead Management Sheet. Updates to the CRM were often delayed; communication was inconsistent, and opportunities were sometimes missed.
The gaps included:
Delays in updating CRM from the manual sheet
Missed follow-up timelines due to inconsistent communication
High manual effort in tracking leads and sending reminders
Risk of errors or omissions during data entry , Lack of real-time visibility into engagement status
Manual follow-ups risked missed leads and brand-standard breaches.
Our Solution
Centelli automated the entire lead follow-up process by replacing the manual Lead Management Sheet with a Google Form for real-time data capture. A Digital Worker retrieves submissions instantly, updates the CRM, and triggers a predefined sequence of customer communications: Immediate welcome email or WhatsApp message after lead submission , Automated follow-up reminders at 24 hours and 3 days for non-responsive leads , Test drive reminders sent 24 hours before scheduled appointments
Automation enables seamless, trackable, and timely customer communication.
Our team addressed multiple challenges along the way:
Ensuring smooth integration between Google Forms, CRM, and communication platforms
Mapping the manual workflow accurately to avoid missing critical steps
Managing variations in data entry formats from different sales staff
Strictly aligning automated communication with BMW’s SLA requirements
Results Delivered
Our RPA solution eliminated delays, ensured 100% adherence to BMW’s follow-up timelines, and transformed customer engagement. With CRM updates now in real time, Krishna Automobiles delivers consistent, error-free communication that enhances customer satisfaction and strengthens brand alignment.
Key measurable results:
~600 enquiries processed every month
Key measurable results:
Saving 12–16 staff hours daily — equivalent to 2 FTEs.
Key Takeaways
Automatic lead data capture and instant CRM updates
Consistent, on-time follow-up for every customer lead
Real-time visibility into engagement and status
Less stress for staff with automated SLA compliance
Significant improvement in lead conversion rate
Digital Worker ensures zero missed customer follow-ups — and less stress for staff.
BMW Krishna Automates Lead Follow-ups with Centelli — Elevating CX, Conversions
The lack of real-time invoice data limited our ability to constantly monitor our financial standing. Thanks to our digital worker’s nightly synchronization, we now have immediate visibility into our cash flows and business’s financial health.