CRM platform and 24/7 call center for lead and case management in brick-and-mortar automotive retail.

dealerdesk GmbH

HamburgNew on Amplifa

HamburgLocation of the external service center

15.000+Users of the platform

350+Interfaces (REST API, FTP, email parsers)

About dealerdesk

dealerdesk GmbH is a software provider based in Hamburg offering a CRM and communication platform for brick-and-mortar automotive retail. The platform consolidates leads from all sales channels – email, telephony, website, social media and vehicle marketplaces such as mobile.de and leasingmarkt.de – into a single interface and makes their handling and efficiency measurable. In addition to lead management, the offering includes case management (ticket system for service cases), call tracking, Click2Call, online appointment booking, WhatsApp communication, video chat, lead pre-qualification, marketing automation and legally compliant digital purchase processing. Additionally, dealerdesk operates an external service center based in Hamburg with 24/7 availability 365 days a year: trained agents answer calls on behalf of the dealership, determine customer needs and record all information in the system. More than 350 interfaces (REST API, FTP, email import parsers) connect vehicle management systems, dealer management systems, vehicle marketplaces, banks (leasing and financing returns) and appointment management systems. Customers include car dealerships, automotive groups and caravan dealers such as the Glinicke Automotive Group and Riller & Schnauck. The system processes personal data in a GDPR-compliant manner and offers system training as well as integrated escalation management for unprocessed inquiries.

Site: Hamburg
Processes: Lead Management, Case Management (service cases/ticket system), Call Center / external service center (24/7, 365 days), Call Tracking, Click2Call, Lead pre-qualification, Online appointment booking, WhatsApp communication
Materials: Lead Management, Case Management (Ticket System), External Call Center, REST API / FTP / Email Import Parser, Call Tracking and Click2Call, Leasing and Financing Returns Import, Marketing Automation and Search Agent
Certificates: GDPR-compliant data processing
Industries: Brick-and-mortar automotive retail (car dealerships), Caravan retail, Leasing/Financing, Fleet/Truck, brick-and-mortar automotive retail (car dealerships), Fleet/Truck (Truck1, Truckscout)

01
Lead capture across all channels
02
Automatic assignment and pre-qualification
03
Processing in lead/case management
04
External handling by call center agents
05
Evaluation and sales metrics

Services and Interfaces

CRM

Lead Management

Consolidates inquiries from email, telephony, website, social media and vehicle marketplaces on a single platform.

CASE

Case Management (Ticket System)

Service cases such as tire change, test drive and inspection appointments are logged and completed faster.

External Call Center

Hamburg service center answers calls on behalf of the dealership 24/7, 365 days a year.

API

REST API / FTP / Email Import Parser

More than 350 interfaces to vehicle management systems, DMS, vehicle marketplaces, banks and appointment management systems.

Call Tracking and Click2Call

Traceable logging of incoming and outgoing calls in the customer file.

RÜL

Leasing and Financing Returns Import

Automated processing of return lists for timely contact.

AUTO

Marketing Automation and Search Agent

Supports follow-up on quotes and campaign monitoring.

Locations

Hamburg

Service Center / Call Center and Company Headquarters

Materials: Lead and call management, call center services

Call center agents (24/7, 365 days)
REST API infrastructure
Call tracking infrastructure

Areas of Application

**Lead Management Dashboard**CRM software · Automotive retail

**Communication Platform (WhatsApp, Video Chat)**Customer communication · Car dealership

**Case Management Ticket System**Service organization · Vehicle service

**Call Tracking Overview**Telephony · Sales

Inside the production

Industries

Brick-and-mortar automotive retail (car dealerships)Caravan retailLeasing/FinancingFleet/Truckbrick-and-mortar automotive retail (car dealerships)Fleet/Truck (Truck1, Truckscout)

Additional services

Lead ManagementCase Management (service cases/ticket system)Call Center / external service center (24/7, 365 days)Call TrackingClick2CallLead pre-qualificationOnline appointment bookingWhatsApp communicationVideo chatSearch agentMarketing automationImport of leasing and financing returnsTime management integrationREST API / FTP / email import parsers (350+ interfaces)System trainingDigital purchase processing

Reference customers

Glinicke Automotive GroupRiller & SchnauckHülpert AutomobileAutopark LenzAutohaus KlinkeCaravan Wendt

Data Protection and Service Quality

Customer data is processed in a GDPR-compliant manner; call center agents are internally audited and trained. Integrated escalation management ensures that no inquiry remains unprocessed.

Evidence	Hamburg
GDPR-compliant data processing

History

2019
The Riller & Schnauck Group has been using dealerdesk software in almost all areas since the beginning of 2019.