REWORK · CUSTOMER CASE STUDY · MALAYSIA
Three
divisions.
One inbox.
divisions.
One inbox.
"From personal phones and colour-coded spreadsheets to a live, revenue-attributed CRM across 3 divisions."
3
Divisions unified
All lead
Visibility for marketing ROI
TEAM
HN
Hana Nguyen
Customer Success Manager
HZ
Hazel Nguyen
Business Consultant
March–April 2026 · Confidential
AGENDA
01
OVERVIEW
Company & Industry Context
Who is Prestige Carcare Group — 3 divisions, multiple ad channels, and why they needed one system.
02
THE MOMENT
Why Now — Turning Point
Screenshots instead of handoffs. WhatsApp groups instead of dashboards. The team was ready to move.
03
SOLUTION · 3 PARTS
Lead Capture, AI Agent & Pipeline
WhatsApp + Ads connected, AI agent deployed, round-robin assignments — the full live setup.
04
BEFORE & AFTER
Summary — Value After Transition
Google Sheets + personal phones → live CRM with full revenue and marketing attribution.
05
BD TOOLKIT
Selling to Automotive Groups
Key terms, what resonates, and insights for approaching multi-division automotive service businesses.
01 — COMPANY OVERVIEW
Prestige
Carcare
Group
Carcare
Group
Prestige Carcare Group operates three distinct automotive businesses in Malaysia under one management: Prestige Car Care (routine servicing, inspection, mechanical repair), 63 Detailing (car coating, PPF, window tinting), and Direct Buy (used car buying, selling, consignment).
All three divisions were generating inbound leads from Meta Ads, Google Ads, organic social, and used-car marketplaces — but managing everything through personal WhatsApp numbers, colour-coded Google Sheets, and daily screenshot-to-group workflows.
All three divisions were generating inbound leads from Meta Ads, Google Ads, organic social, and used-car marketplaces — but managing everything through personal WhatsApp numbers, colour-coded Google Sheets, and daily screenshot-to-group workflows.
3
Divisions
8+
Users onboarded
~100
Leads/day (peak)
03
WHY MULTI-DIVISION CAR BUSINESSES NEED CRM
01
Leads from Meta Ads, Google Ads, Mudah.my, Carlist.my, and organic social arrived on separate personal WhatsApps. No shared inbox — no attribution, no visibility for management.
02
Direct Buy handoff: Dixon or Kelvin qualified leads, then screenshotted conversations and manually rotated them to 4 salespeople via WhatsApp. No record of who followed up or what the outcome was.
03
Ad ROI was unmeasurable. Spend across Meta and Google could not be tied to revenue outcomes — no way to know which campaign, car model, or service actually converted.
04
63 Detailing: Adam managed 20–30 leads/day using a personal Google Sheet with colour codes and a RM30/yr bulk-message tool. Effective for one person — completely siloed from the rest of the group.
02 — THE MOMENT
Three WhatsApps.
Zero shared
visibility.
Zero shared
visibility.
Three forces aligned at once — the team had tried multiple CRM platforms and found none that fit their multi-division structure. When Rework arrived, the decision was already forming.
天時
Right Timing
Magnum had searched multiple systems: "Previously I go to few systems — cannot apply to our company, that's why I keep searching." Window was open.
地利
Right Problem
Daily WhatsApp group summaries after working hours. Management had zero live view of leads, sources, or salesperson activity during the day.
人和
Right People
Magnum created custom fields before setup was finished — a self-described "Rework Master." Adam had a structured 5-stage follow-up system and was ready to automate it.
04
DECISION → GO-LIVE JOURNEY
00
Multiple CRM platforms tried — none fit
Magnum had been searching for a system that matched Prestige Carcare's multi-division structure. Each platform failed to fit the operation.
01
Project kick-off — all 3 divisions scoped
Hazel and Hana aligned on scope. Separate discovery sessions with each division to map their sales process and exact pain points.
02
Meta Ads + WhatsApp connected — 100% live
All 3 WhatsApp Business numbers synced to Prospector. Meta Ads click-to-WhatsApp live. Lead source tracked per conversation from first contact.
03
AI agent deployed — 63 Detailing + Prestige Car Care
AI qualifies inbound leads, asks for car model and service, replies in EN/BM/CN. Adam requested urgency prompts to accelerate his closing rate.
🚩
GO-LIVE — Full system, all 3 divisions
4,153 leads captured. RM 142,830 revenue tracked. 93 won deals. Revenue by car brand and source live in dashboard.
02 — NEEDS & GOALS
What the business actually needed.
BeforeWHATSAPP + GOOGLE SHEETS + PERSONAL PHONES
AfterREWORK CRM — LIVE ACROSS ALL 3 DIVISIONS
Pain #1
3 separate personal WhatsApp numbers — no unified inbox. Leads from Meta, Google, Mudah.my, Carlist.my, and organic social invisible to management the moment they hit a personal phone.
Pain #2
Direct Buy: Dixon and Kelvin manually screenshotted qualified leads and rotated them to 4 salespeople via WhatsApp. No record of who was assigned, followed up, or what the outcome was.
Pain #3
Management received daily reports in a WhatsApp group after working hours. No live funnel data — no visibility into lead volume, source, or salesperson activity during the day.
Pain #4
Zero marketing ROI data: ad spend on Meta and Google could not be tied to revenue. No attribution by car model, service, or campaign — budget decisions were made on gut feel.
Pain #5
63 Detailing: Adam tracked 20–30 leads/day in a personal Google Sheet with colour codes and WhatsApp Plus (RM30/yr) — effective but siloed, unscalable, and shared with no one.
Solution #1
3 WhatsApp Business numbers in one Prospector inbox, separated by division. All leads from Meta Ads, organic, and direct messages flow into a shared workspace — tagged by source.
Solution #2
Round-robin automation at Direct Buy. Qualified leads auto-assigned to 4 salespeople equally. System notifies the assigned rep instantly — no more screenshots, no more manual rotation.
Solution #3
Live dashboard for Magnum: leads by source, division, and day — visible in real time. Each division head scoped to their own view. Revenue and pipeline tracked continuously.
Solution #4
Full marketing ROI: revenue by car brand (BMW RM46k · Mercedes RM41k · Porsche RM14k) and by source (Organic RM51k · Prestige Page RM36k). Every ad dollar now tied to a result.
Solution #5
63 Detailing: Adam's Google Sheet replaced by Prospector with AI agent handling initial qualification. Same 5-stage follow-up logic — now automated, tracked, and visible to management.
03 — CRM SOLUTION · PART 1 / 3
#1. Lead Capturing — All Sources, One Place.
No more personal WhatsApp. No more Google Sheets. Every lead from every channel flows into Rework — tracked, attributed, and assigned automatically by division.
📢
Meta Ads (FB + IG)
Auto-connected · 595 leads captured
Click-to-WhatsApp ads from all 3 divisions flow directly in. Source ID, ad headline, and source URL tracked per conversation. Enables true campaign ROI measurement.
💬
WhatsApp / Messenger
3 WA Business numbers connected
All inbound messages in one shared inbox. Tagged by source (Ads / Organic). Inbox status filters: New · Unanswered · Waiting for Customer. 4,153 leads in 6 weeks.
🗂
Centralised in Leads
4,153 leads · 3 divisions · auto-synced
All leads from Prospector sync automatically. Custom fields: car brand, model, service interested, plate number, appointment date, branch — common fields share across pipeline.
🔀
Lead Router — Auto-Assign
Round-robin · equal distribution
Direct Buy: 4 salespeople receive leads in equal rotation. Prestige Car Care: Magnum + Imran. 63 Detailing: Adam. No manual selection — system handles distribution.
Prospector inbox — Prestige Car Care division. Live conversations tagged by source (Ads / Prestige Page). Right panel auto-fills: car brand, model, service, appointment, plate number, and branch from each conversation.
03 — CRM SOLUTION · PART 2 / 3
#2. AI Agent & Sales Pipeline.
AI qualifies inbound leads before the sales team needs to respond. The Sales Pipeline tracks every appointment from confirmation through to payment — with revenue tied back to source.
AI AGENT — 63 DETAILING + PRESTIGE CAR CARE
Customer: "Would like to service my Lexus." AI immediately responds with the full Lexus service package, pricing tiers by model, and requests chassis number. Responds in customer's language (EN/BM/CN).
🤖 AI QUALIFICATION RULES
Asks: car model · car year · service interested · preferred branch. Auto-rejects if car >12 years. Rejects unsupported models. Rejects on-site inspection requests. Escalates unknown questions to human sales. Adam requested urgency language added to increase closing rate.
SALES PIPELINE — APPOINTMENT → REVENUE TRACKING
Pipeline Stages
Appointment Made
→
Appointment Done
→
Payment
→
Won
Deal auto-created when Lead Status = "Appointment Made". Sales team drag deals across stages. Deal value entered at Payment — feeds revenue reports and ad ROI calculation. 93 won deals tracked.
Meta paid ads source tracked in Prospector. Right panel shows the exact ad that generated the lead: headline, body copy, source URL, and source type — all captured automatically.
03 — CRM SOLUTION · PART 3 / 3
#3. Live Dashboards — Full Marketing ROI.
Magnum's core ask: know which ad, which car model, and which service generates the most revenue — so budget can follow results, not assumptions. All live in Rework across all 3 divisions.
All 3 Divisions: 4,153 total leads · 2,792 new this month · 93 won deals · RM 142,830.75 revenue. Daily lead chart peaks at 356 on 30 March. Weekly breakdown by division (Prestige Car Care / 63 Detailing / Direct Buy).
Revenue by lead source and car brand. Organic Leads RM 51,569 · Prestige Page RM 36,219 · Existing Customer RM 37,267 · Meta FB Ads RM 10,902. Top car brands: BMW RM 46,045 · Mercedes RM 41,885 · Porsche RM 14,355. Every ad ringgit now has a result.
Personalised Leads home for Hazel Nguyen — Prestige Car Care. Total leads 1,039 · Conversion to deals 55.8% · Lead volume by service line · Breakdown by stage group. Each user sees only their scoped view.
SUMMARY — VALUE AFTER TRANSITION
Before & After
| ✗ WhatsApp + Google Sheets + Personal Phones | ✓ Rework CRM — Live | |
|---|---|---|
| Lead Capture | Scattered | Unified |
| 3 personal WhatsApp numbers. Leads from Mudah.my, Carlist.my, Meta, and organic social invisible to management the moment they arrived on a personal phone. | 3 WhatsApp Business numbers in one Prospector inbox. All sources tagged. 4,153 leads captured. Source tracked per conversation from first contact. | |
| Sales Handoff | Screenshot rotation | Auto round-robin |
| Dixon and Kelvin screenshotted qualified conversations and manually WhatsApp'd them to 4 salespeople one by one. No record of assignment or outcome. | System assigns leads to 4 salespeople in equal rotation automatically. Rep notified instantly. Manager sees the full live pipeline — no screenshots needed. | |
| Management Visibility | After-hours reports | Real-time dashboard |
| Daily WhatsApp group summary after working hours. No live funnel data. No visibility into lead volume, source, or salesperson activity during the day. | Live dashboard: leads by source, division, and day. Revenue by car brand and ad channel. Each division head scoped to their own view. RM 142,830 tracked this month. | |
| Marketing ROI | Unmeasurable | Fully attributed |
| No way to connect Meta/Google ad spend to revenue. Which campaign, which car model, which service performed best — completely unknown across all 3 divisions. | Revenue by source: Organic RM51,569 · Prestige Page RM36,219 · Meta RM10,902. Revenue by brand: BMW RM46,045 · Mercedes RM41,885 · Porsche RM14,355. Every ad ringgit tracked. |
05 — BD TOOLKIT · AUTOMOTIVE SERVICES
Selling CRM to automotive service groups.
Key use cases, what resonates, and how to position Rework when approaching multi-division car service, detailing, or used-car dealership businesses.
🔑 KEY TERMS TO KNOW
Lead Source Mix
Automotive businesses get leads from Meta Ads, Google Ads, Mudah.my, Carlist.my, TikTok, and organic social — all at once. No CRM = no idea which source works. CRM = source attribution per ringgit spent.
Lead Qualification Step
Most automotive businesses have someone who filters serious buyers before passing to sales. This step is manual and invisible. CRM makes it tracked, timed, and auditable.
Appointment / Showroom Visit
The key conversion milestone — whether for car viewing, detailing drop-off, or service booking. CRM tracks appointment rate, no-shows, and drop-off points in the funnel.
Revenue by Car Brand / Service Type
Managers want to know: which car brand or service line generates the most revenue? CRM ties deal value to lead source and car brand — essential for ad budget decisions.
💡 BD INSIGHTS — WHAT RESONATES
🎯
"Your sales team is your revenue engine — you can't see it."
Automotive managers know their salespeople handle leads on personal WhatsApp. They just have no visibility into what happens after handoff. Show the live pipeline as the answer.
📊
Marketing ROI = the executive hook.
Group owners spend on Meta and Google but have no data linking spend to revenue. Show the revenue-by-source and revenue-by-car-brand charts. The math is instant — they immediately understand the value.
🤖
AI agent = the aha moment for service businesses.
When they see AI respond to "I want to service my Lexus" with the exact package, pricing, and a follow-up question before any human is involved — they immediately understand the time saving.
🏢
Multi-division = multi-pipeline, still one system.
Groups running 2–4 brands or service lines are the best fit. Each division needs its own pipeline and routing — but management needs one view. Lead with the group structure, not the single-location use case.
⚙️ REWORK USE CASES FOR AUTOMOTIVE
📱
Unified Inbox
All WhatsApp numbers + Meta Ads + Messenger in one place. No lead lost on a personal phone.
🤖
AI Qualification
AI screens car model, year, and service intent before human sales touches the lead.
🔀
Auto Assignment
Round-robin across sales team. Equal distribution, instant notification. No screenshot rotation.
📌
Pipeline Tracking
Appointment Made → Done → Payment → Won. Full funnel from first message to closed deal.
📊
Marketing ROI
Revenue by source, car brand, and service type. Know which ad spend converts — invest accordingly.
— CONCLUSION
Three divisions,
one system
they built themselves.
one system
they built themselves.
Before Rework, Prestige Carcare Group was running three businesses off personal phones, colour-coded spreadsheets, and screenshot-based lead handoffs — across Meta Ads, Google Ads, used-car portals, and organic social. The system now answers the question that drove the entire search: which ad, which car model, and which service generates the most return.
3
Divisions unified
All lead
Visibility for marketing ROI