Al-Qassem Group · Operations

The Customer Journey

From the first post we publish to the moment the keys are handed over — every stage, its channels, its owner, and the system that runs it.
Live
Being built
No system yet
Website
Public storefront and inbound enquiries.
alqassimgroup.net
LIVE
LeadFlow
Call center: capture, qualify and route every lead.
LIVE
Showroom Sales
Consultant pipeline, targets and cash deals.
LIVE
BankFlow
Bank finance stages, documents and approvals.
LIVE
Customer Support
Quality assurance and customer reviews after delivery.
LIVE
STAGE 01
Media Design & Publishing
Every car gets a full production run — idea, script, shoot, montage, review, then publishing and stories across five channels. This is the longest-running stage in the company.
NO SYSTEM · manual
OwnerMedia Team
OutputContent
PRODUCTION LINE
A single car video passes through nine hands before it ever becomes an ad.
01 · IDEA
Concept & angle
Which car, which audience, what hook. The idea is agreed before anyone touches a camera.
02 · SCRIPT
Script & shot list
What is said, what is shown, in which order — plus the frames we must not miss.
03 · PREP
Car & set prep
Vehicle washed and staged, location and light picked, shoot time booked.
04 · SHOOT
Filming & stills
Video, rolling shots, interior details and photo set — all captured in one session.
05 · EDIT
Montage
Cut, pacing, music, colour, captions, price card, and the WhatsApp number burned into the frame.
06 · REVIEW
Review & revisions
Checked against the brief — specs correct, price correct, number correct. Revised until approved.
07 · ADAPT
Format versions
Reworked per platform: 9:16 reel, feed cut, story cut, thumbnail and cover.
08 · PUBLISH
Scheduling & posting
Posted with caption, hashtags and the car's details across all five channels.
09 · AMPLIFY
Stories & follow-ups
Story sets, reposts and behind-the-scenes keep the car alive — then it is handed to the ads team.
OWNED CHANNELS
Facebook Instagram TikTok Snapchat Google Business · Maps
STAGE 02
Website · The Catalogue
Our own platform is the source of truth. Every car is published here first — before it appears on any external marketplace — and everything downstream copies from it.
WEBSITE · live
OwnerWeb Team
RoleSingle source
150+
cars live on the site
1st
published here before anywhere else
4×
specs · photos · content · price kept in sync
KEPT IN SYNC
SPEC specifications IMG photos TXT descriptions PRICE pricing
MIRRORED TO
Dubizzle DubiCars SooqCars Google Business every external listing matches the site — one price, one truth
STAGE 03
Advertising & Distribution
We never sell on a cold audience. Every campaign runs in three phases — reach first, then retarget only the people who proved they care, then make them work a little to reach us.
3-PHASE FUNNEL
OwnerAds Team
OutputQualified enquiries
01
Awareness & Traffic BROAD REACH
Every car launches with reach and traffic objectives — get the video in front of as many relevant people as possible. Nothing is asked of the viewer yet; we are only buying attention and collecting signal.
FacebookInstagram TikTokSnapchat Google Ads · setting up
02
Retargeting the Interested SALES OBJECTIVE
Phase 1 tells us who actually cared. We rebuild the audience from behaviour only — then run the selling ads at them. No interest signal, no sales ad.
50%+ video completion SAVE saved the post CMT commented LIKE reacted ENG engaged shopper SEG behaviour segmentation KW key search words
03
WhatsApp Conversion FRICTION FILTER
The final ad sends people to WhatsApp — but the number is shown inside the video, so the customer has to make the effort to reach us. That small friction is deliberate: it filters out idle taps and cuts the volume of wrong or junk messages the call center has to clean up.
Number stated in the video Higher-intent messages Less noise for the call center
MARKETPLACES
Dubizzle DubiCars SooqCars always-on listings, mirrored from the website — outside the ad funnel
OWNED
alqassimgroup.net Google Business · Maps
Live inventory control: the ads team stays in sync with the videographer/editor and the owner on which cars are close to selling out — and ads on those units are paused, so we never pay to promote a car we can no longer deliver.
STAGE 04
Call Center
Answer, qualify, log the lead, and book the showroom visit. Duplicate check happens here — one customer, one record.
LEADFLOW · live
5 AGENTS ON THE PHONES
Team5 agents
OutputBooked visit
LIFE OF A LEAD
Every lead walks this exact path — no lead is closed without an outcome.
01 · CAPTURE
Lead lands
WhatsApp, call, page message, marketplace or website — logged in LeadFlow with its source.
02 · SPEED
First response
Answered fast, while the ad is still fresh in their mind. Speed is the whole game here.
03 · CLEAN
Duplicate check
Phone is checked against the database — one customer, one record, one owner.
04 · QUALIFY
Discovery call
Which car, budget, cash or bank finance, and how soon they intend to buy.
05 · LOG
Record the lead
Car of interest, source, notes and status written into LeadFlow.
06 · BOOK
Book the visit
Appointment set and a consultant assigned. A reminder is placed on the record.
07 · CHASE
Follow-up cycle
No answer or not ready? Scheduled callbacks until the lead answers or is closed.
08 · CONFIRM
Confirm & hand off
Visit confirmed the day before, then the consultant takes ownership on arrival.
09 · OUTCOME
Visited · handed over
Lead becomes a showroom customer — the call center's job is done.
09 · OR CLOSED
Not interested · no-show
Closed with a reason, or parked for a later follow-up. Nothing is left silent.
STAGE 05
Sales Consultant · Showroom
Greeting, needs discovery, test drive, car selection and pricing — across five showrooms in Sharjah. The consultant owns the customer from here.
SHOWROOM SALES · live
Floor5 showrooms
OutputCar selected
OUR SHOWROOMS
10الحراج 41الحراج 245الحراج 146الحراج شارع الوحدة 5 showrooms · Sharjah
ON THE FLOOR
Booked by the call center, or walked in from a direct message — the floor process is the same.
01 · RECEIVE
Greeting & pickup
Customer arrives — booked by the call center or straight from a direct message. The consultant takes ownership of the record.
02 · LISTEN
Needs discovery
Use, family size, budget, cash or finance, and what they already looked at online.
03 · PRESENT
Walkaround & explain
Specs, trims, warranty, service and what makes this unit worth it — matched to what they told us.
04 · TEST
Test drive
Behind the wheel. The moment the car stops being a video and becomes real.
05 · PRICE
Offer & objections
Price, trade-in, extras, monthly installment scenarios. Objections answered, not dodged.
06 · PATH
Cash or bank?
The decision point. Cash stays with the consultant; bank finance is handed to the bank team.
07A · WON
Sale agreed
Deal closed and moved to payment and preparation.
07B · PENDING
Needs to think
Not a no. A follow-up is scheduled on the record with a date, and the consultant re-contacts.
07C · LOST
Refused
Closed with the real reason — price, spec, timing, or bought elsewhere. That reason feeds the next campaign.
How is the car paid for?
The single decision that splits the journey
Cash Purchase
Showroom Sales · live
3 STEPS · LIVE
1
Negotiation & Agreement
Final price, trade-in valuation, accessories, warranty terms.
2
Invoice & Full Payment
Invoice issued, payment received, deal marked as closed.
3
Vehicle Preparation
Inspection, cleaning, plates and paperwork.
Lost — price Lost — bought elsewhere Follow up later
Bank Finance
BankFlow · live
9 STEPS · LIVE
1
Handoff to Bank Team
Consultant refers the customer; a bank officer takes ownership.
BankFlow · NEW LEAD
2
Collecting Documents
ID, residence card, salary certificate, bank statement, guarantor papers.
Checklist · 8 required
3
Documents Complete
File reviewed and ready — nothing missing.
4
Submitted to Bank
Application filed. Submission date is stamped automatically.
5
Under Bank Review
Credit check and approval committee. The waiting stage.
6
Bank Approved
Loan amount, installment and tenor confirmed.
7
Contract Signed
Customer, bank and Al-Qassem sign. Copy uploaded to the file.
8
Down Payment Paid
Receipt uploaded; bank releases the financed amount.
9
Vehicle Preparation
Inspection, plates, and final paperwork.
Bank rejected Missing documents On hold Cancelled
BEFORE HANDOVER
Accounting Department
Both paths pass through accounting before a single key is handed over — payment verified, invoice issued, file cleared. No clearance, no delivery.
DETAIL TO FOLLOW
OwnerAccounting
OutputCleared for delivery
FINAL STAGE
Car Delivered
Handover, keys, delivery receipt — and the customer drives out an owner. Both paths end here.
DEAL WON
OwnerShowroom
Both pathsCash & Bank
STAGE 06 · AFTER DELIVERY
Customer Support & Quality
Follow-up call, satisfaction check, complaint handling — then we invite the happy customer to publish a review and share their car.
CUSTOMER SUPPORT · live
OwnerSupport Team
OutputReviews & referrals
The loop: what customers publish becomes our next campaign — reviews, delivery photos and referrals collected by Customer Support feed straight back into Stage 01, and the journey restarts with a warmer lead.
“
THANK YOU

A map is only paper. What actually moves a customer from a scroll
to a set of keys is the people standing at every stage of it.

MediaWebAds Call CenterShowroomsBank Team AccountingSupport