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.
IN PROGRESS
Customer Support
Quality assurance and customer reviews after delivery.
LIVE
STAGE 01
Media Design & Publishing
Photo and video shoots, car reels, price cards, page posts — produced for five owned channels.
NO SYSTEM · manual
OwnerMedia Team
OutputContent
OWNED CHANNELS
Facebook Instagram TikTok Snapchat Google Business · Maps
STAGE 02
Advertising & Distribution
Paid campaigns on our own channels, plus listings on external car marketplaces. Every route here writes a lead source onto the record.
WEBSITE · live
OwnerAds Team
OutputInbound leads
PAID CAMPAIGNS
Facebook Ads Instagram Ads TikTok Ads Snapchat Ads Google Ads SETTING UP
MARKETPLACES
Dubizzle DubiCars SooqCars
OWNED
alqassimgroup.net
STAGE 03
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
STAGE 04
Sales Consultant · Showroom
Greeting, needs discovery, test drive, car selection and pricing. The consultant owns the customer from here.
SHOWROOM SALES · live
OwnerSales Consultant
OutputCar selected
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 · being built
9 STEPS · WIP
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
FINAL STAGE
Car Delivered
Handover, keys, delivery receipt — and the customer walks out an owner. Both paths end here.
OwnerShowroom
StatusDeal won
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.