Team Management

Organize your dealership staff into efficient teams.

Overview

Team Management enables:

Department organization
Team collaboration
Performance tracking
Resource allocation
Goal setting

Team Structure

Department Teams

Sales Team
Service Team
Parts Team
Finance Team
BDC Team

Special Teams

Internet Sales
Fleet Sales
Commercial Service
Quick Lane
Customer Care

Team Features

Collaboration Tools

Team inbox
Shared pipelines
Group calendars
Team chat
File sharing

Performance Management

Team dashboards
Individual metrics
Leaderboards
Goal tracking
Activity reports

Team Settings

Team leader assignment
Member management
Permission inheritance
Notification preferences
Working hours

Creating and Managing Teams

Step 1: Create New Team

Navigate to Admin → Teams → Create Team
Fill in team details:
- Team Name: Descriptive name (e.g., “Sales Team Alpha”)
- Department: Select from predefined departments
- Team Type: Sales, Service, BDC, Management, etc.
- Description: Brief team purpose and goals
Set team configuration:
- Team Leader: Assign a manager/supervisor
- Working Hours: Define team schedule
- Time Zone: Set primary time zone
- Territory: Geographic coverage area
Click Create Team

Step 2: Team Configuration

{
  "team": {
    "id": "team_sales_001",
    "name": "Sales Team Alpha",
    "department": "sales",
    "type": "new_vehicle_sales",
    "leader_id": "user_manager_001",
    "members": ["user_001", "user_002", "user_003"],
    "settings": {
      "working_hours": {
        "timezone": "America/New_York",
        "schedule": {
          "monday": {"start": "08:00", "end": "19:00"},
          "tuesday": {"start": "08:00", "end": "19:00"},
          "wednesday": {"start": "08:00", "end": "19:00"},
          "thursday": {"start": "08:00", "end": "19:00"},
          "friday": {"start": "08:00", "end": "19:00"},
          "saturday": {"start": "09:00", "end": "18:00"},
          "sunday": {"start": "12:00", "end": "17:00"}
        }
      },
      "territory": {
        "type": "geographic",
        "boundaries": ["zip:12345", "zip:12346", "city:Springfield"]
      },
      "goals": {
        "monthly_sales": 50,
        "monthly_contacts": 200,
        "response_time_avg": 300
      }
    }
  }
}

Step 3: Add Team Members

Adding Individual Members:

Go to team detail page
Click Add Members
Search and select users
Assign team roles (Member, Senior, Lead)
Set start date and permissions
Send invitation notifications

Bulk Member Import:

user_id,team_role,start_date,permissions
user_001,member,2024-01-15,standard
user_002,senior,2024-01-15,advanced
user_003,lead,2024-01-15,team_admin

Team Hierarchy and Structure

Organizational Chart

graph TD
    A[General Manager] --> B[Sales Manager]
    A --> C[Service Manager]
    A --> D[Parts Manager]
    A --> E[Finance Manager]
    A --> F[BDC Manager]

    B --> G[New Vehicle Sales Team]
    B --> H[Used Vehicle Sales Team]
    B --> I[Fleet Sales Team]

    C --> J[Service Advisors Team]
    C --> K[Technicians Team]
    C --> L[Quick Lane Team]

    F --> M[F&I Team]
    F --> N[Accounting Team]

Department-Based Teams

Sales Department

{
  "department": "sales",
  "teams": [
    {
      "name": "New Vehicle Sales",
      "specialization": "new_cars",
      "target_metrics": ["units_sold", "gross_profit", "csi_score"],
      "commission_structure": "unit_based"
    },
    {
      "name": "Used Vehicle Sales",
      "specialization": "pre_owned",
      "target_metrics": ["units_sold", "turn_rate", "age_of_inventory"],
      "commission_structure": "gross_profit_based"
    },
    {
      "name": "Internet Sales",
      "specialization": "online_leads",
      "target_metrics": ["lead_conversion", "response_time", "appointment_show"],
      "commission_structure": "hybrid"
    }
  ]
}

Service Department

{
  "department": "service",
  "teams": [
    {
      "name": "Service Advisors",
      "specialization": "customer_interface",
      "target_metrics": ["customer_satisfaction", "labor_sales", "parts_sales"],
      "scheduling": "appointment_based"
    },
    {
      "name": "Technicians",
      "specialization": "repair_work",
      "target_metrics": ["efficiency_rating", "comeback_ratio", "flat_rate_hours"],
      "scheduling": "work_order_based"
    },
    {
      "name": "Quick Lane",
      "specialization": "express_service",
      "target_metrics": ["throughput", "wait_time", "upsell_rate"],
      "scheduling": "walk_in_based"
    }
  ]
}

Team Roles and Permissions

Team Leader Role

Enhanced management capabilities for team oversight

{
  "team_leader_permissions": {
    "team_management": {
      "add_members": true,
      "remove_members": false,
      "modify_roles": true,
      "approve_time_off": true,
      "conduct_reviews": true
    },
    "data_access": {
      "team_performance": "full",
      "individual_metrics": "full",
      "historical_data": "unlimited",
      "export_data": true
    },
    "workflow_control": {
      "assign_leads": true,
      "reassign_contacts": true,
      "approve_deals": true,
      "override_processes": "limited"
    },
    "reporting": {
      "generate_reports": true,
      "schedule_reports": true,
      "share_reports": true,
      "dashboard_config": true
    }
  }
}

Senior Team Member

Experienced team member with mentoring responsibilities

{
  "senior_member_permissions": {
    "mentorship": {
      "train_new_members": true,
      "approve_junior_work": true,
      "conduct_shadowing": true
    },
    "advanced_access": {
      "complex_deals": true,
      "special_pricing": true,
      "manager_escalation": true
    },
    "leadership_duties": {
      "backup_manager": true,
      "team_meetings": true,
      "process_improvement": true
    }
  }
}

Team Member

Standard operational permissions for daily activities

{
  "team_member_permissions": {
    "core_functions": {
      "assigned_contacts": "full",
      "communications": "standard",
      "pipeline_updates": "own_contacts",
      "task_management": "own_tasks"
    },
    "limitations": {
      "pricing_authority": "standard_discount",
      "manager_approval": "required_for_exceptions",
      "data_export": "limited",
      "system_config": false
    }
  }
}

Team Collaboration Features

Team Inbox

Centralized communication hub for team coordination

{
  "team_inbox": {
    "shared_conversations": {
      "enabled": true,
      "assignment_rules": "round_robin",
      "fallback_user": "team_leader",
      "business_hours_only": true
    },
    "internal_chat": {
      "enabled": true,
      "channels": ["general", "leads", "urgent"],
      "file_sharing": true,
      "message_retention": "90_days"
    },
    "notifications": {
      "new_lead": ["@everyone"],
      "urgent_customer": ["@team_leader", "@senior_members"],
      "deal_milestone": ["@team_leader"]
    }
  }
}

Shared Pipelines

Team-based sales process management

{
  "shared_pipeline": {
    "pipeline_id": "team_sales_pipeline",
    "stages": [
      {
        "name": "New Lead",
        "assignment": "auto_round_robin",
        "sla": "5_minutes_response"
      },
      {
        "name": "Qualified",
        "assignment": "maintain_owner",
        "sla": "24_hours_followup"
      },
      {
        "name": "Appointment Set",
        "assignment": "maintain_owner",
        "sla": "confirm_24_hours_prior"
      },
      {
        "name": "Demo Complete",
        "assignment": "maintain_owner",
        "sla": "same_day_followup"
      },
      {
        "name": "Proposal Sent",
        "assignment": "maintain_owner",
        "sla": "48_hours_followup"
      },
      {
        "name": "Closed Won",
        "assignment": "team_leader_review",
        "sla": "complete_paperwork_same_day"
      }
    ]
  }
}

Team Calendar

Coordinated scheduling and availability management

{
  "team_calendar": {
    "shared_events": {
      "team_meetings": "weekly",
      "training_sessions": "monthly",
      "goal_reviews": "monthly",
      "one_on_ones": "bi_weekly"
    },
    "availability_tracking": {
      "work_schedules": true,
      "time_off_requests": true,
      "break_schedules": true,
      "coverage_planning": true
    },
    "appointment_management": {
      "shared_availability": true,
      "team_booking": true,
      "resource_scheduling": true,
      "conflict_resolution": "automatic"
    }
  }
}

Performance Management

Team Metrics Dashboard

{
  "team_dashboard": {
    "key_metrics": {
      "sales_performance": {
        "total_revenue": "current_month",
        "units_sold": "current_month",
        "average_deal_size": "current_month",
        "gross_profit": "current_month"
      },
      "activity_metrics": {
        "leads_processed": "daily",
        "appointments_set": "daily",
        "customer_contacts": "daily",
        "follow_up_completion": "daily"
      },
      "quality_metrics": {
        "response_time_avg": "real_time",
        "customer_satisfaction": "monthly",
        "deal_closure_rate": "monthly"
      }
    },
    "individual_rankings": {
      "top_performers": "monthly",
      "improvement_opportunities": "monthly",
      "goal_achievement": "real_time"
    }
  }
}

Goal Setting and Tracking

{
  "goal_management": {
    "team_goals": {
      "monthly_sales_target": {
        "value": 1500000,
        "currency": "USD",
        "tracking": "real_time",
        "reward": "team_bonus"
      },
      "customer_satisfaction": {
        "value": 4.5,
        "scale": "1_to_5",
        "tracking": "survey_based",
        "reward": "recognition"
      },
      "lead_conversion_rate": {
        "value": 0.15,
        "percentage": true,
        "tracking": "pipeline_based",
        "reward": "individual_bonus"
      }
    },
    "individual_goals": {
      "customizable": true,
      "role_based_defaults": true,
      "manager_approval": true,
      "progress_tracking": "automated"
    }
  }
}

Performance Reviews

{
  "performance_reviews": {
    "review_cycle": "quarterly",
    "evaluation_criteria": {
      "goal_achievement": {
        "weight": 40,
        "metrics": ["sales_target", "activity_goals", "quality_metrics"]
      },
      "team_collaboration": {
        "weight": 25,
        "metrics": ["peer_feedback", "help_requests", "knowledge_sharing"]
      },
      "customer_satisfaction": {
        "weight": 20,
        "metrics": ["survey_scores", "complaint_resolution", "referrals"]
      },
      "professional_development": {
        "weight": 15,
        "metrics": ["training_completion", "skill_improvement", "certifications"]
      }
    },
    "review_process": {
      "self_assessment": true,
      "peer_review": true,
      "manager_evaluation": true,
      "goal_setting": "next_quarter"
    }
  }
}

Advanced Team Features

Lead Distribution and Assignment

{
  "lead_distribution": {
    "assignment_methods": {
      "round_robin": {
        "enabled": true,
        "consider_availability": true,
        "consider_workload": true,
        "skip_on_vacation": true
      },
      "skill_based": {
        "enabled": true,
        "criteria": ["vehicle_type", "customer_segment", "deal_complexity"],
        "fallback": "round_robin"
      },
      "territory_based": {
        "enabled": true,
        "geographic_boundaries": true,
        "zip_code_mapping": true,
        "override_allowed": true
      }
    },
    "assignment_rules": {
      "new_leads": "immediate_assignment",
      "hot_leads": "best_available_agent",
      "follow_up_leads": "maintain_ownership",
      "escalated_leads": "team_leader_assignment"
    }
  }
}

Team Communication Workflows

{
  "communication_workflows": {
    "lead_notifications": {
      "new_lead_alert": {
        "recipients": ["assigned_agent", "team_leader"],
        "delay": 0,
        "channels": ["push", "email", "sms"]
      },
      "hot_lead_alert": {
        "recipients": ["@team"],
        "delay": 0,
        "channels": ["push", "team_chat"],
        "escalation": "if_no_response_5_min"
      }
    },
    "deal_updates": {
      "milestone_notifications": {
        "appointment_set": ["team_leader"],
        "demo_completed": ["team_leader"],
        "proposal_sent": ["team_leader", "finance_team"],
        "deal_closed": ["@team", "management"]
      }
    },
    "urgent_escalation": {
      "customer_complaint": {
        "immediate_notify": ["team_leader", "customer_care"],
        "escalation_path": ["team_leader", "department_manager", "gm"]
      }
    }
  }
}

Cross-Team Collaboration

{
  "cross_team_workflows": {
    "sales_to_finance": {
      "deal_handoff": {
        "required_documents": ["credit_app", "trade_appraisal", "vehicle_selection"],
        "notification_triggers": ["finance_team"],
        "sla": "30_minutes_response"
      }
    },
    "sales_to_service": {
      "customer_handoff": {
        "delivery_scheduling": true,
        "service_introduction": true,
        "warranty_explanation": true,
        "follow_up_scheduling": true
      }
    },
    "bdc_to_sales": {
      "qualified_lead_transfer": {
        "lead_scoring": "required",
        "appointment_confirmation": "required",
        "customer_preferences": "documented",
        "handoff_notes": "required"
      }
    }
  }
}

Team Analytics and Reporting

Team Performance Reports

{
  "team_reports": {
    "daily_activity": {
      "metrics": ["leads_processed", "appointments_set", "calls_made", "emails_sent"],
      "individual_breakdown": true,
      "comparison_to_goals": true,
      "trend_analysis": "7_day"
    },
    "weekly_performance": {
      "metrics": ["deals_closed", "revenue_generated", "pipeline_movement"],
      "team_rankings": true,
      "goal_progress": true,
      "areas_for_improvement": true
    },
    "monthly_analysis": {
      "comprehensive_metrics": true,
      "year_over_year_comparison": true,
      "market_analysis": true,
      "action_items": true
    }
  }
}

Custom Team Dashboards

{
  "custom_dashboards": {
    "sales_team_dashboard": {
      "widgets": [
        {
          "type": "metric_card",
          "title": "Monthly Sales",
          "data_source": "deals_closed",
          "time_range": "current_month"
        },
        {
          "type": "chart",
          "title": "Daily Activity Trend",
          "chart_type": "line",
          "data_source": "daily_activities",
          "time_range": "30_days"
        },
        {
          "type": "leaderboard",
          "title": "Top Performers",
          "metric": "deals_closed",
          "time_range": "current_month"
        },
        {
          "type": "progress_bar",
          "title": "Team Goal Progress",
          "target": "monthly_goal",
          "current": "current_progress"
        }
      ]
    }
  }
}

Team Management Best Practices

Effective Team Structure

Clear Role Definition:
- Document specific responsibilities
- Define decision-making authority
- Establish escalation procedures
- Set performance expectations
Optimal Team Size:
- Sales teams: 5-8 members
- Service teams: 6-10 members
- BDC teams: 4-6 members
- Management span: 5-7 direct reports
Skill Diversity:
- Mix of experience levels
- Complementary strengths
- Knowledge sharing culture
- Cross-training programs

Communication Excellence

{
  "communication_best_practices": {
    "regular_meetings": {
      "daily_huddles": {
        "duration": "15_minutes",
        "focus": "priorities_obstacles_wins",
        "participants": "full_team"
      },
      "weekly_team_meetings": {
        "duration": "60_minutes",
        "focus": "performance_training_recognition",
        "participants": "full_team_plus_manager"
      },
      "monthly_one_on_ones": {
        "duration": "30_minutes",
        "focus": "individual_development",
        "participants": "manager_individual"
      }
    },
    "information_sharing": {
      "team_chat_channels": "organized_by_topic",
      "knowledge_base": "regularly_updated",
      "process_documentation": "accessible_searchable"
    }
  }
}

Performance Optimization

Goal Alignment:
- Cascade organizational goals to teams
- Ensure individual goals support team goals
- Regular goal review and adjustment
- Celebrate goal achievements
Continuous Improvement:
- Regular process evaluation
- Gather team feedback
- Implement suggested improvements
- Monitor impact of changes
Recognition and Rewards:
- Individual achievement recognition
- Team success celebrations
- Performance-based incentives
- Career development opportunities

Troubleshooting Team Issues

Common Team Challenges

Challenge	Symptoms	Solutions
Low Team Morale	Decreased performance, high turnover	Recognition programs, team building, address concerns
Poor Communication	Missed opportunities, conflicts	Structured meetings, communication tools, training
Uneven Workload	Some overwhelmed, others idle	Load balancing, assignment rules, capacity planning
Skill Gaps	Inconsistent performance	Training programs, mentoring, hiring
Goal Misalignment	Competing priorities	Clear goal setting, regular reviews, alignment sessions

Team Conflict Resolution

{
  "conflict_resolution": {
    "identification": {
      "early_warning_signs": ["decreased_collaboration", "communication_breakdowns", "performance_dips"],
      "monitoring_tools": ["team_surveys", "performance_metrics", "manager_observation"]
    },
    "resolution_process": {
      "step_1": "individual_discussions",
      "step_2": "mediated_team_meeting",
      "step_3": "action_plan_development",
      "step_4": "follow_up_monitoring"
    },
    "escalation_procedures": {
      "team_level_resolution": "team_leader",
      "department_escalation": "department_manager",
      "hr_involvement": "serious_conflicts_only"
    }
  }
}

Best Practices

Clear team structures
Define team goals
Regular team meetings
Performance reviews
Cross-team collaboration