Sam Boswell Automotive Group

SLA & Lead Routing

How leads are assigned, response time expectations, and what happens when nobody responds.

Response SLA
  • 5 minSpeed-to-lead target. Every new lead must receive first contact within 5 minutes during business hours. This is the non-negotiable standard.
  • 3 minReminder notification. At 3 minutes, the assigned salesperson receives a notification: “You have a lead — handle it now or it will be reassigned.”
  • 5 minReassignment. If the assigned salesperson has not engaged the lead within 5 minutes, the system round-robins it to the next available rep.

Pre-made templates are available so reps can respond quickly even if they're slow at composing messages. These SLAs apply to both internet and phone leads.

Availability & Accountability
  • • Salespeople must be clocked in to receive leads. If you're on your day off, you don't get leads.
  • • If you are with a customer (test drive, showroom), you should be marked unavailable so leads go to someone who can respond.
  • • Mathematically, reps will still receive the same volume of leads over time — leads you miss while busy come back to you when others are busy.
After-Hours Protocol
  • • Leads that arrive outside business hours pool until the next morning.
  • • At open of business, the system round-robins pooled leads to available salespeople.
Escalation Path
  • 15 minAfter 3 reassignment cycles (15 minutes total), a manager call task is created. The manager must personally call the lead.

All escalation events are logged for performance review. O'Neal expects sales managers to make as many calls as the sales team.