One journey.
Twenty-four marques.
Assembled for each.
An intelligence layer that sits over your DMS — not instead of it. It reads what Pentana or Titan already holds, joins the silos that have never spoken to each other, and assembles the right customer journey for the marque in front of you. Every step drafts. A person approves.
The car is a 1958 Porsche 356 Carrera — one that Colin Giltrap once co-owned. A nod, nothing more.
Your systems already know. They have just never been introduced.
A dealer group runs five to ten systems a day. Each one is fine on its own. Nobody has ever shown you the joined-up picture, because no single system owns it — and that picture is where the customer journey actually lives.
Nothing gets replaced. Nothing gets migrated. Day one is a scheduled export from the reports you already run — no API project, no integration programme, no retraining anybody.
One screen, each morning
Today's journeys, what is prepared, what is waiting on a person, and what has been held back on purpose. Per site, per marque, and across the group.
Specialist agents, each with written limits
Single-job agents that read across the silos and prepare the next step in the journey. None of them sends. None of them decides.
Whatever you already run
The layer is deliberately agnostic about what sits underneath. It reads exports; it does not require an API to be useful.
A Lamborghini buyer and a Kia buyer do not want the same experience.
Most CRM tooling ships one journey and swaps the logo. That is why it feels wrong in a prestige showroom and impersonal in a volume one. Choose a marque and watch the journey assemble itself — the stages change, the sources change, and so does who has to approve.
It resolves one person across silos. The same customer is a sales record, a service booking, a finance agreement and a loan-car sign-out. Joining those is the whole job.
It acts before the customer does. A journey that only reacts to enquiries is a queue. The valuable moments are the ones nobody asked for.
It knows when to say nothing. Every journey here contains at least one step that is deliberately held. That restraint is the feature, not a limitation.
None of these is broken. They just don't know about each other.
This is the entire argument for a layer rather than another system. Each silo is already doing its job well. The value is only ever in the join.
Enquiries, test drives, quotes, who spoke to whom and when.
Who is booked in this week, what for, and what the vehicle's history says.
Which agreements mature when, and which add-ons expire before that.
What is registered, what is held, and how long it has been on the books.
What is here, what is inbound, and what is committed to somebody already.
Group guidelines and each manufacturer's requirements, as written rules.
The moments a DMS records but nobody acts on.
A single customer, followed across four years. Every event below already exists somewhere in a dealer group's systems today. The difference is whether anything happens because of it.
Four of these were already in the systems and went unused. That is not a criticism of anyone — it is what happens when the record of a customer lives in six places and the person who could act has time to look in one.
A general model will write you a Fair Trading breach and not mention it.
A journey layer that drafts customer communications across marques is exactly where a compliance problem enters quietly. Every draft is checked, and the check names the rule it is holding.
Under the Fair Trading Act 1986 a company faces penalties of up to $600,000 per breach, and an individual up to $200,000. (Motor Trade Association, dealer legal guidance.)
Press run to check the journey's drafts against the rules that actually bite in New Zealand motor retail.
The screen the group does not currently have.
Illustrative sites and journeys — a fictional Thursday, not Giltrap data. No production access is requested by this concept.
| Site | Customer moment | Prepared | Waiting on | Status |
|---|
Every row is a draft waiting for a named person. The layer does not approve, publish, book media, commit spend, or move money.
Every step carries its own working.
Not a log somebody has to go and find. The provenance travels with the work — which silos it read, which rules it held, who must approve it, and what it refused to do.
This matters most on the day a distributor asks why a campaign said what it said, or a customer asks how you knew.
- Artefact
- —
- Joined
- —
- Rules held
- Fair Trading Act 1986 · CGA 1993 · Motor Vehicle Sales Act 2003 · CIS (Used Motor Vehicles) Regulations 2008 · CCCFA 2003 · Privacy Act 2020
- Refused
- No price, finance rate or availability was stated — none were supplied to this concept
- Approver
- A named person at the site. Unsent until then.
- Prepared
- —
- Reference
- —
What this will never do
It does not send. It drafts, and a named person sends. It does not publish to any channel, write back to your DMS, submit to a distributor portal, book media, commit spend, or move money. It never touches customer finance data. It does not price, and it does not approve. It does not pretend to be a person — every draft says it was prepared by a machine and approved by a human.
No production access is requested by this concept.
Scope
One marque, at the sites that carry it, for six weeks. One journey stage to start — we would suggest service-to-sales, because the data is already there and the result is countable.
Access
A scheduled export from the reports you already run: service appointments, sales history, and finance maturity dates. No DMS write access. No customer finance records. No credit data.
Scorecard
Drafts accepted without rewrite. Journey steps a person agreed should have been held. Conversations that happened because the layer surfaced them. One named approver's honest answer to “would you keep this?”
Fail any line of the scorecard and we change the design or stop.
Pick a verb.
Not “book a demo”. Any of these is a real next step, and the third one is a perfectly good answer.
What is the one constraint we have got wrong?
Every concept is built from the outside. There is always something about how Giltrap actually runs that we could not see. One line is enough.
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