Customer Management is your central workspace for managing enquiries, customer records, conversations and deal progress in Nexgate.

By bringing customer information, communications and ownership together in one place, your team can stay aligned, maintain context across interactions, and deliver a more consistent buyer experience. Customer Management combines lead management, conversations and engagement tools to help dealerships follow up faster and with better context. 

Watch the video walkthrough:

Accessing Customer Management

1. Sign in to Nexgate.
2. Select Customer from the main navigation menu.
3. Use the Customer Management workspace to: 
   1. View and manage enquiries
   2. Search customer records
   3. Respond to customers
   4. Assign ownership
   5. Update deal information
   6. Review customer activity and interactions

Managing Customer Records

Customer records are where all customer information, communications and activity are stored.

From a customer record, you can:

• View enquiry details
• Review previous interactions
• Manage ownership
• Track activity history
• Access conversations and call records
• Update deal information

Keeping everything in a single record helps ensure every team member has the context they need before contacting a buyer. 

Adding a New Customer

You can create customer records for walk-ins, phone enquiries, referrals or any customer not already in your database.

Option 1: From the Customer Navigation Menu

1. Navigate to Customer.
2. Select Add Customer.

Option 2: From Customer Management space or Dashboard in Nexgate

1. Select the + Add Customer button in the top-right corner of your Dashboard or your Customer Management space.

Once created, the customer record becomes available for your team to manage and update. 

Assigning Ownership

Assigning ownership helps ensure every enquiry has a responsible team member.

To assign an enquiry:

1. Open the customer record.
2. Locate the ownership or ‘Assigned’ user field.
3. Select the team member responsible for managing the enquiry.

Clear ownership helps dealerships improve accountability and maintain follow-up consistency.

Managing Conversations

Customer Management brings conversations from multiple channels into a single location.

Depending on your dealership's setup, conversations may include:

• carsales messages
• SMS conversations
• Call Connect interactions
• In-app voice calls
• Internal notes and comments

This helps your team understand the full customer journey without needing to switch between systems. 

Inbox & Messages

Messages from customers are accessible directly within their customer record.

Use messages to:

• Review enquiry history
• Respond to customers
• Continue existing conversations
• Maintain communication records

Because conversations remain attached to the customer record, every team member can quickly understand previous interactions and continue the discussion with full context. 

Calls, Transcripts and Summaries

When calls are made using supported Nexgate calling capabilities, Customer Management can automatically capture important information from the conversation.

This includes:

• Call recordings (where applicable)
• Call transcripts
• AI-generated call summaries

These capabilities help ensure important information such as trade-in discussions, finance questions, customer preferences and next steps remain attached to the customer record. 

Adding Comments & Notes

Comments and notes allow dealership staff to record internal information about a customer or deal.

Examples include:

• Follow-up reminders
• Customer preferences
• Appointment outcomes
• Vehicle interests
• Internal handover information

Because notes are stored within the customer record, team members can quickly understand previous activity and continue the customer journey without losing context. 

Deal Summary

Deal Summary provides a central place to capture and consolidate key information about a customer's purchasing journey.

Deal Summary can be used to record:

• Customer requirements
• Preferred vehicles
• Trade-in discussions
• Finance interests
• Pricing conversations
• Next steps and outcomes

By keeping critical information in one location, Deal Summary helps team members quickly understand the status of a deal and pick up where previous conversations left off. 

Customer Prioritisation

Customer Prioritisation helps dealerships identify which enquiries may warrant earlier follow-up.

This capability provides additional context when determining where to focus attention first, helping sales teams manage their workload more effectively.  Simply go to the ‘Priority’ field and choose from the dropdown options.

Enquiry Enrichment

Enquiry Enrichment automatically adds useful context to customer records based on previous interactions and conversations.

Examples of information that may be enriched include:

• Trade-in details
• Test drive discussions
• Customer preferences
• Previous conversation context

This helps your team prepare for follow-up conversations without needing to manually review extensive customer history. 

Intent Signals

Intent Signals help surface what a customer is interested in based on previous conversations.

Examples may include signals relating to:

• Test drive interest
• Trade-in discussions
• Finance enquiries
• Purchase intent

These signals provide additional context to help sales teams prepare more informed conversations and understand what matters most to the buyer. 

Engagement Features

Customer Management includes Engagement capabilities designed to help dealers follow up faster and maintain momentum with enquiries.

These capabilities can include:

• AI Smart Replies
• After-Hours Auto Responses
• Customer Prioritisation
• AI Call Transcripts
• AI Call Summaries
• Enquiry Enrichment
• Intent Signals

Together, these features help dealerships improve communication continuity and reduce manual administration. 

Need Help?

If you have questions about Customer Management, please contact your Customer Success Manager.

Any information on this page is provided as a guide only. It is not professional or expert advice and is not a substitute for such advice. The content may not be appropriate, correct or sufficient for your circumstances and should not be relied on as the only reason you do or don’t do anything.