While consulting dealerships across multiple U.S. states, our client noticed several recurring operational inefficiencies that slowed down day-to-day sales activity:

• Choosing the right communication channel for each lead took time. Sales reps had to manually dig into CRM history to determine where the lead was most responsive.

• A significant portion of replies were standard and repetitive, yet reps had to type them manually each time.

• Best practices and proven tactics existed within the teams, but they weren’t being reused or shared consistently across conversations. This led to inconsistent communication quality and lost opportunities.

Efficiency is everything in sales and small time losses in communication add up fast.

At the outset, the client was upfront: they weren’t experienced in tech and needed a reliable partner who could take ownership of the full product development journey. That included:

• Product scoping

• UX/UI design

• Technical development

• Quality assurance and testing

We embraced this challenge, aiming to deliver maximum value through a focused MVP scope that could be built quickly and tested in real environments.

Together with the client, we:

• Scoped a feature set that tackled the most critical user needs

• Planned for manual workarounds where automation wasn’t feasible yet (allowing faster go-to-market)

• Designed a foundation that could grow and evolve as the business scaled

We ran several rounds of collaborative workshops with the client to define user pain points, prioritise features, and wireframe the product. After multiple iterations, we arrived at an MVP that could be designed, developed, and launched within three months.

Key product decisions included:

➤ AI-powered reply generation using LLMs (large language models) that analyse previous conversations across SMS, emails, and phone notes. This allowed replies to feel human while saving reps time.

➤ Custom reply templates that let dealership owners define their most effective messages, giving teams fast, reliable answers and building a shared communication strategy.

➤ An iterative development cycle where we released in phases, tracked how the product was used, and adjusted future milestones based on real user feedback.

This lean, feedback-first approach helped ensure that every new feature addressed an actual user need, not just an assumption.

Just a few months after launch, CRM Wingman had been adopted by over a dozen dealerships, with many more active daily users.

Here’s what changed:

✔️ Faster communication Replies that used to take several minutes now take just seconds

✔️ Smarter sales workflow Reps instantly know which communication channel to use for each lead, without digging through old notes

✔️ AI that works for humans Generated replies feel tailored and natural, helping teams stay personal at scale

✔️ 0 churn! Everyone signed up for the product still uses the product to this day