Challenge

JLR was facing a sustained, year-on-year decline in lead conversion rates across its retail network. The root cause was structural: customer data sat in siloed systems, making it impossible to build a coherent picture of where any given buyer was in their purchase journey. With the majority of sales flowing through third-party retailers, JLR had limited visibility and even less ability to intervene at the moments that matter most. Personalisation was inconsistent, sales efforts were poorly timed, and the gap between customer intent and agent action continued to widen.

Solution

We designed and delivered Intelligent Lead Alerts, a data-driven solution built on Google Cloud that unified JLR's fragmented customer data and surfaced real-time propensity-to-buy signals. Using BigQuery for scalable data consolidation, Vertex AI to power the predictive modelling, and Looker to deliver actionable insight to sales teams, the solution gave JLR the ability to identify high-intent customers and activate the right agent at precisely the right moment. Rather than relying on instinct or lagging indicators, sales teams could now act on intelligence grounded in live behavioural data across the full buying journey.

Outcomes

The solution was validated through a French pilot programme, where participating retailers achieved 55% faster growth than their counterparts. Regional rollout saw conversion rates improve by up to 8 percentage points, with full return on investment realised within three months of going into production. The commercial case is clear: a single percentage point improvement in conversion rate translates to a potential £39 million revenue uplift across the EU market. With a projected 14:1 return in subsequent years, the programme is now expanding across Europe and into global markets.