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I came into two stores that were buried in the past.  Absolutely nothing was tracked other than sales. All phone calls came through the operator including service and parts.  The only log that existed was the sales log.  It logged the traffic that was actually sold.  Neither the salespeople or the Sales Managers wanted the accountability that came with call measurement and the new CRM.  The phone system now has an electronic bridge that sends the calls to the appropriate departments. They now embrace all this technology.