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John  Grace

John Grace Associate Vice President of Operations

Exclusive Blog Posts

Low-Cost Service Marketing Tactics for December

Low-Cost Service Marketing Tactics for December

Inevitably, the service department in December is a frustrating enigma. It’s next to impossible to predict the ebbs and flows, the staffing schedule …

Leading Vs Managing

Leading Vs Managing

Here is a simple acronym to help you understand the keys to being a good leader.  Regardless if you are a manager, or one day hope to be, these ar…

Oli Gardner on the Importance of Clarity

Oli Gardner on the Importance of Clarity

    2018 DSES keynote speaker Oli Gardner discussed the importance of clarity on your website.  How can you make sure your webs…

How to Interview a Potential New Hire

How to Interview a Potential New Hire

  Asking the proper questions is essential to identifying the right candidate for your dealership.  Often, we ask templated questions that…

Customer Loyalty, Rewards, and Repeat Business [VIDEO]

Customer Loyalty, Rewards, and Repeat Business [VIDEO]

Customer loyalty is one of the most significant achievements for a business. It leads to repeat business, referrals, and word-of-mouth advertising. The bes…

Is Your Dealership Getting Weighed Down by the Status Quo?

Fear of change. It’s the comfort of status quo, the halting stop that holds a dealership’s business back and often one of the key reasons why so many rooftops hang on to their legacy dealer management system (DMS).

The DMS is at the core of every dealership. From customer data and finances to inventory, sales and employment records, the DMS touches every aspect of a dealership’s business and plays a key role in its overall efficiency.  

Unfortunately, this fear of change has left many a dealership without the flexibility to integrate with new tools and software—making it difficult to adapt to shifting customer expectations. With companies across verticals streamlining processes through easy ordering, real-time tracking and door-to-door delivery, the customer experience bar has never been higher for dealers. According to the 2018 Salesforce State of the Connected Customer Report, 65 percent of all U.S. customers surveyed said their standard for good customer experience is higher than ever.

Now, consider that just 46 percent of consumers are currently satisfied with how long the dealership process takes, according to Cox Automotive’s 2018 Car Buyer Journey Study, and it’s evident that there’s no longer room for complacency—especially when it comes to your DMS.

Moving on From Status Quo

It’s time to modernize your dealership, starting with an updated technology strategy that includes easy-to-use and easy-to-integrate solutions. The technology your dealership utilizes not only impacts the customer experience you deliver, but also the efficacy of your internal operations. That’s why it’s more important than ever to partner with a DMS provider that aligns with your larger business objectives and supports where you want to take your dealership in the future.

Perhaps, you’re seeing a momentous shift in your market, with an increasingly younger demographic coming into focus. Rather than fear an impending technology switch, think of it as an opportunity to create new processes and introduce a strategy that better serves this changing population—both customers and employees.

For Smythe Volvo in Summit, N.J., a technology switch enabled the dealership to reorganize the way it operated. “Switching over was kind of like cleaning out the garage, taking everything out, blowing out the cobwebs, and putting it back the way (we) wanted to put it back,” said Sean Flanagan, vice president of Smythe Volvo.

An updated technology strategy gives you the opportunity to take a step back and re-assess your dealership’s operations with a fresh perspective and your target audience in mind. Stop letting fear of change get in the way of your business objectives. Embrace the technology that your staff needs, and your consumers demand, to streamline processes and increase productivity.  

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