Veronica Dunford shares her advice to women who are considering entering the auto industry in this video blog.

This is my third and final blog in the series about what to look for when choosing a DMS.

In this final part of the series, I cover three more areas to consider when investigating what should be a long-term relationship.

1. Evaluate for the Future – When it comes to choosing a new DMS provider, many dealers evaluate for the very near term. It is wiser to look at a return for the next ten years or more.

Have you ever purchased a desktop or laptop and, within 6 months or less, found it to be somewhat outdated? This is a frequent occurrence with technology. When considering a software service that will be the backbone of your business, you can not just look at what it can do NOW. You should also investigate how it can grow with your dealership and keep up with the future.

Sure, in today’s market, contracts tend to be short-lived. This can be enticing for those dealers grown weary from decades-long contracts with their DMS. Therefore, it pays to evaluate the history of a DMS and seek a provider with a track record of improving their product. Look at how the DMS provider addresses new features and enhancement requests. Most importantly, take a good look at whether they provide for new feature sets.

For example, certain DMS providers “fix” a particular version of their platform and begin working on the next generation. While other providers continuously improve their existing platform. There is no sure answer other than the fact that technologies advance each year at a greater pace. Choose a partner you feel will best meet your needs for the next 10 years – not necessarily the length of your contract.

2. Evaluate the Technology – Researching the technical aspects of a DMS is one of the most challenging things to do -- but is very important. The software platform on which the DMS is built; the underlying operating system; and its servers; play a significant role in how flexible and accommodating it can actually be, compared to how much it wants to or claims to be. This can be difficult to research given the technical nature behind the tools used to develop the software. But it is an essential part of the selection process.

For example, if a DMS is built using proprietary tools and utilizes several databases to operate, the system will be inherently less flexible. It will also be challenging to develop streamlined, user-friendly processes. Also, it will be much harder for the DMS provider to integrate new technologies that appear on the scene. This could prevent your dealership from adopting new technologies that can help you sell more cars.

3. Evaluate the Training – Every department in a dealership requires the assistance of the DMS. From sales to inventory management, to service, to parts, to the business office, a DMS is essential in the efficient operation of the dealership. Therefore, training on the DMS platform is vital to its success. With the high turnover rates dealerships typically endure, training costs are real and can add up.

The DMS should be intuitive in its use and provide a natural flow to support your dealership’s desired processes. Consistency with various functionalities, work-flows, and the general feel of the DMS can help shorten the training cycle and increase utilization. So be sure to study these attributes because they are essential to ensure you get the best ROI from your DMS investment.

Most dealers know that switching to a new DMS provider can be an arduous process. By asking the right questions while making that decision, I hope that you can minimize failure and make decisions which lead to the ultimate match made in heaven.

To your success!

Dealers are regularly approached by vendors selling their wares. Not only is it challenging to know what will be a valuable asset for your particular dealership, but it can also sometimes be downright confusing!

Of all of the various software and data services available to dealerships, none is more essential than your Dealer-Management System. Take a minute and think of all the technology a dealership adopts as if it were a human body. Well, in this analogy, the DMS is the brain that runs the whole operation. Choosing one that is the right fit can be incredibly difficult. And, shiny objects can easily seduce a dealership into selecting a DMS that isn’t the right fit.

So, how do you choose which one is right for your particular dealership?

This blog is the first in a 3-part series where I plan to share the research a dealership should do, the questions you should ask and what in particular you should look at when vetting each of the dealer management systems available. I hope that this can help you find the right partner. Yes, I am a DMS vendor. But it is also my passion to share my experience to help others. And, as I have been in this particular field for many years, I hope my observations are helpful!

To start with:

1)   Choose the right business partner:

First and foremost, you want to look for a partner, not merely a technology vendor. Look for complementary skills, similar values, and like-minded goals. I am sure you value your customers, so likewise, look for a dealer management system provider that values its dealer customer – you.

Similarly, I am sure you strive for an excellent customer experience. So, seek a provider that strives for the same great experience for its dealer client, and that demonstrates mutual respect through their customer service. Also, ensure that their software and data services are a good fit for your dealership. Not all technology is created equal so, if you feel that something is lacking in their technology; or that they lack innovation and that your dealership can create better ways to operate without them; then your focus should be on choosing a business partner that is an extension of the technology staff at your dealership.

2)   Ensure they can Integrate with your key vendors:

An incredibly important thing to consider when choosing a DMS is integration. There is nothing more frustrating than encountering friction and problems in integration with other key vendors.

No dealer wants to feel handcuffed by any technology provider. To ensure flexibility with any of your other third-party software and data services, chose DMS providers that do not limit integration. Some providers restrict access to new technologies through high fees, or they limit your functionality. For example, several third-party services provide a mobile write-up solution, yet many DMS providers limit your ability to use some of these tools to create ROs. Look for a partner that excels at providing secure, real-time, and unfettered integration to any third-party your dealership wishes to use, both now and in the future.

3)   Evaluate Security:

Cyber threats are increasingly common as hackers penetrate systems containing sensitive personal customer information. Any DMS provider you choose must be prepared to deal with threats and should provide your dealership with continuous improvements when it comes to data access and security from external threats.

Another thing to consider is the two types of data platforms utilized by DMS providers: hosted (in the cloud) and on the premises in the dealership.

If you are considering a hosted service, be sure to evaluate where the data center resides, whether it meets current certification and data security standards, what their backup and recovery procedures are and how often all are reviewed for vulnerabilities.

On the other hand, if you are considering a DMS that is based on your premises, your dealership maintains a bit more control. It is crucial to evaluate your own internal controls, procedures, and who has access to this data. 

A DMS provider can, however, play a significant role in providing best practices and training your staff in ways to secure your data from unwanted and unauthorized access as well as provide advice and guidance to management on what internal safeguards should be put into place.

Summary

These are just three best-practice suggestions your dealership can use when considering a DMS provider. I hope you find them helpful! Stay tuned for the next part in this 3-part series.

It’s not my fault – but it IS my responsibility to fix it! This attitude has served me very well in my career.

All too often we get wrapped up in the finger pointing when in reality all the customer cares about is "Who's going to fix my problem?"

Once we can eliminate the blame game, we can identify the underlying issues and work towards a resolution. If you enjoy your job or love what you do, then you are in charge of your future. You are the only one that can fire you! When you can finally embrace this, you will indeed be a valuable asset to any place you chose to work.

Let’s be clear here, however. Owning your future should NOT be confused with cockiness or feeling that you are untouchable. It is all about giving the perception that you care about your clients and will do whatever it takes to ensure they are happy and satisfied.

Don't be on the defense, take control and be the solution your clients look for.

No technology is perfect. However, once you take responsibility, instead of blaming others, you will find that your company and your clients will become your champion. They will want you to succeed just as much as you want them to.

When you fall prey to the idea that someone always has to be at fault (i.e., the "blame game”), you are never fully vested in finding a solution for your clients, but instead simply trying to convince them that you aren't at fault. And you know what? It doesn’t matter whose fault it is. The only thing that matters is that the problem gets solved.

Set an example and provide the type of service your customers need and look to you for. I promise you that in the long run, you will be happy, your clients will be satisfied, and your company will thank you for it.

While sitting here thinking about what to write for my next blog, I was taken back in time to a wonderful visit to a quaint little resort near Ocho Rios in Jamaica. Blissfully relaxing, looking at the sunset over the ocean, I recognized how blessed I am.

This was unlike any other trip. The entire resort was taken over by automotive industry professionals; an eclectic mixture of both vendors and dealership employees. Why was I feeling blessed? Because this group included me. It’s one thing to “wine and dine” clients, and quite another to be included as part of the auto industry’s family. As the sun set over the ocean, what made this particular moment with automotive industry people so special?

Relationships!

Being in this industry, one thing I have always prided myself for is that I ensure I know each and every one of my dealership clients on a much deeper level than where my paycheck comes from. My clients are so much more than a transaction. For many vendors, dealership clients are simply reoccurring income or an invoice to the employer whom they happen to work for.

I have always followed the philosophy that my clients are like family. I genuinely believe this is a much better way to do business. Just like my personal family, I know clients’ birthdays, anniversaries, often their spouses and children’s names, etc. I don’t do this because I think it will bring me more income, I do this because I care. I care not only about them on a personal level, I care about the success of their businesses. And, because of that, dealer clients – and even dealers who aren’t clients – consider me a friend.

Treating people as if you are an integral part of their success, sincerely doing whatever you can to help them achieve it, is the quintessential definition of a friend. I honestly want to get to know people, and if I believe my service can help them, I will tell them how. If they choose not to go with my company or me, we are still friends.

Sadly, our industry is one that can best be described as a revolving door. At each conference I attend I meet friendly faces who, sometimes to my surprise, have switched jobs to a different company. If I’m surprised, you can only imagine how their now ex-clients feel.

The simple fact is that people prefer to do business with people they like and feel they can trust. However, with this revolving door in our industry, sometimes relationships die before they ever have a chance to flourish. Dealers don’t want just another vendor coming into their dealerships spouting promises of ROI and increased sales. That’s what everyone does. What they want is someone that cares about them and their business… and they can tell the difference in the same way anyone in the world can tell if they are merely getting a sales pitch, rather than real help and support.

In this industry, relationships not only dictate whether a dealer trusts a vendor, but also whether they thrive under that vendor. Will that vendor embrace them and help them figure out this giant puzzle of services that many, frankly, don’t have time to put together and understand?

It is similar to the relationship between a dealership and a car buyer. Both require effort. Both require interest, and in the end, both require caring about the needs of the other and being truly honest in your communication.

At the point when those relationships are built, trust is established. Those co-workers, peers, customers and soon-to-be customers, will become the one thing that is stronger than a contract: Family.

I am certainly proud to be a part of my automotive family!

Mason City Iowa, February 5, 2019 -- DealerBuilt, a leading provider of automotive Dealer Management Systems (DMS), today announced that it has expanded its integration with Channel Partner Spiffit to help auto dealers improve operations in sales, service, and accounting, and to drive more revenue.

Spiffit is the leading provider of SaaS (Software as a Service) sales incentive management applications and has been a DealerBuilt Channel Partner for the past four years. The previous integration was purely for the service side of the business and is now expanded into sales and accounting as well. 

DealerBuilt DMS clients using the Spiffit platform can now manage their various sales performance incentive funds more efficiently and certainty. The Spiffit program not only automates burdensome manual incentive program recordkeeping and reporting but also delivers more actionable spiffs accountability that helps drive sales performance.

Spiffit tracks the spiff incentive programs of dealership OEMs, vendors and dealer groups and displays liabilities, reconciles claims and compiles downloadable program data for accurate/concise reporting and fulfillment. The automated and DMS-driven platform enables sharing of sales, financial and performance metrics by employee and department, in real-time. Spiffit Scoreboards engage the entire team from management to staff.

Spiffit also provides DealerBuilt clients with accurate and accessible digital documentation for all contests and pay plans to simplify incentives program administration, accounting, and payroll. With Spiffit, DealerBuilt clients eliminate end-of-month crunching of manual incentives reports, which themselves can be questionable, time-consuming and ineffective for motivational purposes.

“DealerBuilt provides hundreds of dealers with a DMS that empowers their staff to build processes best for them, encompassing a system centered around their customers, which makes Spiffit a perfect partner," stated Veronica Dunford, DealerBuilt Executive Vice President of Business Development. “Spiffit is the kind of revolutionary technology we seek to provide for DealerBuilt clients, and we’re excited to expand our partnership to provide performance-enhancement solutions like this to help our clients push back margin compression."

“Spiffit’s expanded integration with DealerBuilt proves our commitment to implement and manage spiff programs for DealerBuilt’s clients,” said Sean Ugrin, Spiffit founder and Chief Executive Officer. “Now, DealerBuilt clients using Spiffit will see increased sales by engaging their staff and management in improved incentive program management. In line with DealerBuilt, our desire for a great customer experience is priority one.”

About DealerBuilt:

DealerBuilt is a premier provider of Dealer Management Systems for retail automobile dealerships. DealerBuilt's integrated LightYear DMS has proven to be an effective solution for the operation of successful Dealers and Dealership groups of all sizes nationwide. DealerBuilt, located in Mason City, IA, and Grapevine, TX, has enjoyed steady growth as automobile Dealers seek additional choices to manage their dealer operations. For more information about DealerBuilt, call or visit (888) 808-0733 / https://dealerbuilt.com/

About Spiffit:

Spiffit is a leading provider of SaaS sales incentive applications that drive revenue. Spiffit’s powerful application has been proven to increase performance by promoting and rewarding profitable behavior for automotive dealers of all sizes. Spiffit, in Denver, Colorado, has been growing steadily as automotive dealers see the improved results achieved by implementing and managing targeted Spiff programs for both Service and Sales. For more information, contact Spiffit.com or e-mail hello@Spiffit.com.

Media Contact:

Sara Callahan

Carter West Public Relations

727-288-2159

carterwestpr@gmail.com

In my experience, one of the top frustrations dealers have when choosing the best solutions from multiple vendors is how to get them to work well together. The problem is, whether it’s a DMS; CRM; service lane tool; or any other significant technology available; not all work together in harmony. And that is what dealers want.

I’m not suggesting that everyone sit in a circle and sing "Kumbaya," but just that when a dealer finds a solution which promises to increase sales or CSI, they really wish that all their other technology partners would play nice.

Is the vendor community afraid of ‘partnership’? Why is there a problem providing dealers with choices as far as what works best for THEM, rather than the vendor?

Here’s how I see it:

1. 1. Lack of Mutual Clients to Justify the Effort – Far too frequently, especially if the solution is a startup, other technology vendors feel it lacks the demand necessary to justify spending much time and effort refining the integration between the two companies.
2. While understandable, this roadblock for the start-up can also end up being a retention issue for the larger technology vendor, if the dealer(s) want the service badly enough. Many dealers change technology providers merely because they want solutions to work together. If their vendor is unwilling, they go and find others that are.
3. 2. Fear or Elimination – Some vendors, especially new technology solutions, fear integration with larger companies, such as DMS and CRM vendors. Rightly or wrongly, they feel the larger company will simply copy their technology and roll it out to their existing dealer clients -- potentially putting them out of business. As new technologies continue to roll out, vendors should work together to service the client properly.
4. 3. Technical Disparities – At times, larger companies expect smaller companies to adapt to them, not vice versa. However, larger technology companies usually have more resources and the ability to integrate. And, while larger companies sometimes feel that they can’t integrate with every new technology arriving on the scene, for the most part, these new technology companies only need access to and/or cooperation from larger companies in small pieces, which is easier to accomplish.
5. 4. Data security – The importance of data security in the industry cannot be overstated. And as an industry, while much has been done, there is always work in front of us. Dealerships want more say in what is transmitted. Who is responsible comes into question. DMS vendors certainly bear a considerable portion of the cost to maintain data security. With the right safeguards established during the integration and/or data sharing process, by companies both large and small, it is possible to protect the privacy and security of consumer data.
6.  

In the end, the goal for any dealer technology provider should be to make things easier and more profitable for their dealers. The best way to do that is for everyone to work together to benefit BOTH dealers and the industry in general. Technology companies will continue to innovate, and DMS providers should welcome that. Those that make integration difficult, or just refuse, will find themselves losing clients.