Five Technology Gaps Costing Dealerships Customers, Control and Profit BY SHAWN TORRES, CEO, IN-TELECOM Dealerships do not need more technology. Most already have plenty of it. They have a phone system, a DMS, CRM, cameras, access control, computers, Wi-Fi, cybersecurity tools and a long list of vendors responsible for different pieces of the operation. The problem is not a lack of technology. It is a lack of ownership. When systems are disconnected, calls go unanswered. Customer information gets trapped inside conversations. Security footage is reviewed after the damage is done. Managers lack visibility across departments and rooftops. When something fails, three vendors point fingers at one another while the dealership absorbs the cost. That is what dealership leaders should be watching. The next stage of automotive technology is not about adding another tool. It is about gaining greater control over the customer experience, the operation and the risks surrounding the business. That challenge becomes especially clear as dealerships add locations, inherit systems and rely on more vendors. In this article, we’ll look at five areas where improvements in visibility, consistency and ownership of critical technology can make all the difference for your dealership. 1. TECHNOLOGY SHOULD BE STANDARDIZED ACROSS ROOFTOPS Acquiring or opening another dealership creates an immediate technology challenge. The new rooftop may have a different phone provider, internet connection, camera platform, access control system, cybersecurity setup and IT company. It may also have outdated equipment, undocumented processes and user accounts that were never properly removed. Leadership inherits all of it. Allowing every location to operate independently may seem easier in the short term, but fragmentation becomes expensive as the group grows. It creates inconsistent customer experiences, uneven security standards, duplicate expenses, difficult reporting, slower employee onboarding and confusion over who is responsible for each system. Growing dealer groups need a technology standard. That does not mean every rooftop must become identical overnight. It means leadership should establish clear expectations for communications, cybersecurity, access, video, networks, support and reporting. There should be a repeatable process for bringing a location into the group, assessing its risks, assigning ownership and moving it toward the organization’s standard. 15
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