These days, everyone talks about creating great customer buying experiences. What may be overlooked is that great buying experiences start with great selling experiences. The Cox Automotive 2022 Car Buyer Journey study found a strong correlation between the length of the buying process and customer satisfaction. It’s no surprise that the longer the process takes, the more satisfaction levels decline. By improving productivity and overall dealership operations, you can create better buying experiences that lead to increased customer satisfaction. When you put in place easy-to-use and connected technology at every step of the deal, you help move sales forward faster to please customers while also boosting productivity and therefore, profitability. Below are three areas where dealerships can drive productivity and operational efficiency, directly tied to customer satisfaction: DMS: The heart of the matter When you decide to streamline the buying process for customers you have to go to the heart of the matter: your DMS. This operational all-star is where all your customer data is stored and secured. It has to be easy to use and navigate to achieve the smooth workflows required to make buying a pleasure. A DMS that easily connects with all your systems reduces data re-entry and ensures increased accuracy to raise workflow standards and customer satisfaction. It all boils down to efficiency. When your team can efficiently access customer information and move customers along the purchase path faster, you get more satisfied customers out the door and more profit added to your bottom line. F&I: When every minute counts If the goal is to speed the deal process, those piles of paperwork need to be the first to go. Nothing brings down the excitement of a new vehicle purchase faster than mountains of paperwork, a seemingly endless contract review, and a monotonous signing process. With digital contracting and remote signing, the paper shuffle becomes an easy, digitized process that customers can even complete from home. All this saves time up front, allowing customers to review digitally, sign once, and then simply tap to append each signature thereafter. On the back end, the dealership benefits from the reduced risk of errors and elimination of missed signatures. Another way to save time is to avoid surprises during the tradein process. A trade-in titling solution that allows you to see title details ahead of accepting trades helps you avoid factors like undisclosed co-owners that can unwind deals and frustrate customers. Taking a trade-in with confidence and getting the title released faster also means more used inventory options for the next customers who shop your lot. End on a high note with accurate reg & title completion Handling each in-state customer’s registration and titling process before they drive off the lot is a great finishing touch that dealerships can provide. The knowledge that you’ve saved your customers from standing in line at the DMV leaves a great lasting impression! Dealerships can extend the same service for out-of-state customers with a 50-state electronic reg & title solution that calculates taxes and fees and provides the forms for any state. These solutions should include electronic checklists to ensure you collect only the information, documents and forms needed for a particular state and customer. The Dealertrack difference Backed by the power of Cox Automotive, Dealertrack’s advanced DMS, F&I, and comprehensive registration and titling solutions connect across dealership departments to speed deals and create great buying experiences. From our deep knowledge of the retail automotive industry and its challenges to proactive system support, we have your back so you can focus on what matters most: your customers. We are proud to be the exclusively-endorsed Reg & Title partner of the Virginia Automobile Dealers Association (VADA). Schedule a no-obligation call with Kim Haddaway, regional sales manager for Virginia, to discuss how Dealertrack solutions and support can drive operational efficiency for highly satisfied customers. Great customer experiences… Can be built into every vehicle deal
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