The Sale, be it a new or used car, parts or repair order, is the lifeblood of an auto dealership. If customers don’t respond to vehicle and service offerings, a dealership will ultimately fail. In today’s competitive environment, informed consumers redefine the way they want to be engaged and purchase vehicles. Therefore more and more dealership decision makers turn to Customer Relationship Management (CRM) and Internet Lead Management systems (ILM) to capture more value from sales and service operations.
Burgeoning Market for Automotive CRM and ILM Solutions
The market for automotive Front-End solutions is one of the most innovative and fastest-moving segments in the industry. The number of vendors that offer CRM core functionality but also supplementary services like websites, digital marketing plans (SEM/SEO), Desking user interfaces with lease rates and residuals, used vehicle inventory merchandising tools, data and equity mining kits, data cleansing, Service CRM platforms, call tracking and 800 numbers, and others is incredibly high. As each and every technology vendor strives for differentiation and offering unique selling propositions, the CRM market offers an enormous spectrum from lean entry-level solutions to complex CRM Front-End suites.
Dealers Face Tough CRM Choices
Car dealers but also Original Equipment Manufacturers (OEM) need integrated CRM and ILM platforms that are capable of managing customers and prospects across communication channels including showroom, telephony, and online presence. Dealers are faced with tough choices when selecting the right CRM system, as they not just have to worry about functionality and workflow, but also OEM approval and certification, DMS and Phone integration, data ownership, training and support policies, and of course price point and terms.
Gillrie Institute CRM Consulting
CRM and ILM systems come in so many different flavors that without the right insights a critical dealership technology project can easily turn into a nightmare. We will provide dealers with the guidance and tools they need to:
- Understand CRM/ILM systems’ points differences and parity,
- Attain maximum discounts on CRM and ILM systems,
- Avoid data extraction problems with the dealer’s DMS,
- Secure data ownership and safeguard rules, and
- Save a lot of valuable time.
Here is a quick recap of what we do for clients: