Today’s car buyers expect to move seamlessly between online and in-store experiences—sometimes starting their journey on a smartphone, continuing it at home, and finishing it at your dealership. The pressure is on for dealerships to deliver a digital-first, customer-centric experience at every touchpoint.
According to the 2024 Cox Automotive Digitization of Automotive Retail Study, the most successful dealerships are making strategic investments in omnichannel solutions—tools and processes that let customers shop online, in-store, and everywhere in between. In fact, 73% of these leading dealers say their current technology provides a good omnichannel experience, helping them meet buyers wherever they are.
But how does your dealership stack up? Take our quick quiz to see if you’re truly delivering the kind of experience today’s shoppers expect—or if there’s room to improve with help from AI and automation.
Digital Experience Readiness
When customers complete paperwork online, do they still have to repeat those steps when they arrive at your dealership?
Why it matters
A smooth transition from online to in-store isn’t just a nice-to-have—it’s what today’s car buyers expect. Customers expect to be able to start their journey online and pick up right where they left off in your showroom. When dealers get it right, this kind of seamless experience pays off: 81% of digital-leaning buyers report high satisfaction with their dealership when the process is truly connected. In a competitive market, delivering this level of convenience and consistency can be the difference between winning a customer for life or losing them to a more digitally savvy competitor.
Operational Efficiency
Are your sales and BDC teams still manually following up with every lead, instead of using automated tools to prioritize hot prospects?
Does your team lack instant access to key customer data—like vehicle interest, trade-in value, or buying power—before a lead is even submitted?
Why it matters:
When your team can quickly identify and focus on ready-to-buy customers, they’re able to close more deals, faster—and with less wasted effort. Instead of spending valuable time chasing cold leads, your sales and BDC professionals can zero in on the opportunities that are most likely to convert. VinSolutions Predictive Insights brings these high-potential customers front and center, providing your team with actionable information and clear next steps. This not only streamlines your sales process, but also empowers your staff to communicate, negotiate, and close with greater confidence and efficiency. Having this kind of targeted insight can make all the difference in meeting your sales goals and delivering a standout customer experience.
AI & Automation
Are your marketing campaigns and follow-ups still handled manually, without adapting to each shopper’s behavior?
Are repetitive tasks—like follow-ups and proposal generation—still done by hand, instead of being automated?
Why it matters:
Personalization is expected from every interaction to keep up with today’s customers. When your marketing campaigns and follow-ups are handled manually, it’s easy for messages to become generic or for leads to slip through the cracks. AI-powered automation changes the game by adapting your outreach to each shopper’s unique behavior and preferences, ensuring that every message is timely and relevant. This not only saves your team valuable time by taking repetitive tasks off their plate, but it also helps you build stronger relationships with customers. VinSolutions GenAI turbo charges these messages so your dealership can deliver a truly personalized experience at scale, making every customer feel seen and understood—while your team focuses on what they do best: selling and serving.
Fixed Ops Integration
Do your service and sales teams still have to manually share customer data, instead of using integrated systems?
Why it matters:
When your sales and service teams operate in silos, valuable customer information can get lost or overlooked, leading to missed opportunities and a fragmented experience for your buyers. Manual data sharing is not only inefficient, but it also increases the risk of errors and delays. By integrating your fixed operations with your sales processes, you create a seamless flow of information that benefits both your team and your customers. This connectivity means your staff can identify new sales opportunities, offer timely trade-in deals, and follow up on service visits with relevant offers—turning every interaction into a chance to build loyalty and drive future business. Dealerships that break down these barriers are better positioned to deliver the kind of consistent, high-quality experience that keeps customers coming back.
Scoring Your Results
If you answered “YES” to any of these questions, your dealership may not be fully digitally ready. The good news? VinSolutions can help you deliver the results your team—and your customers—expect.
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Source: 2024 Cox Automotive Digitization of Automotive Retail Study