A rapid adoption of digital tools and processes was the make-it-or-break-it reality for the last twelve months. Dealerships without a solid digital foundation already were forced to overhaul the entire shopping, buying, and servicing experience as quickly as possible to face the reality of the pandemic in 2020. And what would have normally taken years to accomplish was achieved in short-order. The end results are brand new buyer habits, largely improved customer satisfaction ratings, and a whole new world of opportunities.
Cox Automotive: In its 11th annual Car Buying Journey Study, Cox Automotive takes a look at the positive impacts digital tool adoption has had from the buyer perspective over the last year. The pandemic has completely revolutionized the purchase process for new and used autos, yet 81% of those surveyed reported a high rate of satisfaction with the process.
VinSolutions: Mark Vickery, Senior Director of Performance Management at VinSolutions, shares key action items for implementing and optimizing a digital sales experience in this recorded session.
MarTechToday: When COVID hit, operations went from finance, sales and service transactions handled in person, to layoffs and streamlined processes. If dealerships hadn’t already built a solid foundation for digital, they were forced to create one overnight.
Wards Auto: No longer a nice-to-have, digital transformation became a necessity in 2020.And with it, new customer behaviors have become the new normal—and they’re likely to stick around long-term.
Auto News: When Dealertrack arrived in the market, it was generally assumed a major adoption of similar tools would follow. However, it tool a pandemic to see how valuable a change to F&I could be for consumers and dealers.