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Every year dealers, industry experts and automotive professionals attend NADA to catch a preview of the hottest new product offerings, learn new business processes and keep up with the latest in industry trends. NADA 2018 was an incredible experience for ELEAD1ONE and we would like to thank our existing and new clients, as well as industry friends who visited our booth and helped us achieve record-breaking success.

If you couldn’t make it to the show, it’s not too late to join the conversation. We’ve gathered some of the most important highlights, technology updates and processes improvements from NADA to help you gain business advantage in 2018.

Customer Experience Takes Center Stage

With more and more of today’s consumers demanding an easy, Amazon-level shopping and customer service retail experience, it’s little wonder that Customer Experience was the hottest topic of NADA 2018. The most successful dealers are examining every aspect of the Customer Experience, from the first website visit all the way to the way they are servicing vehicles. So how do you truly put customers first?

Establish a comfortable, open and inviting culture that helps you to stand out from the competition. The key to an authentic, genuine experience lies within your staff and environment. Industry experts shared tips on how to build a culture that values customer experience.

High-pressure selling is out, and consultative selling is in. Most car buyers conduct substantial research before visiting a dealership, so it’s critical that your staff has the right information at their fingertips to answer customer questions quickly as a knowledgeable, trusted advisor. Your customers want options, not obligations. Instead of pushing a specific vehicle or service repair, present several options and let your customers choose.

We all know technology can never replace the human element of the business. The takeaway here is that to provide the genuine, authentic customer experiences your customers expect. You must choose technology partners who understand and value every aspect of experience – for your interactions with customers throughout their journey with your business.

Digital Retailing Spotlight

Digital Retailing was all the buzz at NADA 2018, which speaks to the larger trend of meeting today’s automotive shoppers on their terms – providing technology that provides them the convenience to shop when, where and how they want. While some dealers are reluctant to embrace digital retailing for fear of losing control of the sales process, it’s here – ready or not. And, we don’t see that happening. Most customers still want to visit the dealership for test drives and to sign paperwork. It comes down to time, value and convenience. Many manufacturers, large auto groups and third parties have introduced a variety of digital solutions for online car buying. So, what should you look for in a digital retailing solution?

Avoid solutions designed to cut your dealership out of the process by allowing customers to build their own deals on a third-party website. Without your inventory, these solutions can hardly offer consumers a seamless sales process. They are essentially selling you deals as leads.

As a dealer, consider giving your customers the best of both worlds. A hybrid, or integrated, approach that gives customers the technology to complete some or all of the car-buying process on your Website. Most important, look for a solution that allows customers to seamlessly pick up where they left off inside the dealership Look for solutions that help consumers overcome obstacles such as trade-in valuations, credit and financing.

The good news is, solutions are available that keep your dealership central to the car-buying process. It doesn’t have to be complicated; just think of digital retailing as another way to engage Website visitors, enhance your customers’ shopping experience and gain a competitive edge.

Innovations in Service Bring Increased Efficiency and Build Lasting Relationships

With only 10 percent of U.S. dealerships utilizing a service software solution, today’s dealers are still unsure how technology will pay off in the long-term. Dealers are hesitant to change because they are still making money. But there is one fundamental truth to encouraging big gains in market share and profits: staying the same equates to falling backward. Doing things the same old way will result in a decrease in future business. Why? Customers choose the best experience, and dealers must provide an excellent service customer experience to keep customers coming back — or its competitors will. The goal for the industry’s most profitable service departments? To streamline the communication between service advisors, service technicians, the parts desk, and most of all – with customers.

Forward-thinking service departments such as Scott Clark Toyota in North Carolina are improving customer experience, increasing efficiency, and streamlining communication with ELEAD1ONE’s Service CRM, Service1One. By adding fixed ops accountability and retention programs, the results are increased profits and higher customer satisfaction scores.

Given the rapid evolution of the service customer’s needs and desires, it’s critical to find a partner with an eye on the future and consider future integration needs. Video and texting capabilities will be the baseline for comparison between solutions in the Fixed Operations space. And, today’s innovators in the service space have incorporated tools to help Service Managers make more informed decisions on pricing to achieve their profit goals.

NADA 2018 was truly a show for the books in terms of gaining all the latest training on refining processes and for technology advancements. The ELEAD1ONE team was proud to be the most-awarded automotive CRM bringing home 10 awards. Customer experience drives everything we do at ELEAD1ONE, so we are immensely honored that our clients take time out of their busy schedules to recommend our company.

As always, we are grateful for the wonderful opportunity to connect with our customers, industry partners and friends. Stay tuned and be sure to subscribe for the latest in helpful tips, tricks and tech updates as we continue to reimagine Genuine Customer Experience with you in 2018.

NADA 2018 is just around the corner and digital retail is taking the spotlight as the must-see tech innovations for automotive dealers this week in Las Vegas.

ELEAD1ONE Partner Bill Wittenmyer and Hanna Lutz of Automotive News chatted about what it means to use digital retailing tools to meet customers where they want to be. Details from the interview are featured in the Automotive News article “Online Retailing Products Take the Spotlight”. Click here to download your copy. Read More

Is your dealership planning to implement a digital retailing solution this year? If so, you’re not alone. According to a 2017 study by Root & Associates and CDK Global, more than half of dealership management has expressed interest in a digital retailing solution for their website.

Now that more tools are becoming available, it won’t be long before a small percentage of car buyers complete at least part of the purchase process online.

One of the first questions that dealers should ask when implementing a new solution is, “How can we best serve our customers during their online car-buying journey?” Read More

Introducing DealBuilder Digital Retailing

2018 is off to a running start at ELEAD1ONE, and our product team has been working hard to keep our resolution – to deliver the hottest customer experience technology in automotive. This week we’re unveiling DealBuilder, a digital retailing application that guides customers through the entire vehicle purchase process, wherever they are.

What Is DealBuilder

It’s clear that digital retailing is here to stay, so ELEAD1ONE envisioned and created a tool that allows consumers to start the vehicle purchase process online with DealBuilder Online or at the dealership with the aid of a salesperson and DealBuilder Showroom. Read More

Ranked #1 in Dealer Satisfaction, ELEAD1ONE Wins 7 Awards in 6 Categories

ELEAD1ONE will receive “Highest Rated” awards for six categories and “Top Rated” in one category in the eighth annual DrivingSales Dealer Satisfaction Awards during the upcoming 2018 NADA Show. As determined by the thousands of auto dealers who are part of the DrivingSales.com community, ELEAD1ONE received the highest dealer satisfaction ranking in CRM Sales Department, Desking, Inventory Merchandising, Lead Management, Mobile Applications, Owner Marketing / Equity Mining.

This is our fourth consecutive year to be recognized as the “Highest Rated” award for CRM Sales and Lead Management. Customer experience drives everything we do at ELEAD1ONE, so we are immensely honored that our clients take time out of their busy schedules to recommend our company. These awards solidify the ELEAD1ONE team’s continuous hard work and dedication to client success.

Read More

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Explore the auto retail industry’s most celebrated Total Relationship Management(TRM) System at NADA 2016.  Increase customer satisfaction, loyalty and advocacy through lasting relationships built on interactions that exceed expectations.  Our team of industry experts and consultants are ready to craft a solution that provides solid results through the entire sales and service lifecycle. Reserve your VIP demo now. Limited seating available.

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