Good customer relationship management requires good communication.

Which is why dealership CRM DriveCentric’s latest partnership integrates GoTo’s artificial intelligence communications platform into its customer engagement platform.

For GoTo, a provider of cloud communications and information technology, the integration expands a commitment to the automotive sector that began in earnest with its launch of GoTo Connect for Automotive, designed specifically for auto dealerships, in March 2025.

“Our customers have been clear — they want their customer communications and CRM working seamlessly together,” GoTo general manager of unified communications and collaboration Damon Covey said. “Our integration with DriveCentric is a direct response to that feedback and another important step in our continued commitment to the automotive industry.

“By integrating GoTo Connect directly into the tools dealerships already rely on, we’re helping them simplify operations, unlock insight from every customer interaction and deliver faster, more connected buying and service experiences.”

The integration with GoTo Connect lets dealerships manage every customer interaction within DriveCentric, the companies said, including placing and receiving calls, sending messages and automatically capturing AI-powered insights, without having to switch between systems.

The unified experience is designed to provide a single, complete view of conversations so dealership staff can spend less time on administration and more time building customer relationships and driving sales.

The companies said the integration allows dealerships to respond faster, personalize interactions and increase customer satisfaction to drive long-term loyalty and retention, as well as boosting staff productivity, reducing wait times with intelligent call routing to connect customers to the right department or service advisor faster, eliminating manual documentation by automatically logging inbound and outbound calls with AI-generated summaries and sentiment analysis, and improving service retention by enabling sales and service teams to communicate with customers from either platform using one business number.

“At DriveCentric, our mission is to help dealerships deliver modern, seamless customer experiences,” head of corporate development and OEM partnerships Joe Hampton said. “By integrating GoTo Connect’s communication and AI capabilities directly into DriveCentric, we’re giving our shared customers real-time visibility into every interaction, eliminating manual processes and removing the friction that middleware solutions simply can’t solve.”

For DriveCentric, the partnership is the next step in its strategy of using integration partnerships to expand the capabilities of its CRM into an open, flexible platform to power the entire customer lifecycle.

Since Matt Leone took over as CEO almost a year ago, DriveCentric has entered into partnerships with Urban Science, automotiveMastermind, TradePending, National Credit Center and Dealer Pay.

“This is exactly why our Partner Hub exists,” Hampton said, “to bring best-in-class technology into a single, connected ecosystem so dealers can move faster, simplify their tech stack and deliver a more unified customer experience.”

The integration is available now for GoTo Connect and DriveCentric customers.