Kia Motors America digital sales manager Barb Bertram says the way that her company’s dealerships are found and seen online is a strong factor for customers during their buying process.
Eighty percent of consumers will avoid a business showing bad reviews, she said. Also, she said, 59% of consumers listed dealership reputation as the most important factor when they chose which dealership to visit.
Kia says that through its new strategic partnership with customer interaction management company Podium, dealers can integrate their customer data with Podium’s messaging and online review products. The integration, according to Kia, is part of a wider effort to help its dealerships improve their online presence and improve the overall customer experience.
“Thanks to this partnership with Podium, our dealers can use and automate their data to improve customer interaction and make it easier than ever for our dealerships to be found,” Bertram said in a news release. “We are proud that this partnership with Podium allows Kia dealerships to be at the forefront of improving the dealership experience.”
When they use Podium’s platform and online review invitations, recent Kia vehicle purchasers receive an invitation to review the dealership via text within minutes. That time period is when reviews are most accurate and likely to be acted on, Kia said.
With the integration, according to Kia, dealers will save time and boost the number and quality of their dealership’s online reviews on Google, Facebook and other key sites customers use when they decide where to find their next vehicle.
As part of Kia’s social media and reputation management program, Podium is 100% eligible for digital advertising support, or DAS. About 25% of U.S. Kia dealerships have used this partnership, tripling the amount of monthly reviews they receive, Kia said. As a result, Kia added, those dealerships have seen nearly a half star rating improvement on Google reviews.
“Kia is one of the leading OEM manufacturers working to improve the customer interaction experience in the automotive industry,” said Podium vice president of automotive sales Ross Tinkham. “In adding Podium’s powerful online review and two-way messaging products to their SMRM program, we are confident this will supercharge their dealerships’ competitive advantage in bringing in new customers and keeping them Kia owners for life.”
A new partnership between Carfax and conversational commerce company Gubagoo provides another avenue for car shoppers to research a vehicle before purchasing, according to the companies.
A free Carfax Vehicle History Report is now accessible to consumers using Gubagoo’s chat and digital retailing services on dealer websites.
Gubagoo’s conversational commerce platform for auto dealerships and OEMs includes ChatSmart advanced live chat, Text+ for inbound/outbound texting, Publisher for behavior-based offers and incentives, and Gubagoo Virtual Retailing’s guided shopping experience.
Using that platform, consumers will receive one-click access to Carfax Vehicle History Reports.
Carfax says that with those reports, car shoppers can use information such as prior accidents and damage, number of owners, service records and mileage to make confident decisions.
Dealerships that partner with Carfax and Gubagoo can “maximize their utility” with the integration. Carfax says that with the integration, dealerships can provide more transparency to car shoppers through easier access to Carfax reports.
“We know consumer knowledge of the vehicle history improves trust with dealerships, leads to better informed buying decisions and increases sales conversion on used-vehicle inventory,” Carfax vice president of marketing Scott Fredericks said in a news release.
Gubagoo chief executive officer Brad Title said his company was excited to partner with Carfax.
“We are constantly working to bring consumers and dealerships closer through omnichannel communication and transparency,” Title said. “We firmly believe that building trust with online shoppers in both online and offline channels is paramount to helping consumers make more informed buying decisions that meet individual needs.”
Mitsubishi Motors North America president and chief executive officer Fred Diaz has said that the move of its headquarters from Cypress, Calif., to Franklin, Tenn., is an important part of its plan “to reinvent every aspect of Mitsubishi Motors in the U.S.”
But to make that work, the company is looking for the best employees, from within and outside of the auto industry, Diaz said.
He said the company’s formal recruiting efforts kick off with a job fair on Tuesday and Wednesday in Franklin. MMNA is currently hiring to fill more than 150 open positions across the company.
“We encourage anyone eager to help write the roadmap for our future to join us,” Diaz said in a news release.
Mitsubishi Motors said its benefits include health care and a 401(k) package, a new inclusive and modern workspace, a casual dress policy and a flexible work schedule.
The company also said it offers employees “all the gourmet coffee you can drink and the chance to be part of building something very special.”
MMNA said its business has seen six straight years of annual sales gains, with the last two years showing more than 100,000 sales.
But the company says over the past 18 months, it has seen “the greatest evolution.” One example is that 80% of the leadership team is new to the company or newly promoted to the role. That, according to MMNA, brings “new experiences, backgrounds and a diversity of thought to the team.”
Another example is the appointment of 34 new dealer partners across the country. Also, the company has expanded its regional network from two offices to four. Those offices are located in Cypress, Calif.; Irving, Texas; Swedesboro, N.Y.; and Lake Mary, Fla.).
Mitsubishi also said it was the most-improved brand in the J.D. Power and Associates’ 2018 Customer Satisfaction Index.
The company said those interested in the job fair or to learn more about job roles can visit www.mitsubishicars.com/careers.
Asset and operations management is one of the biggest challenges for auto dealers.
That’s according to TrueSpot, a new Internet of Things asset location platform developer, which has commercially launched what it says is the industry’s first real-time mapping and inventory product for auto dealers.
TrueSpot says its new product can solve the asset and operations management challenge with its new platform, which it says dramatically reduces or eliminates the costs such as more than $10,000 per month that it says auto dealers can spend to replace lost vehicle keys. TrueSpot says situations like that can waste hours of employee time that they spend tracking down assets such as cars and keys.
The company says its product adds new capabilities that increase productivity and sales performance.
“A good analogy is a library,” TrueSpot chief executive officer and founder Mike Hanna said in a news release. “Current systems show when and where a key is checked out but can’t track where that key is physically located until it is checked back in. By reducing key replacement costs, wasted employee time and lost sales, TrueSpot literally pays for itself, month after month.”
According to TrueSpot, the multiple phases of servicing that today’s auto dealers coordinate to prepare each car for sale include repairs and reconditioning (such as upholstery, which TrueSpot says is sometimes done off site), detailing, and other staging activities. Because of that, the current environment is often vulnerable to misplace assets moving from place to place. TrueSpot describes that as a wide-spread industry challenge.
Mercedes-Benz of Plano pre-owned inventory manager Bob Ortiz said TrueSpot has saved his company thousands of dollars in lost key costs and redefined how his company oversees inventory and assets.
“We have a happier and more efficient staff, happier customers and more control over managing our business operations,” Ortiz said.
TrueSpot said the product works by using state-of-the-art mapping. Users can place the product’s proprietary wireless locator tags inside vehicles and attach them to keys and other assets, such as tools, and auto parts.
The company says dealerships can locate these assets instantly by combining that with a low-powered enterprise campus network and applications for Apple and Android wireless devices. Those assets include cars in service or parked on or off the sales lot.
According to TrueSpot, its technology results in better service, fewer lost sales and shorter customer wait times.
The company says that because its management technology syncs directly with dealer inventory systems, that allows mobile phone access to auto features, options and prices.
Because of that, the company said, as sales staff members walk the lot, they can always be knowledgeable and fully sales-ready. As the staff member approaches a vehicle, TrueSpot’s no-click, proximity-based technology downloads the specifications and price of that vehicle automatically. Using the system, the dealership can easily log each test drive, according to TrueSpot.
TrueSpot says its product results in “instant ROI.” The company says it pinpoints the exact location of assets, at what it says is a fraction of the price of competitive products. TrueSpot says that its reduced key replacement costs and increased operational productivity means higher profits that often far exceed implementation costs.
TrueSpot says that at minimum incremental cost, its product can also be used in conjunction with existing auto key vault systems.
“Since I implemented TrueSpot, I have not had to call the locksmith once,” said Callahan Motors owner James Callahan. “Our goal is to provide our customers with a pain-free buying experience, and TrueSpot increases our sales efficiency and customer satisfaction. It’s a true game changer for us.”
Software and communications company AutoAlert says it is extending its relationship with Ford, releasing enhancements to its Ford National Program.
The enhancements include the addition of two new tools that it says work toward built-in employee and customer engagement. Those tools are known as GeoAlert and AutoAssistant.
AutoAlert said the enhancements were based on feedback from U.S. Ford and Lincoln partners.
The company described the program as now featuring more flexibility and transparency, allowing dealers to customize their own unique business solution.
“The industry is going through a lot of changes, and we have our finger on the pulse thanks to our strong dealer relationships and our unique relationship with Ford,” AutoAlert chief executive officer Mike Dullea said. “As the Ford program continues to grow, we are able to give participating dealers even more solutions not available anywhere else.”
More than 1,200 Ford and Lincoln dealerships are currently participating in the program.
AutoAlert said the AutoAlert Ford National Program provides predictive incentive management. It provides that by integrating the dealer’s DMS, Ford’s Smart VINCENT system, Ford Credit pre-approval, and AutoAlert’s patented data analytics, helping to identify customers who AutoAlert says can trade “key to key.”
AutoAlert's "Push" and "Stack" incentives are also exclusive to the program. Those incentives give dealerships additional unique, personalized offers for their customers, the company said. AutoAlert says its customer and employee engagement tool brings incremental sales, shortens the trade cycle, and improves dealer loyalty.
“Dealerships are telling us that they need a partner who can help them meet the challenges of today while also helping them prepare for the future,” said AutoAlert global vice president of sales and marketing, Don Favero. “We are always looking for better ways to do just that, which this enhancement reflects.”
With the integration of TradePending’s trade valuation tool into LivePerson’s conversational platform for auto dealers, “conversational commerce” company LivePerson says dealers who are mutual LivePerson Automotive and TradePending customers can provide an “omnichannel experience” for consumers.
LivePerson says dealers can do that by extending the same trade-in valuation tool they use across digital properties and in-store processes to LivePerson’s conversational commerce platform.
Trade is one of the most important elements of the car-buying and selling processes for consumers and dealers, according to LivePerson. Consumers rely on the trade-in value of their existing vehicle to fund their new one, according to the company, which also says trade-ins provide dealers with a source of profit in the certified and used car markets.
LivePerson, sourcing data from the National Automobile Dealers Association, notes that 60% of car sales in the United States involve a trade-in.
LivePerson says that with LivePerson Automotive’s platform, dealers can deliver the trade-in experience through customers’ preferred messaging channels. Those include SMS, Facebook Messenger, Android Messaging, WhatsApp, and Apple Business Chat.
By using those channels, according to the company, dealers can increase lead volume. They can also engage consumers in “asynchronous messaging conversations that take place on the consumer’s time.”
The new integration was set to launch this past Friday.
The company aims for the integration to provide access to TradePending features that it says produces high conversion rates. Those include predictive search and what it describes as a simple user experience.
Noting that TradePending works with about 8,000 dealers and websites, LivePerson said that compared to a 5% traditional trade tool form completion rate, TradePending’s predictive search technology shows form completion rates of 26%.
TradePending chief business officer Joe Dallas said his company sees “a huge methodology shift for dealers.”
“Over the course of a natural messaging conversation, dealers are getting more connection points with their consumers, more detailed info about these new leads, and ultimately getting closer to a deal,” Dallas said in a news release.
LivePerson also said that with the click of a button, dealers who are mutual TradePending and LivePerson Automotive customers can activate TradePending in their LivePerson portal.
“From the simple user experience to the provisioning of local, market-centric data, dealers will see huge benefits through this integration,” said LivePerson Automotive senior director, product, Brian Abrams.
He continued, “Combining that with omnichannel trade-in valuation across in-store and messaging, it’s clear that together we're putting dealers in a better position — not only in terms of increased profit but also in the customer experience we’re providing through engaging, multi-channel conversations.”
In announcing two California expansions on Tuesday and Thursday, Carvana says it is addressing growing demand for the company’s products in Los Angeles and surrounding areas.
The company unveiled its newest car vending machine in the Westminster area of Los Angeles and also launched as-soon-as-next-day vehicle delivery to residents of Oxnard, Calif.
Carvana’s latest vending machine in Westminster stands eight stories high and holds 30 vehicles.
The Westminster car vending machine is located at 13950 Springdale St. and is open Monday through Saturday from 9 a.m. to 7 p.m. Pacific time. For all Carvana customers, vehicle pickup at any of the vending machines is free.
The Los Angeles car vending machine joins others in cities across Texas, Tennessee, Florida, North Carolina, Maryland, Arizona, Ohio, Missouri, Indiana, Pennsylvania and Illinois.
Carvana launched as-soon-as-next-day vehicle delivery in the Los Angeles area in 2017.
“As residents have continued to welcome the transparency and ease that comes with the new way to buy a car, adding our signature car vending machine experience in the area allows us to address the growing demand we’re seeing here in Los Angeles,” Carvana founder and chief executive officer Ernie Garcia said in a news release.
With the Oxnard news, Carvana now offers as-soon-as-next-day vehicle delivery in 138 cities across the United States.
“As demand increases for an easy, transparent car buying experience, we’re confident that Oxnard area residents will appreciate our presence in the market,” Garcia said.
Auto/Mate Dealership Systems president and chief executive officer Mike Esposito describes manufacturer rules and state laws that govern retail warranty reimbursement as “varied and complex.”
To ease that complexity, Auto/Mate has completed all dealership management system (DMS) integrations with Armatus Dealer Uplift.
“We’re pleased that our customers now have an option to simplify this process and substantially increase parts profits,” Esposito said in a news release.
With real-time integration between the two systems, Auto/Mate said auto dealers can expedite their retail warranty parts reimbursement submissions.
Auto/Mate says that with Armatus Dealer Uplift, dealers can collect retail reimbursement for warranty parts “without having to lift a finger or pay an upfront investment.”
The company says that Armatus Dealer Uplift’s dealership clients gain $80,000 to $100,000 per year on average in additional profit per store.
With the Parts Module in Auto/Mate’s DMS, auto dealers can more easily manage their part department’s daily functions and inventory, according to Auto/Mate. The company also said that with OEM integrations, placing parts orders is easy.
Open/Mate is Auto/Mate's integration program that is based on open standards. Because of that, the company says, integration between third-party vendors and the DMS is easier, according to the company.
“Integrating our system with Auto/Mate’s DMS was fast and inexpensive, thanks to the Open/Mate program,” said Armatus Dealer Upfit managing partner Joe Jankowski. “We appreciate Auto/Mate’s philosophy that an open integration program provides auto dealers with more vendor choices and more affordable vendor options.”
PCG Digital is a marketing agency for automotive dealers that provides SEO, SEM and social media advertising services that aim for greater efficiency and effectiveness from digital media investments.
SpinCar is a digital automotive merchandising software company, and it says thousands of dealers use its platform to offer engaging experiences to online car shoppers.
Now, the two companies say they are partnering “to educate, empower and enable auto retailers to successfully navigate the digital disruption that is taking place in the industry.”
PCG and SpinCar say their partnership will work to implement what they describe as “impactful digital merchandising capabilities.” The companies say those capabilities boost business performance and bring dealers “competitive differentiation.” The partnership, according to the companies, will bring “transformative digital merchandising services and technology” to auto dealers nationwide.
More on PCG: It was founded by Brian Pasch, which the company describes as an “industry thought leader.” The company works with auto dealers to audit existing processes, and it also helps them develop next-generation digital marketing strategies. PCG also teaches modern marketing techniques to sales and marketing teams.
As for SpinCar, its 360° WalkArounds aim for greater levels of transparency to the car buying process, and they strive to generate detailed first-party shopper data to bring “personalization at scale.” SpinCar’s VINtelligent Retargeting product aims to help dealers get the most out of their media spend by delivering personalized digital ads. Those ads are based on individual shopper engagement levels and specific vehicle interests.
Pasch said too many dealerships still are not making the best use of modern merchandising techniques. Instead, they rely on outdated approaches and static website experiences “that simply don’t live up to consumer expectations,” he said.
“I’ve long been impressed with SpinCar’s ability to help dealers make the car the star by enabling them to deliver engaging, immersive online experiences that help consumers fall in love with a vehicle before ever setting foot in a physical dealer storefront,” Pasch said in a news release. “We are excited to be partnering with SpinCar to help dealers rethink their VDPs and plug profit leaks with this powerful technology solution.”
SpinCar co-founder and chief executive officer Devin Daly described PCG as a “recognized thought leader in automotive marketing” that has long advised and educated automotive professionals around the world.
“This partnership validates the massive impact and opportunity that advanced digital merchandising technology is creating for the industry and we are thrilled to be working with Brian and his team to bring the SpinCar platform to an even larger audience of dealers who are ready to take their marketing performance to the next level,” Daly said.
Bruce Thompson was part of a team in 2001 that says it introduced inventory management tools with American Auto Exchange that year, followed by several other inventory-focused companies.
On Tuesday, a Thompson-led team launched CarOffer, which it describes as the retail automotive industry’s first instant wholesale vehicle trade platform.
CarOffer said its platform addresses challenges with appraisal win ratios, aging inventories, and acquisition and selling of used-vehicle inventory, noting that with the platform, dealers can reverse current margin compression trends without monthly subscription fees or contracts.
According to CarOffer, more than 1,000 dealership locations have committed to using the platform.
TradeGrade, which the company describes as a real-time, integrated “point of appraisal” bidding platform and 24/7 automated inventory offers, are part of the CarOffer technology suite. The offers, which are available for instant liquidation, include an optional 45-day guaranteed sell offer. The company says the system works in tandem with the dealer’s current inventory management system.
CarOffer said that because its integrated tool suite can replace as many as six fee-based subscription products, it can save expense and time for dealers.
The company said that through its patent-pending dealer-to-dealer transaction marketplace called Matrix, the platform allows dealers to acquire retail-ready upstream inventory with confidence.
“It is a revolutionary new way to both acquire and liquidate inventory instantly,” CarOffer said in a news release.
The company says that for dealerships, CarOffer eliminates the guesswork and much of the risk of valuing vehicles with instant “on-the-money” value to win more appraisal offers. It also reduces inventory acquisition and disposal cost, virtually eliminates open-ended risk of aging inventory, lets dealers instantly find buy-ready vehicles, allows dealers an “exit ramp” from the “race to the bottom” pricing strategy, reduces reconditioning time and expense, makes inventory acquisition simpler, and charges no subscription fee.
Additional CarOffer features are:
— It’s a national marketplace in which national buyers compete for used inventory with “on-the-money” offers at the point of appraisal. The marketplace includes a 45-day guaranteed buyback offer.
— Retail-ready inventory, with new sources of inventory ready for the front line sooner.
— “No-worry” acquisition in which the dealer can set buy specifications. Then the exchange platform does the rest.
Other features are faster inventory turns; daily bids; lower costs in which auction fees are cut by two-thirds; instant backstop bids; and 45-day guaranteed buyback offers.
“CarOffer enables dealers to trade for twice as many vehicles with virtually no risk while also eliminating all aged units over 45 days,” said Thompson, who is the company’s founder and chief executive officer. “Obviously, this means many more new and used retail sales. In so doing, the average dealer will realize significant dollars to the bottom line. Trade-ins are as much as 150% more profitable and turn in half the time as purchased vehicles. CarOffer is the solution that will enable dealers to switch from the current acquisition and pricing strategies that have decimated pre-owned margins over the last decade. Everyone is making money except the dealer, and it’s our intent to turn the tables.”
