With an appointment the company says indicates a culture committed to diversity and inclusion, Cox Automotive’s Dealertrack appointed Mandi Fang to vice president and general manager of Dealertrack DMS.
Fang is a Cox Automotive and industry veteran that the company says brings more than 15 years of executive leadership experience in the automotive retail industry to her new role. That experience includes product management, innovation, sales and management of strategic accounts.
But Fang is also known as an influential women’s leader in the industry. She has served as a member of the Women in Tech Council and Women in Automotive. In 2016, she was listed as one of Auto Remarketing’s Women in Remarketing, and she received the Spirit of Leadership Award from Women’s Automotive Association International.
In her new role, she will oversee Dealertrack’s DMS business as the brand continues to develop services that the company says are important in helping dealerships adapt to shifting consumer expectations.
Fang most recently spent five years in product management, leading the development of Cox Automotive’s new and used vehicle inventory management, merchandising, and DMS services for dealers and OEMs. She holds a bachelor’s degree in communications from Morehead State University.
“It’s an honor to take on this new leadership role at Dealertrack DMS, where we don’t just talk about being dealer-centric, we deliver,” Fang said in a news release. “Working closely with [senior vice president Randy Kobat] and the rest of the leadership team, we will continue to partner with dealers to provide the open and transparent solutions they need to drive business and protect their bottom line.”
“I am confident Mandi’s substantial breadth of experience and skills will position her to take our DMS business to the next level with the dealership always in mind,” said Kobat, senior vice president of Dealertrack DMS, vAuto, HomeNet Automotive and Cox Automotive Rebates & Incentives. “With deep industry expertise and close dealer relations, she will continue to be an instrumental force in our ongoing push to develop industry-leading solutions that address the challenges facing dealers today and prepare them for what’s to come in the future.”
Penske Automotive executive vice president of marketing and business development Terri Mulcahey, who has worked with Fang for nearly 12 years, added, “Knowledgeable, strategic and detailed, Mandi has the characteristics and keen insight necessary to help lead teams and streamline technology solutions for dealers.”
Fang keeps busy outside of work, as well, volunteering at INN Between, Hospice for the Homeless and Best Friends Animal Society.
DealerTrack notes that its its culture of diversity and inclusion has contributed to the company’s success. For the second consecutive year, Dealertrack DMS has been named to the Women Tech Council’s 2019 Shatter List, which highlights companies that make an impact toward more gender-inclusive cultures that help advance women in tech.
The Shatter List scores companies on four factors that help women break and surpass the glass ceiling in technology. Factors include:
—executive engagement (active support from the CEO, executive team and all leadership)
—company programming (currently has women in leadership executive positions and proactively implements programs to support women in technology)
—community investment (active participation with the broader community to learn from and share best practices regarding culture and inclusion)
—women’s or D&I group (formal programs to support women internally)
Finding the right dealership can make or break the car buying experience. So says Edmunds chief executive officer Avi Steinlauf.
“Our latest Five Star Dealer list is a great starting point for shoppers on the hunt for a local dealer that shares our commitment to superior customer service and support, and we’re honored to support their willingness to go above and beyond for their customers,” Steinlauf said in a news release.
Edmunds has announced the winners of its 2019 Edmunds Five Star Dealer Awards, and they include 177 dealers nationwide with top customer satisfaction ratings. The awards are based on sales reviews from Edmunds car shoppers.
An additional 14 of the highest-performing dealerships have earned Edmunds’ Five Star Premier Dealer designation.
To be eligible, dealers must participate in the Edmunds Dealer Partner program. They also must have received at least 30 sales reviews on Edmunds during calendar year 2018.
Five Star Premier dealers must have received at least 150 sales reviews on Edmunds in 2018. Edmunds Five Star and Edmunds Five Star Premier dealers must have earned an average customer sales review rating of at least 4.5 stars between January 1, 2018 and December 31, 2018 to qualify.
To find the full list of 2019 winners can be seen at the Edmunds Industry Center.
Edmunds Five Star Dealerships are organized by state, so residents can find their state’s local winners more easily. Car shoppers can look up the reviews and ratings for any dealer in their area on Edmunds’ Find a Dealer page. The 2019 Five Star Dealer badge denotes the winning dealerships.
Automotive merchandising software company SpinCar has launched a new tool that it says could help dealers and OEMs increase gross margins by showcasing the key features and options included on their vehicles.
One dealer said the tool “…will enable us to develop even stronger emotional connections with consumers before they ever set foot in our physical showrooms.”
SpinCar explained the new tool — Feature Tour — replaces static vehicle detail page feature lists with customizable multimedia experiences based on a consumer’s self-identified interests.
Because the product highlights the most relevant features and options of a particular vehicle, dealers can help shoppers understand the inherent value of that vehicle, according to SpinCar. The company added that by using the tool, consumers can make more accurate product comparisons and can provide “tangible justification” for a dealer’s published price.
Feature Tour content is currently available for more than 450 features across 18 OEMs.
Why did SpinCar launch the tool? The company indicated that complex features and capabilities of today’s vehicles can be difficult to explain. Especially in a mobile-first world, long lists and descriptions included on traditional VDPs do not inform and educate online shoppers well, SpinCar added.
Because of that situation, many consumers must leave a dealer’s website to conduct additional research, and other consumers use price rather than features in their decision-making when comparing vehicles from different retailers. That has contributed to lower dealer gross margins, according to the company.
To address those challenges, Spin Car highlighted Feature Tour can bring curated videos, images and explainer content directly to consumers while they explore the vehicles on a dealer’s website.
By showcasing the unique features of a vehicle that are most relevant to each shopper, SpinCar’s proprietary multimedia personalization engine can educate consumers.
“While OEMs continue to enhance vehicles with a broad assortment of sophisticated, technology-enabled features, dealers are finding it harder and harder to communicate the value of these new capabilities to online car shoppers,” SpinCar co-founder and chief executive officer Devin Daly said in a news release.
“Feature Tour provides auto retailers with a fundamentally new way to tell the unique story of each vehicle in their inventory," Daly continued. "It’s yet another way that SpinCar is helping dealers harness the power of digital merchandising technology to deliver a better experience while maximizing the value of every shopper visit.”
Dealers can use SpinCar’s cloud-based software platform and database of OEM-endorsed content to automatically add a Feature Tour to any vehicle detail page. Then, online shoppers visiting those VDPs can access a guided, virtual walk-through of the vehicle’s key features and options.
Users can customize their Feature Tour based on self-identified areas of interest such as safety, performance, technology or convenience. Or, users can review all of a vehicle’s key features.
Feature Tour then can capture information regarding the shopper’s preferences and interests and suggests other vehicles with similar features. The system also can facilitate more personalized follow-up communication from the dealer.
“SpinCar’s digital merchandising platform has already made a measurable impact on our business by bringing shoppers to our website and keeping those shoppers engaged longer,” AutoTrust USA dealer principal Gary Pretzfeld said in a news release.
Shoppers who are more knowledgeable of the specifics of each vehicle will be able to make faster and more confident buying decisions, he added.
Through the end of March, qualified shoppers can get a certified pre-owned GMC Acadia or Terrain with 1.9-percent interest for up to 36 months. Autotrader describes that as one of many strong offers that automakers and dealers will be rolling out as they gear up for one of their prime selling stretches of the year.
Warmer weather is coming, and that could mean more warmth from dealers that are ready to drive sales. Car shoppers during this time should potentially check out certified pre-owned vehicles, which Autotrader says is part of a growing market in recent years.
“To kick off the spring selling season, dealers will be rolling out specials on new cars to attract customers, but car shoppers looking for a good deal should consider a certified pre-owned vehicle,” Autotrader executive editor Brian Moody said in a news release. “Automakers continue to back their CPO programs by offering favorable pricing, financing and warranty coverage on a great selection of vehicles. Customers can drive off the lot this March with a car that looks as good as new but has a lower monthly payment.”
Autotrader editors say the following deals can help shoppers in March find a certified pre-owned vehicle that is best for them.
In addition to the Acadia and Terrain mentioned earlier, GMC's certified pre-owned program offers six years or 100,000 miles of powertrain coverage from the original sale date, according to Autotrader, and that includes an extra year of comprehensive warranty coverage.
For Jaguar's certified pre-owned program, the automaker is offering qualified shoppers 0.9-percent interest for up to 24 months through the end of March on all CPO 2017 F-Pace models. Drivers can also get 3.9-percent interest for up to 36 months. Jaguar offers comprehensive coverage for up to seven years or 100,000 miles from the original sale date.
Lincoln's certified pre-owned program offers up to seven years or 100,000 miles of powertrain protection, plus an additional year of comprehensive coverage over the standard factory warranty, according to Autotrader. But Autotrader adds that Lincoln’s CPO program is available with another “alluring benefit” that could give cost-conscious shoppers a reason to consider a luxurious Lincoln model: That benefit is 2.9 percent interest for up to 72 months on all Black Label models. Aside from Black Label, 4.75-percent interest is available on other Lincoln models for up to 66 months.
Mazda offers powertrain coverage for up to seven years or 100,000 miles from the original sale date as part of its certified pre-owned program. That includes one-year extension of the bumper-to-bumper warranty. Mazda is enhancing its CPO warranty in March, with a special offer of 0.9-percent interest for up to 36 months on all CPO models to qualified shoppers.
Automakers’ and dealers’ commitment to CPO in March includes the Mercedes-Benz certified pre-owned program. The current program offers one year of comprehensive coverage with no mileage limit, and buyers can pay an extra fee to extend that coverage for additional years. In March, Mercedes-Benz shoppers will see several incentive offers for certified pre-owned vehicles. They can pay 1.99-percent interest for up to 36 months on many CPO models, and that includes popular vehicles such as the CLA, the GLA, the C-Class, the GLC, the E-Class, the GLE, the S-Class and the GLS.
Subaru's certified pre-owned program offers coverage that lasts for seven years or 100,000 miles from the original sale date, but the program doesn't offer any additional comprehensive warranty coverage. “That’s forgivable this month,” Autotrader writes, noting that through the end of March, qualified shoppers can get 1.99-percent interest for up to 36 months on all certified pre-owned Subaru models. Autotrader notes that is “an excellent deal” on a pre-owned vehicle.
Autotrader writes that Toyota's certified pre-owned program is strong, featuring one year of comprehensive coverage along with the standard warranty coverage and seven years or 100,000 miles of powertrain coverage. In March, qualified CPO Camry or Corolla shoppers can get 3.9 percent interest for up to 36 months. Autotrader believes that is a strong deal as interest rates rise.
Different Volkswagen certified pre-owned vehicles receive different coverage, but buyers can add an additional two years or 24,000 miles to their factory warranty. Shoppers can get a better deal than usual on a CPO Volkswagen in March, according to Autotrader. Qualified shoppers can receive 3.99 percent interest for up to 60 months, which Autotrader says is a desirable long-term deal for a pre-owned car.
Long gone are the days when rows of racks with glossy vehicle brochures filled dealerships' showrooms. Shoppers often find information via mobile devices or what’s being offered by companies such as RelayCars.
RelayCars, a company that provides the virtual reality automotive experience designed to put consumers in the driver’s seat of thousands of vehicles, recently announced the expansion of their VR suite of applications with the launch of the new RelayCars, now in roomscale.
The company explained roomscale can allow users to move freely and naturally around the virtual showroom while customizing car options and researching their next vehicle.
Furthering the future of vehicle research and shopping, this technology can give consumers a more efficient way to shop for cars that may not physically be on the dealer lot or even browse from the comfort of their homes.
Officials also emphasized dealers will now have the ability to instantaneously showcase a wider range of vehicles and help consumers to make informed purchasing decisions through the realistic environment.
RelayCars in roomscale is available via digital distribution platform, Steam.
While wearing a headset, shoppers and dealers are able to select vehicles from the expanding model selection and place them in one of three designated spaces on the showroom floor. Users can interact with the environment and the showcased vehicle models to view them from any angle, change the vehicle color, enter the interior, step back to check out the vehicle in full, or walk right up to the vehicle for a more in depth look at the design and detail.
“This is the first time we are offering our users the opportunity to walk around their customized virtual showroom to observe, compare and interact with the vehicles on another level,” RelayCars chief operating officer Gina Callari said in a news release.
“The technologies enabling virtual reality are evolving at such a pace that being able to provide more interactive and realistic experiences for our customers is of the utmost importance to us at RelayCars,” Callari continued.
RelayCars in roomscale is available on Steam supported VR headsets including Windows Mixed Reality, HTC Vive and Oculus Rift.
For more information about RelayCars, visit www.relaycars.com.
A new version of a lead generation system improves dealer autonomy in operating the system, and it provides new collaboration with various lead sourcing tools.
Reynolds and Reynolds vice president of product planning Jon Strawsburg said in a news release that the company's new version of XtreamService gives dealers the power to manage XtreamService campaigns hands-on and create campaigns, analyze reporting, and adjust parameters themselves.
XtreamService generates what the company describes as highly qualified leads through an advanced predictive analytics engine using consumer behaviors, equity analysis and demographic data.
The software behind XtreamService uses statistical modeling, machine learning and artificial intelligence to anticipate buyer behavior, according to the company, which added that the product delivers accurate sales recommendations for dealerships.
“Xtream has been delivering results for dealerships for over a decade, typically as a managed service that delivers lead information to dealerships daily,” Strawsburg said. “As automotive retailing becomes more sophisticated, we want to offer dealers the option to tailor and manage XtreamService within their dealership to best complement their operations and business goals.”
The lead-generation software works as one with Reynolds Contact Management, a web-based customer relationship management system, and DigiSales, the mobile application from Reynolds for Contact Management that enables sales staff access to information such as customer data and vehicle inventory.
“Thanks to the complete collaboration with Contact Management and DigiSales, Xtream can distribute leads directly to specific salespeople and then also alert them to the new lead, create specific lead follow-up schedules, provide access to a mobile lead sheet, and more,” Strawsburg said. “For a service focused on generating qualified, actionable leads for dealers, this expansion of those leads represents a significant upgrade, and one that answers a dealership need, as automotive retailing continues to evolve.”
A partnership between a phone call tracking company and a dealership customer relationship management system could help auto dealers who “understand how critical it is to connect with customers in a personalized, relevant way.”
Car Wars and VinSolutions say their improved integration brings enhanced lead management capabilities to dealers that use VinSolutions Connect CRM and Car Wars.
The Car Wars dealership call-tracking software automatically attaches a recording of every outbound sales call to an existing customer record in Connect CRM.
The Car Wars tool attaches call recordings to Connect CRM customer records. It also generates and attaches written call recaps. Because that streamlines workflow, according to the companies, dealership staff does not have to listen to every call to personalize customer interactions.
That automation helps to streamline productivity for BDC agents, salespeople and management teams, according to the companies. It provides lead management capabilities in VinSolutions’ platform.
Connect CRM is the main day-to-day activity hub for many dealership staff, and the new integration provides pre-authenticated, direct access to Car Wars reporting and insights.
The companies add that a streamlined click-to-call workflow will make tracking every outbound call between the systems easier. That allows sales agents to work out of customer records in Connect CRM with a holistic view of each customer’s interactions and call history. When salespeople have such a complete understanding of a customer’s interactions with a dealership, the salespeople can improve the customer’s experience, according to the companies.
Lori Wittman, general manager of VinSolutions and senior vice president of dealer software solutions at Cox Automotive, emphasized in a news release the importance of a personalized connection between dealers and customers. VinSolutions is a Cox Automotive brand.
“This integration enhances Connect CRM users’ ability to provide the personalized car-shopping experience their customers want,” Wittman said. “This collaboration between Car Wars and VinSolutions will help dealers achieve their dual goals of better connecting with customers and improving efficiency and productivity.”
“This has been a long time coming,” said Car Wars partner and executive vice president of business development Cassie Broemmer. “We’re excited to begin rolling out the new integration to our mutual clients. As the phone is the No. 1 conversion channel for dealers, we understand partnership with leading CRM providers like VinSolutions is crucial to success.”
VinSolutions will also implement Car Wars’ new communication dashboard, Call Box, at its contact center. With the new system, users will be able to click directly into a customer record in VinSolutions Connect CRM while on a live call, and they can use “click-to-call.” The companies say Call Box allows real-time insight into calls before and as they’re happening.
Marking its eighth market in Ohio, e-commerce platform Carvana launched in Dayton.
The move continues Carvana’s recent flurry of launch activity. The company announced in February that it opened in its 100th market— in Savannah, Ga. — as well as in five Northeast markets. Prior, in January, it announced it was launching in five New York markets and in Columbus, Ga.
With the latest Dayton announcement, Carvana now offers as-soon-as-next-day vehicle delivery in 102 cities nationwide.
Carvana founder and chief executive officer Ernie Garcia said in a news release the company has steadily increased its Ohio presence since 2016, and the company has more locations in Ohio than any other state. Carvana was founded in 2012.
“As the birthplace of aviation, Dayton has deep technology and innovation roots, so we are confident area residents will welcome the new way to buy a car,” Garcia said.
It was the last quarterly earnings call in which Mike Jackson will be the sitting chief executive of AutoNation, but not one without the usual candid, opinionated and ultimately insightful commentary from the longtime CEO.
During the Q&A portion of the February call, an analyst encouraged Jackson to remain a “vocal” presence in the car business.
“Oh yeah, yeah. Call me up, and I’ll have an opinion or two,” Jackson said in response.
Later, his thoughts regarding the potential impact of tariffs on vehicles imported to the U.S., proposed by President Donald Trump, were similar in candor.
“Auto tariffs will make the steel and aluminum tariffs look like a picnic,” Jackson said.
“They will be very disruptive to the auto industry and probably knock the global economy off its stride significantly … they’re so disruptive, it’s almost unthinkable,” he said.
“I think it’s all about leverage and brinkmanship in a trade negotiation, and at the end of the day, it’s mutual destruction to implement tariffs of these levels on autos,” Jackson said. “Let alone the fact that there’s no underlying authority that’s justifiable to do it.
“That it’s a national security issue when the U.S. auto industry is healthier than it’s been in decades is a stretch. But, OK, let’s not let any facts or clear thinking get in the way,” he said.
“I think, at the end of the day, it’s all about a negotiation, but we also know (that) in negotiations, things can spiral out of control, and there can be unintended consequences,” Jackson said. “But I think that’s a very low percentage. At the end of the day, that will happen, but it will be very entertaining between now and the end of the negotiation.”
You can be sure Jackson will be paying attention to — perhaps offering entertaining commentary himself — the potential impact of auto tariffs and how other economic issues play out in the auto reail industry, albeit from a new role.
As reported previously in Auto Remarketing, AutoNation is set to usher in a new chief executive officer and president on Monday.
The retailer announced in February that current USAA chief operating officer Carl Liebert would replace Jackson as president and CEO; Jackson will take on the position of executive chairman of the board that same day.
“AutoNation has a clear strategy that sets it apart in the auto retail sector and diversifies the typical retail business model. The company’s brand extension strategy has given it an edge in what is a cyclical business,” Liebert said in a news release.
“The opportunities that lie ahead for AutoNation are massive, and the ability to lead this next chapter is deeply humbling and exciting,” he said. “I am focused on enhancing the customer experience, AutoNation’s industry-leading store operating model, the logistics strategy for brand extensions, and digital opportunities for retail and business to business customers. I am confident in the road ahead, and I am honored to lead this extraordinary company.”
The vote by the board to name Liebert president and CEO was unanimous, AutoNation said, and was “fully” supported by the two largest shareholders in the company, Cascade Investment and ESL Investments.
In addition to time as chief operating officer and executive vice president at USAA, Liebert’s experience also includes time as the executive vice president for stores at The Home Depot, and he is a former U.S. Navy Officer, as well.
During the earnings call, Jackson explained a bit about AutoNation’s process of finding his successor. The company, of course, had specific criteria for the new CEO.
“There was quite some discussion whether we would openly find it all in one individual,” Jackson said. “And I’m thrilled and excited that, in fact, we did.”
Liebert has shown that he can enter industries that are new to him, “and master them,” Jackson said.
The incoming CEO has experience in retail at scale, and “you really can’t reach that,” Jackson said.
“He’s an operator, and we are an operating business. That’s a strength we need. And he has a tremendous respect for operations,” Jackson said. “Then I look at our brand extension in parts. We need world-class skill in supply chain logistics.
“That is something that we’re currently building. I would say it’s not something I grew up doing. I’ve never done it in my life, in my career. And so, we very much wanted that as a core skill set of the next CEO,” he said. “So not only does Carl have that skill, but he looked at the opportunity and sees what it can mean to this company.”
Lastly, Jackson emphasized the digital platform savvy of USAA, which has nearly 13 million members utilizing the digital platform — one that is mostly mobile-based, he said.
“So we found it all in one individual, and then lo and behold, the icing on the cake is that he’s a car guy,” Jackson said of Liebert, who interestingly enough, was an announcer on the drag racing strip growing up.
“It doesn’t get better than that,” Jackson said. “He’s got a love and a passion for the cars, and we’ll teach him the ins-and-outs of the automobile business, but there is no question in my mind that he will master it and be a great leader for this company over the next decade.”
SaleSleeve is a sales document holder that the company says is designed to provide high visibility when displaying sales documents on the inside or outside of a vehicle. Wheels Automotive Dealer Supplies has added SaleSleeve’s patented products to its newest online catalog, which will be available in early April.
SaleSleeve’s IPX7 waterproof rating helps further protect sales documents on automotive lots.
The product is a protective envelope that encloses a one- or two-page document and protects that document from possible problems such as weather damage, airflow from vehicle movement and friction from lowering and raising a vehicle’s window.
Field testing shows that SaleSleeve works in all types of weather conditions, including temperatures ranging from minus 15 degrees Fahrenheit to 185 degrees Fahrenheit. It is also built to protect against the harsh elements of even the strongest hurricanes.
Dealers can easily peel away the translucent SaleSleeve holders from glass when removal is necessary, and the holders leave no adhesive residue, according to the company. SaleSleeve states that it helps dealers become and stay compliant by streamlining the process for displaying sales documents in a highly visible application.
“WheelsAuto carefully evaluates the quality and value of every product we offer to auto dealers. We’re pleased to announce that SaleSleeve met our standards and is now included in our newest catalog,” Wheels Automotive vice president, corporate division Renee Perri said in a news release.
SaleSleeve logistics manager Benjamin Brown said in a news release that including SaleSleeve in the Wheels Automotive Dealer Supplies catalog means thousands of franchised, independent and buy-here/pay-here dealers will become aware of the product.
“Dealerships are discovering that SaleSleeve is durable, inexpensive and a remarkably versatile solution for displaying a vehicle’s sales documents,” Brown said.
