With threat actors working overtime, DealerSocket’s head of information security offers three tips to keep your dealership’s and your customers’ data protected.

By Gregory Arroyo

Greg Tatum has a warning for dealerships everywhere: Cyber threat actors are working overtime. Noting a definite uptick in suspicious activity since COVID-19 hit Europe in late February, he adds:

“Threat actors are actively searching for new targets through a number of different mediums. Things like social media platforms are a very popular target for information gathering that can be used in an attack.”

Tatum serves as DealerSocket’s head of information security. He joined DealerSocket nearly four years ago from a security services firm that works with companies in much more sensitive environments than automotive. I’m talking about healthcare and government contractors, sectors that see billions of attacks each year. So, yeah, we have the right guy on the job.

“DealerSocket spends a considerable amount of effort protecting our customers’ data,” he notes. “It’s part of what we do just to make sure our customers’ customers’ data is protected.”

Tatum isn’t the only one sounding the alarm. The FBI issued its own warning on March 20, noting that scammers are leveraging the COVID-19 pandemic to steal money, personal information, or both.

 

 

Just last week, the National Automobile Dealers Association reported that attackers are now putting up COVID-19-related websites that prompt visitors to download an application to receive COVID-19 updates. But you don’t need to download the app, as the site installs a malicious binary file as you contemplate whether you should.

The attack method uses AZORult, software that originated in Russia approximately four years ago to steal data and infect the breached computer with malware.

Tatum also alerted me to a new phishing campaign that pretends to be from a local hospital notifying recipients that they have been exposed to the Coronavirus and they need to be tested.

But it’s not just phishing and ransomware attacks. Business email compromise, or BEC, is also on the rise. That’s when a cyberthief breaks into a legitimate corporate email account and impersonates an employee to get the business, its partners, or other employees to send money or sensitive data to the attacker.

“In this climate we live in today, this is part of business,” Tatum says. “This is part of what we have to deal with as consumers of technology.”

Tatum, by the way, is available to help. He advises DealerSocket customers to contact their Customer Success Managers to get connected. In the meantime, he offers the following four tips to safeguard your organization and your customers’ data:

1. Stay Committed to General Security Awareness

The following is general security etiquette your teams should employ:

2. Separate Work and Personal Data

Use company-issued computers and mobile devices for work purposes only. If you don’t have a company-issued device, be sure to check your company’s policies about using personal devices to access your organization’s data or networks.

Additionally, consider creating separate user accounts. Never use your work email for personal reasons or vice-versa. This segregation helps the company maintain the confidentiality of the data it collects and helps you maintain your privacy.

3. Secure Your Home Network

Update your router’s username and password immediately and use a strong, unique password. And never use the same password for your network and your router. Note that most routers ship with default login credentials that are public knowledge.

4. Don’t Forget About Physical Security

The comfort of your own home is no reason to forget about physical security. Simple acts like keeping doors locked and not leaving mobile devices unattended in a vehicle are non-technical ways to improve security.

Gregory Arroyo is the former editor of “F&I and Showroom” and “Auto Dealer Today” magazines. He now serves as senior manager of strategic content for DealerSocket. Email him at garroyo@dealersocket.com.

In all great moments of history when everything seemed bleak and that the bad times would never end, they did. The question is, will you be prepared?

By Patrick Mendoza

I’m not going to sugarcoat this: The current situation is bad, and it’s going to get worse.

You’ve heard this a hundred times the past couple of weeks, but these truly are unprecedented times. I’ve never seen such a drop in both the stock market and consumer purchasing, and such a rise in unemployment and concern.

The fall due to the pandemic all happened very quickly. Just one month ago, the stock market was at record levels, and analysts were predicting new auto sales to remain around the 17 million mark as it has been for the past several years.

Now, dealerships are closed due to government mandates and have had to furlough large swaths of their sales teams. Sales have fallen off a cliff, and now JP Morgan Chase is predicting auto sales to only reach 10.3 million units this year…10.3 million.

That’s bad. But you know what, this won’t last forever.

In all great moments of history when everything seemed bleak and that the bad times would never end, they did. The title of this post is “Hard Times Come Again No More,” which is the name of a sad song the soldiers used to march to in the Civil War. Think about how bad everything seemed then: brother vs. brother, the United States ripped apart with no hope of reconciliation. But guess what, we did, and we were stronger than ever.

It’s dark now, and, as King George VI said on the eve of World War II, “There may be dark days ahead,” but the industry will be back, and I think it will be back quickly.

Before long, customers will be back. Showrooms will turn their lights on again, and sales will rise.

The question is, will you be ready?

The downtime is your time to make sure you have everything in place for when the good times return. Do you have all of your customers and prospects in your CRM? Are you using a useful data mining tool to help you attract your customers back to your store? After all, it’s cheaper to retain an existing customer than attract a new one. What about your inventory? Are you stocking the most profitable vehicles for your lot?

Now, more than ever, it is your opportunity to be ready for when the people come back.

If you haven’t, or if you’re not sure, operators are standing by. It never hurts to call us and see if you’re ready. We’d love to help you.

Patrick Mendoza serves as director of corp. communications for DealerSocket, Inc. Email him at pmendoza@dealersocket.com.

In uncharted waters, the Indiana dealership is leaning heavily on its virtual presence to navigate it through the COVID-19 pandemic.

By Gregory Arroyo

Emily Spellman serves as director of digital marketing for Circle Buick GMC and has been a driving force in the dealership’s digital push.

This March marked Emily Spellman’s first year as director of digital marketing for Highland, Ind.-based Circle Buick GMC. She’s been a driving force in the 39-year-old dealership’s digital push, but she admits that nothing in her more than 10 years as a marketing professional prepared her for COVID-19.

“We’re all learning as we go,” she says. “The biggest thing I’ve learned is to focus on what I can control and zeroing in on what really matters, which is taking care of the community and our employees and translating that in our messaging in a way that connects with people.”

Deemed an essential business, Circle Buick GMC’s showroom and service department remain open.

Circle Buick GMC’s showroom and service department remain open despite Gov. Eric Holcomb’s March 23 executive order directing all Hoosiers to stay home. Thanks to local officials, who personally requested that Circle remain open, dealerships operating in its Lake County market were deemed essential. Spellman’s challenge is to strike the right balance when it comes to the dealership’s messaging.

“You don’t want to encourage people to leave their home, but, at the same time, you need to show you’re available to people who need us,” she says. “People are still buying and servicing their cars.”

Digital Readiness

Spellman feels fortunate to work for a dealership that has taken several forward-thinking steps that are helping during this uncertain time, such as adopting DealerSocket’s full platform of solutions. They include the software provider’s CRM, RevenueRadar data-mining tool, and the company’s DealerFire website and PrecisePrice digital retail platforms.

For the three months ending on Jan. 16, RevenueRadar generated 33 store visits, 23 open appointments, and 21 sold units, while PrecisePrice created 40 new leads, 33 store visits, and 16 sold vehicles. Total gross on PrecisePrice deals was $684 higher than units sold via internet leads.

Emily Spellman says DealerSocket’s PrecisePrice digital retail tool is generating a lot of engagement. She notes the dealership is currently working on new F&I product descriptions, videos, and infographics for the tool’s F&I presentation page, as well as F&I-related SEO content for the website.

Spellman calls that snapshot conservative in terms of PrecisePrice’s true impact, noting a definite uptick in customer interactions with the tool. “People are sending us that info, which comes to the CRM. And we’re pretty proactive about setting those appointments,” she says.

“But really, it’s been a mixed bag in terms of the traffic we’re getting,” she adds. “I was looking over some of the data today, and we’re getting walk-ins, return customers … So, digital retailing is one piece of it. The big difference I’ve noticed is between our current DealerFire website and our previous site. We’re getting more leads overall.”

Stay the Course

Sales for the 130-unit-a-month dealership remained on pace with last year through the first two days of April, but Spellman predicts a slowdown for the month. For now, General Motors’ interest-free financing for 84 months with deferred payments for up to 120 days is what’s influencing buyers, who she believes are taking advantage in case their job situation changes.

Circle Buick GMC is using its Facebook page to collect supplies and donations in support of first responders and the local St. Jude House.

“It’s definitely influencing people,” she says.

It’s why the dealership has adjusted a couple of in-house sales procedures to keep customers and employees safe and to abide by the state’s social distancing mandates. The dealership is also using the moment to collect supplies for first responders and the local St. Jude House domestic violence shelter.

“We’re trying to take advantage of the captive audience we have by sending a positive community message,” Spellman says. “People always remember the businesses that stood up to help, were positive and didn’t feed into the crisis mentality.”

As for the road ahead, Spellman’s advice is don’t panic. “Don’t sacrifice the permanent on the altar of the immediate,” she says. “The dealerships that will survive are the ones that have a cool head and a long-term strategy.”

Trend Motors Volkswagen in Rockaway, NJ., is three years into its drive toward a paperless sales process. To accelerate his plans, General Manager Frank Maher signed up with DealerSocket, knowing that to deliver the digital buying experience customers want, he needed consumer and deal data flowing across a single digital ecosystem. DealerSocket not only had all the pieces, Maher says, it also had a knack for staying ahead of the curb.

"I made the right decision moving to DealerSocket. They're always staying ahead of the curve, adding new ideas. There's also a lot of add on tools that can be connected."

Frank Maher, General Manager

Trend Motors Volkswagen

Texting to a Better Customer Experience

Using text messaging to deliver customer convenience is a top priority for Maher and his sales team. “You know, my own children would prefer to text me from their bedroom than to come downstairs and speak with me. It's just the world we live in. You have to adapt.” That’s what led him to customize the dealership's opt-in message with the inclusion of “For your convenience” and the salesperson’s name.

In the two months since personalizing its text opt-in message, the dealership has realized a 36% increase in text messages sent and 51% increase in those received. "A lot of the things we've changed, like the opt-in message, have come from a salesperson's suggestion," Maher says. "The CRM is their No. 1 tool, so we listen to what they have to say."

Capturing Lease Retention

Maher’s deep understanding of lease maturities led him to activate DealerSocket’s RevenueRadar® data mining tool. The 200-unit-a-month dealership’s 68% to 72% lease penetration also made the decision a no-brainer.

“Our DealerSocket Strategic Growth Manager quickly got us on the right track with RevenueRadar. He showed us how to drip opportunities in at a manageable pace, so we get to optimize the opportunities that are sitting there, right in front of us. It’s really a great tool.”

The importance of leasing is also why Maher is excited about the new integration between DealerSocket’s CRM and Volkswagen’s Maturity Manager, a dealer portal VW Credit created to facilitate end-of-term transactions and initiate maturity programs. “It's much more cost-effective to keep or retain a customer that we already have than to try to find a new one. So, having that integration working with the brand and pulling that information into the CRM — the platform my salespeople already use to reach out to those customers — is a great idea,” he says.

“It's much more cost-effective to keep or retain a customer that we already have than to try to find a new one. So, having that integration working with the brand and pulling that information into the CRM — the platform my salespeople already use to reach out to those customers — is a great idea."

Frank Maher, General Manager

Trend Motors Volkswagen

Moving Off Paper

Ensuring all these integrations and add-ons are optimized to the store's process is critical, which is why Maher is especially grateful for his DealerSocket Customer Success Manager (CSM).

“She’s a Rockstar. She changed our perspective as far as what we can do with DealerSocket,” Maher says, also crediting his CSM for getting the dealership to switch from a paper log to the CRM's Desk Log to track customer interactions. “The Desk Log has become a bible for us. Every day it's up on my desktop. Right now, I can see how many units have been sold today, who's come and gone, what the notes are, and we have accountability for the sales associates to check in the visit, check in the demo, the write up, that it went to F&I, and that it's in. So, we can see everything that occurred, along with upcoming appointments and those that have been confirmed or canceled.”

Connecting Online with Offline

Having his DealerFire website perfectly synced with his CRM is key to Maher’s overall strategy. “Part of the reason I went with DealerSocket over the other vendors was to have continuity. I knew if I had the DealerFire platform that the triangulation between my website, CRM, desking tool, and, when I’m ready, PrecisePrice, would make for a much better experience for customers,” he says.

As a next step, Maher plans to use digital retailing to build upon existing foundation. "As for digital retail, you want to jump in both feet first. But that’s how you set yourself up for failure. We're tackling it one item at a time, and DealerSocket is allowing us to do that."

"Part of the reason I went with DealerSocket over the other vendors was to have continuity. I knew if I had the DealerFire platform that the triangulation between my website, CRM, desking tool, and, when I’m ready, PrecisePrice, would make for a much better experience for customers."

Frank Maher, General Manager

Trend Motors Volkswagen

Schedule a Demo Now

Learn more about DealerSocket's products and schedule a demo with a representative.

Demo Now

Tekion’s cloud-native platform brings the entire consumer, and OEM-Dealer ecosystem together by seamlessly connecting every part of the automotive retail journey through its comprehensive Automotive Retail Cloud (AKA DMS).

833-835-4662

sales@tekion.com

CRM logo
CRM

DealerSocket CRM + Facebook – Personalize the way you market.

You know a lot about your customers and prospectsDealerSocket’s CRM uses your customer intelligence to inform Facebook advertising and allows you to deliver timely and relevant messages to those who are likely to listen.  

Learn how DealerSocket’s CRM enables smarter and more personalized marketing by scheduling a demo below. 

Sub Heading

Headline

Text Content

The smartest platform in the industry.

  • Centralize customer management to create rich customer experiences. Leverage sales, service, desking, communication, data mining, and digital retail – all in one place.
  • Minimize clicks and simplify processes with a modern, configurable user interface.
  • Connect all your systems through seamless integrations with OEMs and industry platforms.
  • Collaborate with dedicated success teams and advisors in your area. We help you achieve your goals with a unique combination of retail and technology experience.
Ready to learn more? Request a Demo.
Across the board we're seeing better results than with our previous CRM because it's easy to use, it's more effective, there's more flexibility to it. The lead management process does work better, the reporting process is superior.

Jeff Rubin

COO, Competition Automotive Group

Schedule a demo.

Fill out the form below to schedule a demo now.

Simplify and Enrich Customer Experiences

We go beyond the industry standard to centralize customer data within an integrated solution, then enrich the customer experience with insights and customer-centric workflows.

Drive Sales Accountability and Performance

Our sales reporting capabilities are accurate, reliable, and devoid of clutter. Gain full visibility of sales performance and create a culture of accountability and motivation.

Smarter Marketing

Automated and insight-driven marketing engages your customers at every stage of their lifecycle. Build and maintain a centralized customer database, deploy the right communications at the right time, and maximize your results and ROI.

Personalize Your CRM Experience

DealerSocket CRM gives you the freedom to tailor your experience based on your unique needs. Take control with configurable dashboards, checklists, and more.

Stay Connected with Mobile Sales

Our simple, yet robust mobile and texting capabilities give your sales team the power to engage with customers when it matters.

$750,000 revenue increase from a virtual BDC

Learn More
$750,000
Increase sales and revenue with integrated solutions.

Sales

Accelerate sales performance with a centralized, real-time view of the data that drives sales process and accountability.
Learn More

Marketing

Contact the right person through the right channel with the right message through our robust, easy-to-manage marketing capabilities.
Learn More

Service

Connect your sales and service departments and maximize service opportunities.
Learn More

Group Management

Scale the power of your group with a system that works for you, not the other way around.
Learn More

Franchise Dealership Management

Connect with customers and drive ROI with our innovative technology for franchise dealerships.
Learn More

Independent Dealership Management

Work with a CRM designed for the unique needs of independent and BHPH dealers.
Learn More
Request a Demo
A complete automotive software solution for your dealership.
CRM logo
CRM

Why Choose DealerSocket's CRM

DealerSocket's CRM seamlessly manages the customer relationship, by connecting across all devices and departments to maximize sales and profitability for your dealership.

With straightforward pricing and integration with many software providers, DealerSocket's CRM is the solution for your dealership, no matter what size it is. Our CRM is customizable to meet the unique needs of your dealership, all the way down to its business rules. Learn why DealerSocket's CRM is the smartest platform in the industry. 

The smartest platform in the industry.

  • Centralize customer management to create rich customer experiences. Leverage sales, service, desking, communication, data mining, and digital retail – all in one place.
  • Minimize clicks and simplify processes with a modern, configurable user interface.
  • Connect all your systems through seamless integrations with OEMs and industry platforms.
  • Collaborate with dedicated success teams and advisors in your area. We help you achieve your goals with a unique combination of retail and technology experience.
Ready to learn more? Request a Demo.
Across the board we're seeing better results than with our previous CRM because it's easy to use, it's more effective, there's more flexibility to it. The lead management process does work better, the reporting process is superior.

Jeff Rubin

COO, Competition Automotive Group

Schedule a demo.

Fill out the form below to schedule a demo now.

Simplify and Enrich Customer Experiences

We go beyond the industry standard to centralize customer data within an integrated solution, then enrich the customer experience with insights and customer-centric workflows.

Drive Sales Accountability and Performance

Our sales reporting capabilities are accurate, reliable, and devoid of clutter. Gain full visibility of sales performance and create a culture of accountability and motivation.

Smarter Marketing

Automated and insight-driven marketing engages your customers at every stage of their lifecycle. Build and maintain a centralized customer database, deploy the right communications at the right time, and maximize your results and ROI.

Personalize Your CRM Experience

DealerSocket CRM gives you the freedom to tailor your experience based on your unique needs. Take control with configurable dashboards, checklists, and more.

Stay Connected with Mobile Sales

Our simple, yet robust mobile and texting capabilities give your sales team the power to engage with customers when it matters.

$750,000 revenue increase from a virtual BDC

Learn More
$750,000
Increase sales and revenue with integrated solutions.

Sales

Accelerate sales performance with a centralized, real-time view of the data that drives sales process and accountability.
Learn More

Marketing

Contact the right person through the right channel with the right message through our robust, easy-to-manage marketing capabilities.
Learn More

Service

Connect your sales and service departments and maximize service opportunities.
Learn More

Group Management

Scale the power of your group with a system that works for you, not the other way around.
Learn More

Franchise Dealership Management

Connect with customers and drive ROI with our innovative technology for franchise dealerships.
Learn More

Independent Dealership Management

Work with a CRM designed for the unique needs of independent and BHPH dealers.
Learn More
Request a Demo
A complete automotive software solution for your dealership.
CRM logo
CRM

Why DealerSocket CRM

DealerSocket's CRM seamlessly manages the customer relationship, by connecting across all devices and departments to maximize sales and profitability for your dealership.

With straightforward pricing and integration with many software providers, DealerSocket's CRM is the solution for your dealership, no matter what size it is. Our CRM is customizable to meet the unique needs of your dealership, all the way down to its business rules. Learn why DealerSocket's CRM is the smartest platform in the industry. 

Demo DealerSocket's CRM

DEALERSOCKET'S CRM

Accelerate sales and marketing, increase efficiency, and sell more vehicles. With DealerSocket CRM’s industry-leading software and proven track record, you can meet and exceed every need across sales, marketing, service, and senior leadership. Seamlessly manage the customer relationship, connect across all devices and departments, and maximize sales and profitability.

LEARN MORE

Schedule a demo.

Fill out the form below to schedule a demo now.

The Kansas City dealer group is hoping the digital steps it’s taken through the years will sustain demand through the COVID-19 pandemic.

By Gregory Arroyo

Pictured is the showroom of Soave Automotive Group’s Mercedes-Benz of Kansas City, Mo.

Soave Automotive Group, a multi-rooftop operation serving the greater Kansas City area, was off to a solid year, with sales and service profitability outpacing 2019 through February and no sign of that momentum wavering. That was before local health officials delivered two COVID-19-related orders within a period of six days.

The first, which ordered the closure of all social venues like bars and restaurants on March 17, left Kristopher Nielsen unfazed. As Soave’s eCommerce and customer experience manager, he was on the line that day with DealerFire’s design team to get the group’s response to the Coronavirus pandemic online and out to its markets.

“We have no plans to scale back our ad budget,” Nielsen said. “We’re not going to have a knee-jerk reaction. I think there are real opportunities to gain market share in this difficult situation.”

Ready for Anything

The forward-thinking steps the group has taken over the years to button up its operations and virtual presence was the reason for Nielsen’s optimism. He felt especially positive about the integration between the group’s DealerFire websites and DealerSocket’s CRM.

The connection allows him to see how many website visitors a campaign generates, which vehicles they look at, time on site, and then alerts his teams when those customers return — critical capabilities in the weeks ahead.

Nielsen also feels good about the group’s online service scheduling and fully online purchase process, which had generated robust engagement in the 90 days prior to his call with DealerFire. The newest addition to Soave’s websites is DealerFire’s test-drive delivery scheduler, which Nielsen added as part of the provider’s 100-day free use offer.

All three shopper experiences would get calls to action on the landing pages he wanted DealerFire to build to house the group’s COVID-19 response. The main message was that Soave Automotive’s dealerships were open and ready to help.

Promoting those landing pages would be an email campaign, press release, announcement bars on the group’s homepages, and the same SEO content strategy Soave had perfected since partnering with DealerFire in 2010. “The biggest thing for us is checking in on customers and orders coming in,” Nielsen said. “We’re contacting customers reaching the end of their leases. They’re going to need a car regardless of what’s going on in the world.”

Stay the Course

Soave was closing out a lighter than usual but still productive weekend when the second health order was issued. This time, all non-essential businesses were ordered to close on March 24 to stem the spread of the virus, which has infected more than 700 people in the Kansas City area. Dealership service departments could remain open, but sales were limited to appointment-only.

Nielsen said the shoppers who visited his group’s showroom that weekend were especially motivated to buy. Online traffic remained relatively stable, but lead and contact volume declined. Service capacity also declined, as customers opted against non-critical repairs.

Pictured is one of the COVID-19 landing pages DealerFire created for Soave Automotive.

“We’re actually still on track with last year, but January and February were very strong,” Nielsen said. “We’re now going to give back some of those gains.”

As for inventory, Nielsen said the group is keeping in touch with manufacturers as production shuts down. The group wasn’t concerned about being oversupplied, Nielsen noting that Soave has enough vehicles on the ground to get through April.

“A rising tide lifts all boats. Only when the tide goes out do you discover who’s been swimming naked,” Nielsen said. “We recognize that all we can control is how we react. So we’re trying to stay positive and plan as best as we can for where things may go.”

 

As savvy dealers do, Brandon Walker was looking for ways to save on operational spend. One such area of opportunity he uncovered was to switch CRM providers. While the price was seemingly right, Brandon and his team at Walt Massey Chevy Buick GMC Chrysler Dodge Jeep Ram found that all CRMs are, in fact, not created equal. After three months with a different provider, the group reactivated their CRM product suite with DealerSocket, crediting its unique offering as the reason for the decision.

“We were trying to cut costs. We thought we were going to save money by going with the cheaper guy. We already knew this company from a DMS standpoint and, thought ‘hey, a CRM is just a CRM’. Quickly, we realized it was not.”

Brandon Walker, General Manager

Walt Massey Chevy Buick GMC Chrysler Dodge Jeep Ram

The Unforeseen Expense of Switching

CRMs play many crucial functions inside a dealership. In basic form, they are responsible for providing access to data and insights that help drive activity, performance, and sales. In Brandon’s experience, DealerSocket’s robust and reliable reporting tools are part of what differentiates it from other solutions. “It's hard to make decisions off guesses. You know, in this business now, the profit margins are shrinking so much, you actually have to have real data in front of you,” says Brandon. “With the other provider, we couldn’t really get a firm grasp of where our numbers were. We were making decisions off-the-cuff versus being able to look at the numbers and being able to drill down and figure out where the problem was and how to resolve it.”

“One thing that DealerSocket helps promote is accountability…from the salespeople to finance to BDC and sales management, there's a level of accountability.”

Brandon Walker, General Manager

Walt Massey Chevy Buick GMC Chrysler Dodge Jeep Ram

As he recounts his experience with different CRM providers, Brandon identifies accountability as a critical success factor. “One thing that DealerSocket helps promote is accountability…from the salespeople to finance to BDC and sales management, there's a level of accountability.” Brandon and his management team use DealerSocket’s Checkout functionality, a process by which sales managers set activity expectations and give each associate a rating based on where they fell against that expectation at the end of each day.

“The Daily Checkout gets the salespeople and sales manager on the same page. Each day. Going over what that one salesperson has in front of them, what they've got lined up for the next day, and how they perform throughout the day,” says Brandon.

For Brandon, creating a culture of accountability extends to everyone that is supporting the Walt Massey group. DealerSocket’s unique insights reporting helps him in promoting that culture. “The Internet ROI reporting is a very important tool for us because it shows what vendors we’re actually getting proven results out of and which ones that we’re not. You know, that gives us an idea of what we want to spend next month on with advertising, what third-party vendors we want to use, and DealerSocket helps make that possible.”

“It's a good way for us not only to see where the customer is at in the buying process – you know, in reminding them where they're at from an equity standpoint - but it also gives us a chance to reconnect with the customer."

Brandon Walker, General Manager

Walt Massey Chevy Buick GMC Chrysler Dodge Jeep Ram

Back in Full Swing

After reactivating their DealerSocket CRM suite, Walt Massey Automotive Group regained focus on a collective sales and customer retention strategy. “I think whenever we made the change over to our DMS provider’s CRM tool, there was a change in some of our numbers, a decrease in business. But it seemed like everybody wasn't on the same page. When we made the change back to DealerSocket, we were able to get back on the same page. Left hand knew what the right hand was doing,” says Brandon.

The group uses the CRM’s built-in data mining tool, RevenueRadar®, to drive customer retention. “It's a good way for us not only to see where the customer is at in the buying process – you know, in reminding them where they're at from an equity standpoint - but it also gives us a chance to reconnect with the customer. Currently, we're doing about 15 to 20 sales from RevenueRadar in a good month, so definitely looking for those incremental sales,” says Brandon. “We're really territorial. Once we get a customer, we want to take care of them not only now, not only for one purchase, but later on we want them to be a part of the Walt Massey family and continue to market to them and sell to them down the road.”

Schedule a Demo Now

Learn more about DealerSocket's products and schedule a demo with a representative.

Demo Now
"RevenueRadar shows up across the board in the CRM. So even if they're not a current ping, you can click on their radar and see their full deal structure and get an idea of what type of buyer they are."

Greg Kaznocha, Internet Manager

Smithtown Toyota

"It allows me to go back and review phone calls...Sometimes there is a lack of communication. Sometimes there is a missed communication. And going back and being able to review those phone calls is huge."

Greg Kaznocha, Internet Manager

Smithtown Toyota

Schedule a Demo Now

Learn more about DealerSocket's products and schedule a demo with a representative.

Demo Now

Ohio-based Great Lakes Honda registered a new high in terms of sales and gross profit. Vehicle sales grew by 711 units to a record 4,729 units sold, while total gross profit grew by 39% thanks to a $219.35 year-over-year increase in average front-end gross profit per unit retailed. Sales Manager Ryan Huang is quick to credit DealerSocket CRM’s RevenueRadar data mining tool for the record-setting year.

“We had more repeat business and better customer retention than we've ever had. Picking up DealerSocket was probably one of the best things we ever did. Now that we're fully engaged in the CRM, we are exceeding our expectations.”

Ryan Huang

Great Lakes Honda

Mining for Gross Profit

Opportunities generated by RevenueRadar get special attention from Huang’s team. Over the last quarter of the store’s banner year, the deals the tool delivered bested all other sales sources by at least $609 in average front-end gross. Back-end grosses were also healthy, with each RevenueRadar deal topping all other channels in total gross profit by 35% to 62%.

“If you provide the proper training and you turn your salespeople into believers of RevenueRadar, all you have to do as a manager is know your programs,” Huang says. “So, I love starting every month with Honda. That’s when I get my new programs, and I see my new incentives, my new rate, and my dealer cash.”

Huang theorizes that the reason RevenueRadar leads result in high-gross deals is timing; his sales team can capture customers before they become internet shoppers. That allows them to focus on gross vs. units, providing confidence in the power of data mining. “They believe because they can see in their numbers that RevenueRadar works," Huang says.

“Ultimately, an Android phone and an iPhone will accomplish the same thing, but the iPhone is just more user-friendly. In our world, DealerSocket CRM is the iPhone. It's ten times easier to use, and teach other people to use, than any other CRM.”

Ryan Huang

Great Lakes Honda

Want to try DealerSocket?

Fill out the form below to schedule a demo now.