Driving Solutions with Jim Fitzpatrick, powered by CBT News

How Data and Identity Are Transforming Automotive Advertising

Tue, 21 Apr 2026 09:00:00 -0400

Automotive-specific media buying strategies are reshaping how agencies drive performance and retain dealer clients. On this episode of Driving Solutions, fullthrottle.ai Co-Founder Amol Waishampayan explains why agencies are moving beyond general-purpose demand-side platforms in favor of solutions built specifically for automotive retail.

Waishampayan highlights the limitations of broad DSPs and how industry-specific platforms address the complexities of dealership operations, including inventory dynamics, service marketing, and tiered distribution. He also explores how household-level identity, deeper integrations, and outcome-based measurement are helping agencies improve targeting, reduce wasted spend, and demonstrate clear ROI tied to vehicle sales and service performance.

Key discussion points:

Why general-purpose DSPs fall short in automotive retail
How automotive-specific platforms improve targeting and localization
The role of household-level identity in reaching in-market buyers
Connecting ad spend directly to vehicle sales and service outcomes
How DMS integration enables more precise, data-driven campaigns
Why agencies must shift focus from activity metrics to business results

Driving Solutions is the go-to podcast for dealership professionals who want to stay sharp, informed, and ahead of the curve. Hosted by Jim Fitzpatrick and powered by CBT News, each episode brings you real strategies, smart tools, and expert insights to help you run a more profitable operation.

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The rise of automation in service departments

Wed, 15 Apr 2026 09:00:00 -0400

Jeff Adams, Director of Fixed Ops Product Planning at Reynolds & Reynolds, discusses how AI and automation are transforming fixed operations by eliminating inefficiencies, improving customer communication, and increasing service capacity. He explains how dealerships can leverage emerging tools to streamline workflows and meet rising consumer expectations.

Adams outlines how AI is being applied to common friction points across service departments, from communication to scheduling and parts delivery. Technologies like Service Snap, Appointment AI, and robotics are helping dealerships operate more efficiently without increasing headcount. He also shares how integrated AI platforms will enable faster, data-driven decision-making across the dealership. As customer expectations evolve, these tools are reshaping how fixed ops teams deliver service and scale performance.

Using AI to identify and eliminate workflow inefficiencies in fixed ops
Enhancing customer communication through AI-powered video tools
Automating service scheduling and call handling with Appointment AI
Improving technician productivity with robotics and parts delivery systems
Leveraging real-time data and natural language AI for faster decision-making

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How dealer alliances are reshaping automotive retail strategy

Tue, 14 Apr 2026 08:00:00 -0400

Founder and CEO David Mondragon discusses how AutoTrust Dealer Alliance is helping independent dealers compete through collective scale, cost reduction, and operational flexibility. He explains how the platform enables dealerships to strengthen purchasing power across finance and insurance, lending, and general operations—without sacrificing autonomy or requiring structural changes.

As consolidation accelerates across the retail automotive landscape, Mondragon outlines how aggregating dealer demand can unlock efficiencies typically reserved for large public groups. From optimizing lending relationships to reducing everyday expenses through bulk purchasing, AutoTrust’s model is designed to improve profitability while preserving independence. He also shares insights on rapid platform growth, vendor interest, and the long-term vision to reach 1,000 rooftops.

How collective scale helps independent dealers compete with large groups
Strategies for optimizing lending and improving F&I performance
Consolidated purchasing to reduce operational costs
Maintaining dealership autonomy within a shared network
Growth trajectory and future expansion goals for AutoTrust

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Solving Fleet Downtime and Delivery Delays

Tue, 31 Mar 2026 14:00:00 -0400

Peter Janczewski, Senior Vice President of Sales at Draiver, joins Driving Solutions to discuss how automakers are rethinking vehicle logistics to improve visibility, speed, and operational efficiency. As OEM supply chains grow more complex, Janczewski explains why fragmented logistics models are no longer sustainable and how unified platforms are helping streamline vehicle movement from plant to dealer—or directly to consumers.

The conversation explores how Draiver consolidates multiple logistics functions into a single operational layer, enabling real-time tracking, faster delivery timelines, and improved coordination across vendors. Janczewski also highlights the growing importance of fleet management, where downtime can significantly impact profitability, and outlines how AI is being used to optimize routing and execution. As the industry evolves toward direct-to-consumer delivery and autonomous mobility, logistics is becoming a critical driver of both efficiency and customer experience.

Key discussion points:

Why fragmented logistics models limit visibility and slow delivery times
How unified platforms streamline plant-to-consumer vehicle movement
Reducing delivery timelines and improving real-time tracking
The financial impact of fleet downtime and operational inefficiencies
Using AI to optimize routing, coordination, and logistics performance
Preparing for autonomous vehicle and direct-to-consumer delivery models

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Why Dealership AI Needs Better Data Integration

Mon, 30 Mar 2026 13:00:00 -0400

Kerri Wise, Chief Marketing Officer at Lotlinx, and Lance Schafer, GM of Product and Technology, join Driving Solutions to examine why generic AI tools are falling short for dealerships—and what’s needed to unlock real value. Drawing on new survey data, they explain how widespread AI adoption has yet to translate into meaningful operational impact, largely due to disconnected systems and lack of dealership-specific context.

Wise and Schafer outline how integrating AI with CRM, inventory, and performance data enables deeper insights and more actionable decision-making. They also explore the evolution of AI from simple content generation to advanced inventory diagnostics, VIN-level analysis, and automated execution. As dealers move beyond experimentation, the focus is shifting toward measurable outcomes, operational efficiency, and smarter merchandising strategies driven by connected, purpose-built AI tools.

Key discussion points:

Why generic AI tools often fail to deliver useful dealership insights
The importance of integrating AI with CRM, inventory, and performance data
How dealers are using AI for inventory analysis and VIN-level strategy
The shift from content generation to operational execution
Emerging role of AI in automating dealership workflows
What the next phase of AI adoption looks like for dealers

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Unlocking Fixed Ops Profitability

Thu, 26 Mar 2026 11:00:00 -0400

Leigh Silver, CEO of Dynatron Software, joins Driving Solutions to discuss how dealerships can unlock greater profitability in their service and parts departments through better data utilization. With decades of fixed operations experience, Silver explains why many dealers struggle to interpret the vast amount of data generated by DMS systems—and how translating that data into actionable insights can drive meaningful operational improvements.

The conversation explores how Dynatron combines software and consulting to help dealerships identify inefficiencies, improve retention of aging vehicles, and optimize pricing strategies. Silver also highlights the importance of alignment between leadership teams to ensure data-driven strategies are successfully implemented. As vehicles stay on the road longer and service complexity increases—especially with EVs—dealers that effectively leverage data and emerging technologies like AI will be better positioned to maintain profitability and compete with aftermarket service providers.

Key discussion points:

Why dealerships struggle to interpret service and parts data
Turning DMS insights into actionable strategies for fixed ops
Improving retention of aging vehicles and service profitability
The importance of leadership alignment in execution
Adapting to EV complexity and emerging technologies like AI
Competing with aftermarket service providers through value and pricing

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Stephane Ferri Breaks Down the Dealership Phone Call Problem

Thu, 12 Mar 2026 14:00:00 -0400

Stephane Ferri, CEO of Car Wars, joins Driving Solutions to discuss new data revealing how missed phone calls are costing dealerships millions in lost service opportunities—and how artificial intelligence may help close the gap. Drawing from Car Wars’ 2026 white paper, Ferri explains why the phone remains one of the most important lead sources for dealerships, particularly for service scheduling and customer inquiries.

The conversation examines operational bottlenecks that occur during peak call periods, when service advisors are balancing in-store customers with high inbound call volume. Ferri outlines how AI-powered communication tools can answer calls, schedule appointments, and route inquiries more efficiently, helping dealerships capture more service business while improving customer experience. The technology can also integrate with CRM systems, track call history, and support follow-up processes, giving dealerships greater visibility into customer communication. As fixed operations remain a key profit driver, improving call management may play a critical role in strengthening dealership profitability.

Key discussion points:

The scale of missed service call opportunities at dealerships
Why the phone remains a critical lead source for service scheduling
How peak call times create operational bottlenecks for service teams
Using AI to answer calls, schedule appointments, and route inquiries
Integrating call data with CRM systems to improve follow-up and tracking
The impact of better call management on fixed ops performance

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Fred Fordin on Launching Deelr.io and AI-Driven Inventory Management

Tue, 24 Feb 2026 12:00:00 -0500

Dealership technology veteran Fred Fordin joins Driving Solutions to discuss launching Deelr.io alongside his son, Charles, and how AI-driven tools are reshaping inventory and recon management. Drawing on decades of retail and software experience—including leadership roles with Sonic Automotive, Hendrick Automotive Group, Dealertrack, and CDK Global—Fordin outlines a practical approach to improving dealership efficiency through data and automation.

Deelr.io’s platform focuses on recon workflow optimization and real-time inventory intelligence, with rapid onboarding and scalable integrations designed for modern dealer groups.

How AI is improving recon inspections and workflow efficiency
The role of business intelligence in inventory management
Lessons from scaling software solutions across thousands of stores
Integration capabilities with major DMS providers
Strategic plans for expansion and dealer adoption

By combining operational expertise with AI-enhanced analytics, Fordin aims to help dealers make faster, more informed decisions across fixed ops and inventory management.

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Charles Fordin on AI Workflow Automation for Dealerships

Mon, 23 Feb 2026 14:00:00 -0500

Operational speed and cross-department visibility are becoming defining advantages for dealerships, and Charles Fordin, co-founder of Deelr.io, explains how AI-driven workflow automation is helping stores reduce recon cycle times and unify performance management. On Driving Solutions, Fordin outlines how Deelr.io’s platforms connect fixed and variable operations under a single framework built around measurable objectives.

The company’s Pulse business intelligence system delivers leadership-level projections and exception tracking, while Flow centralizes every step of a vehicle’s physical lifecycle. An embedded AI inspection agent, Fixed Eye, supports consistency and documentation across appraisal, reconditioning, and service workflows.

Using AI to reduce recon cycle time and improve time-to-market
Centralizing inspections, vendor coordination, and photography workflows
Turning business intelligence into proactive management decisions
Aligning fixed and variable operations under one performance structure
Expanding multi-agent AI to support inventory and service goals

The result is a more coordinated operating model where automation enhances accountability and execution.

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Jeri Reichel on Why Omnichannel Retailing Is Now Essential for Dealers

Mon, 09 Feb 2026 16:00:00 -0500

Digital retailing has reached a tipping point as consumer expectations for online vehicle purchases continue to rise. On this episode of Driving Solutions, Jim Fitzpatrick is joined by Jeri Reichel, AVP of Strategic Planning at Cox Automotive, to discuss why omnichannel retailing is no longer optional for today’s dealers.

Reichel explains how buyer behavior has shifted toward flexible, online-first experiences that still preserve the value of in-store interaction. She outlines how modern digital retailing platforms have evolved beyond early, disconnected tools to support real payments, financing decisions, and full or partial transactions without disrupting dealership workflows. The conversation also explores the growing role of AI in retailing, from improving consumer discovery to streamlining lender decisions and compliance. As expectations accelerate over the next 12 to 24 months, dealers that focus on seamless execution and reduce friction at key handoff points will be better positioned to retain customers and protect long-term profitability.

Key discussion points include:

Why omnichannel retailing is now a baseline consumer expectation
How digital retailing technology has matured in recent years
The role of AI in improving efficiency and discoverability
Where dealers commonly lose shoppers during the online journey
Practical ways dealers can phase in digital retailing tools

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Lauren Donalson and Jason Wiley on AI-Driven Dealer Growth

Tue, 20 Jan 2026 14:00:00 -0500

PureCars executives Lauren Donalson, CEO, and Jason Wiley, President and Chief Revenue Officer, join Driving Solutions to discuss how clean data and AI-powered marketing can help dealerships drive service visits, strengthen customer engagement, and improve profitability in 2026. They explain why fixed operations remain one of the most underleveraged profit centers in automotive retail—and how smarter data practices can unlock long-term value across the ownership lifecycle.

Donalson and Wiley outline PureCars’ evolution from a digital media platform into a data-driven solution built around data hygiene, customer unification, and intelligent automation. The conversation explores how poor data quality limits marketing effectiveness, why AI is critical for identifying high-probability service and sales opportunities, and how omni-channel outreach can deliver measurable gains in service revenue and customer satisfaction. As dealerships plan for 2026, they share practical insights on where to focus investments to drive sustainable growth.

Key discussion points:

Why fixed ops marketing is critical to dealership profitability
The impact of poor data hygiene on customer engagement
Unifying DMS, CRM, and third-party data into a single CDP
Using AI to identify high-value service and sales opportunities
Driving measurable gains in service visits and revenue per RO

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Ryan Kerrigan on the State of Dealership Buy-Sell Activity

Thu, 15 Jan 2026 11:00:00 -0500

Ryan Kerrigan, managing director at Kerrigan Advisors, joins Driving Solutions to discuss why dealership buy-sell activity remains resilient despite ongoing industry uncertainty. He breaks down key transaction trends from 2025, including major multi-rooftop deals and continued consolidation among large dealer groups, while offering insight into how ownership dynamics are shifting across the industry.

Kerrigan also shares findings from the firm’s latest dealer survey, which shows improving sentiment and growing optimism heading into 2026. The conversation explores normalization of margins, rising Blue Sky valuations, and how EV market challenges and direct-to-consumer threats are shaping dealer strategy. From portfolio realignment to OEM developments and regulatory risks, Kerrigan outlines what dealers and investors should watch closely as the new year unfolds.

Key discussion points:

Why dealership buy-sell activity stayed strong through 2025
Consolidation trends and the growing scale of large dealer groups
Dealer sentiment and profitability expectations for 2026
Blue Sky valuation trends across franchise brands
Risks tied to direct-to-consumer EV sales and OEM strategies
Early signs of stabilization within Stellantis

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Cole Reiken on Using Diagnostics to Protect Used Car Margins

Tue, 13 Jan 2026 11:00:00 -0500

Cole Reiken, managing director of BlueDriver MAX, joins Driving Solutions to explain how professional-grade diagnostics are changing the way dealers appraise and acquire used vehicles. As higher-mileage vehicles become a larger part of dealer inventory, Reiken outlines why visual inspections and basic scan tools are no longer enough to protect margins and maintain customer trust.

The conversation explores how BlueDriver MAX delivers VIN-specific diagnostics, expanded OEM module coverage, and actionable repair insights that help dealers uncover hidden issues before purchase. Reiken also discusses how standardized diagnostic workflows can improve reconditioning efficiency, reduce unexpected repair costs, and create consistency across dealership locations. With real-time auction insights, seamless integrations, and measurable financial impact, diagnostic-driven appraisals are becoming a critical advantage in today’s used vehicle market.

Key discussion points:

Why accurate diagnostics matter more as used vehicles age and mileage rises
How BlueDriver MAX supports smarter appraisals and acquisition decisions
Using real-time diagnostic data in auctions and at the dealership
Reducing reconditioning costs and protecting used vehicle gross
Standardizing appraisal workflows across multiple rooftops
Integrating diagnostics with inventory and appraisal platforms

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Solving Dealer Transport Delays with Royce Neubauer

Tue, 06 Jan 2026 15:00:00 -0500

Royce Neubauer, founder of Auto Hauler Exchange, joins Driving Solutions to discuss how vehicle logistics is becoming a competitive differentiator for dealers and OEMs. Drawing on more than two decades of experience in automotive transport, Neubauer explains why traditional hauling processes often create delays, limit visibility, and tie up dealer capital—especially as customer expectations around delivery continue to rise.

The conversation explores how Auto Hauler Exchange was designed to remove brokers from the transport process, allowing dealers and carriers to work directly through a transparent, real-time marketplace. Neubauer outlines how improved communication, documentation standards, and driver accountability can reduce risk, accelerate delivery timelines, and protect dealer profitability. As logistics increasingly becomes part of the retail promise, he shares why dealerships must rethink transport as a core operational function rather than a back-end necessity.

Key discussion points:

Why vehicle transport delays strain dealer cash flow and inventory turns
Connecting shippers and carriers directly without brokers
Improving shipment visibility and accountability through real-time updates
Reducing risk with stricter pickup verification and documentation
Evaluating driver-level performance to improve service quality
How logistics is evolving into part of the customer experience

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How eLEND Solutions Streamlines Dealer Financing — Pete MacInnis

Tue, 06 Jan 2026 14:00:00 -0500

Pete MacInnis, CEO of eLEND Solutions, joins Driving Solutions to discuss the company’s recent Finance Report and how its fintech platform is helping dealerships overcome inefficiencies in auto financing. He explains how outdated credit-tier models can create a $4.7 billion annual revenue gap for dealers and outlines how modern, dynamic lender practices are reshaping the financing landscape.

MacInnis details how eLEND’s tools integrate credit, identification, and financial workflows to streamline pre-approval and deal-making processes. The platform reduces friction, accelerates transactions, and protects margins while maintaining SOC 2 Type II compliance and robust audit trails. He also highlights the new DealMaker tool, which seamlessly connects digital retailing, CRM, and inventory systems to dealer finance workflows—allowing dealerships to improve accuracy, speed, and customer satisfaction across the sales process.

Key discussion points:

The $4.7 billion annual revenue loss caused by outdated credit-tier models
Transition from fixed FICO tiers to dynamic lender pricing models
How eLEND integrates credit, ID, and finance tools to streamline deals
DealMaker tool for connecting digital retailing and finance workflows
Ensuring compliance, reducing errors, and protecting dealer profitability
Enhancing customer experience and transaction speed

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Erin Kerrigan Breaks Down Dealership Valuations and Consolidation

Thu, 11 Dec 2025 11:00:00 -0500

Erin Kerrigan, founder and managing director of Kerrigan Advisors, joins Driving Solutions to analyze why dealership buy-sell activity is on pace for a record-setting year in 2025. Drawing on the firm’s latest data and blue sky insights, she explains how strong buyer cash reserves, easing interest rates, and surging demand for luxury and ultra-luxury brands are reshaping the transaction landscape.

Kerrigan discusses regional consolidation trends, rising valuations, and why operator performance now plays a greater role in dealership profitability. She also outlines how tariff absorption by manufacturers, evolving EV policies, and AI adoption are influencing buyer strategy and long-term growth. As dealers focus on regional dominance and revenue expansion, Kerrigan offers a clear view of what to expect as the industry moves toward 2026.

Key discussion points:

Why 2025 is shaping up to be a record year for dealership transactions
Regional consolidation trends and the rise of tuck-in acquisitions
Valuation growth, brand performance, and operator-driven profitability
Luxury and ultra-luxury demand, including Ferrari, Lamborghini, and Rolls-Royce
How tariffs, EV policy shifts, and AI adoption impact dealer strategy

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Amberly Allen Breaks Down Modern Payments for Dealers

Wed, 10 Dec 2025 08:00:00 -0500

Amberly Allen, founder and managing partner of Dealer Merchant Services (DMS), joins Driving Solutions to discuss DMS’s recent acquisition by Priority Payments and what it means for automotive dealers navigating a rapidly changing payments landscape. She explains why finding a more sophisticated payments partner became critical as surcharging rules, compliance demands, and consumer payment preferences continue to evolve.

Allen breaks down how Priority Payments’ scale, technology, and extensive compliance resources strengthen DMS’s ability to protect dealers, reduce liability, and modernize dealership payment ecosystems. The conversation also explores how the partnership expands DMS’s capabilities across treasury, cash flow optimization, and emerging payment methods, while maintaining the company’s high-touch service model. From new card network requirements to digital wallets and crypto adoption, Allen outlines what dealers need to know now—and how the transition will remain seamless for existing clients.

Key discussion points:

Why DMS sought a more scalable and compliance-focused payments partner
How Priority Payments’ technology and legal resources benefit dealers
Navigating Visa and Mastercard’s Commercial Enhanced Data Program (CEDP)
Modernizing dealership payments with digital wallets and crypto options
Expanding payment solutions across automotive and adjacent industries

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Amberly Allen on Surcharging, Taxes, and Payment Technology

Tue, 18 Nov 2025 14:00:00 -0500

In this episode of Driving Solutions, Amberly Allen, founder and managing partner of Dealer Merchant Services (DMS), breaks down how evolving payment rules are reshaping dealership operations and compliance strategies. As credit card surcharging gains traction nationwide, Allen explains why dealers must understand state-specific regulations, disclosure requirements, and tax implications to protect revenue and avoid costly penalties.

She outlines why cash discounting can create risk in automotive transactions and how compliant surcharge programs, paired with modern payment technology, can help dealerships navigate growing regulatory complexity. Allen also discusses how updated processing tools and data requirements from card brands are changing dealer payment ecosystems.

Topics covered in the conversation include:

The expanding legality and limits of credit card surcharging
State-by-state sales tax treatment of surcharges
Risks associated with cash discounting in dealerships
The role of modern payment technology and BIN range tools
New card brand data requirements and rate optimization
Consumer demand for alternative digital payment methods

Allen emphasizes that compliance, technology, and training are now critical components of dealership financial operations.

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How AI Is Transforming Dealer Prospecting with Bill Egan

Fri, 14 Nov 2025 16:00:00 -0500

Efficiency and personalization are becoming essential differentiators for dealership profitability. On this episode of Driving Solutions, automotiveMastermind VP of Product Bill Egan explains how new predictive and AI-powered tools are reshaping how dealers prospect, communicate, and close deals more effectively.

Egan outlines how automotiveMastermind is addressing the industry’s biggest outreach gap: using AI to craft initial, personalized messages that help sales teams connect with the right customers at the right moment. He also breaks down how tools like Mastermind CoPilot and the Behavior Prediction Score model are streamlining workflows, strengthening CRM integrations, and expanding predictive insights across the dealership—including future applications in F&I.

Find out:

Why AI-powered prospecting remains underutilized in dealerships
How predictive insights guide which customers to contact and with what message
The role of Mastermind CoPilot in generating one-click, multichannel sales scripts
How the Behavior Prediction Score model helps forecast buyer intent and deal structure
The impact of two-way CRM integration with DriveCentric
Future AI applications in F&I and real-time consumer engagement

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How Digital Displays Transform Dealership Culture And Results

Wed, 22 Oct 2025 16:00:00 -0400

We explore how North Georgia Toyota uses digital screens to elevate customer trust, motivate teams, and replace manual reports with live, shared data that updates every 15 minutes. GM Greg Epps shows how real-time visibility builds culture while managers gain flexible tools for goals, coaching, and KPIs.

• replacing whiteboards and spreadsheets with real-time screens
• service status boards that show pricing and RO progress to customers
• sales leaderboards that motivate and build culture
• mobile alerts and live KPIs for instant feedback
• fixed ops metrics like effective labor rate and dollar per RO
• opcode tracking and bonus transparency updated every 15 minutes
• management tools for coaching, evaluations, and custom goals
• cost-efficient deployment with one player powering many TVs
• flexible onboarding from a la carte to turnkey
• investing in experience to stand out in crowded markets

Schedule a demo at digitaldealershipsystem.com. There’s also a link right below the video you’re watching—one click away to book your demo. See us at NADA in a few months

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Why Process, Not Leads, Decides Your Dealership’s ROI

Mon, 20 Oct 2025 09:00:00 -0400

We cut through AI hype and zero in on performance, showing how process, follow-up, and clear communication drive higher close rates across multi-store operations. We share measurable ways to vet vendors, deploy AI as a useful assist, and get back to basics: conversations sell cars.

• market pulse on Nissan momentum and Q4 outlook
• multi-store BDC leadership and service BDC coordination
• AI as triage and routing, not a replacement
• CRM source reporting to prove ROI
• vendor vetting: measurable results, integration, partnership
• recovering the missing 70% with structured follow-up
• using digital retail to answer real questions fast
• onboarding and support tailored to store processes
• back-to-basics: conversations, documentation, consistency

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Your Trade Appraisals Could Be Costing You $12,000 A Month Without This Tool

Thu, 18 Sep 2025 16:00:00 -0400

BlueDriver Max is revolutionizing the vehicle appraisal process by providing dealerships with fast, accurate mechanical diagnostics that prevent costly mistakes and build customer trust.

• Scan first: The BlueDriver Max device plugs into a vehicle's OBD2 port and delivers comprehensive mechanical diagnostics in 2-3 minutes
• Average dealership loses $4,000-$12,000 monthly from undetected mechanical issues during appraisals
• 81% of dealers surveyed consider mechanical inspection the most critical part of the appraisal process
• Device can detect when check engine lights have been recently cleared, preventing fraud
• Diagnostic reports serve as effective closing tools when negotiating with customers
• Simple pricing: $199 per device with $99 monthly subscription
• Reports can be printed, emailed, or shared through the smartphone app
• Implementation requires no additional time in the existing appraisal process
• Recommended usage: two devices per dealership

Visit BlueDriverMax.com/scan-first to schedule a 15-minute demo and learn how this tool can improve your appraisal process and protect your dealership's bottom line.

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Revolutionizing Dealer Operations with automotiveMastermind & DriveCentric

Tue, 16 Sep 2025 15:00:00 -0400

automotiveMastermind and DriveCentric announce a strategic partnership that will integrate Mastermind's predictive data intelligence directly into DriveCentric's CRM platform, creating a seamless experience for dealership staff.

• automotiveMastermind brings 15 years of machine learning algorithms that predict customer buying behavior
• DriveCentric provides the engagement platform and operational tools dealerships use daily
• Integration eliminates the need for dealership staff to switch between multiple systems
• Partnership focuses on clean data flow between systems, ensuring consistent information
• Private incentives from manufacturers can now follow customers from marketing to showroom to F&I
• Matt Leone, now CEO of DriveCentric, previously served as CEO of automotiveMastermind
• DriveCentric is opening its API to create a more connected ecosystem for dealerships
• Data hygiene and enrichment will improve accuracy of AI communications
• Beta testing is underway with full implementation expected in Q4
• Joint customers will only need to sign an authorization form to activate the integration
• No additional cost to dealers who already use both platforms

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Dealers who embrace AI are winning the customer satisfaction game

Fri, 05 Sep 2025 10:00:00 -0400

Mark Vickery of Cox Automotive reveals how AI is transforming car dealerships by personalizing customer interactions and improving satisfaction rates to all-time highs. We explore how dealerships are using predictive technology to understand shopping journeys and connect with customers more effectively while maintaining the human touch that builds lasting relationships.

• AI helps dealers connect with customers faster and more confidently, not replace human interaction
• Customer satisfaction spikes when shoppers feel the dealership knows their journey and preferences
• Predictive Insights with Gen AI alerts dealerships when customers are ready to buy and prioritizes leads
• AI drafts personalized messages based on customer behavior data from AutoTrader, KBB, and websites
• Performance managers with dealership experience help implement technology and develop strategies
• Creating a culture that embraces change is crucial for successful AI implementation
• The AI revolution parallels the internet adoption challenges dealers faced in the late 1990s
• Great customer experience is no longer optional but "the price of admission" for future success
• Amazon's ease of purchasing demonstrates how convenience trumps price shopping
• Tomorrow's technology changes are inevitable—dealers must adapt to thrive

Visit cbtnews.com for more insights on how your dealership can leverage AI to enhance customer experiences and improve profitability.

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Reimagining Automotive Events: How Digital Dealer Is Transforming for Today's Dealerships

Mon, 01 Sep 2025 10:00:00 -0400

Digital Dealer is evolving with significant changes for their October 14-15 event at Mandalay Bay in Las Vegas, responding directly to dealer and exhibitor feedback. The show has been condensed from three days to two, creating de-conflicted content and expo hours so attendees never have to choose between education sessions and exploring solutions.

• Show shortened to two days to respect dealers' valuable time away from their businesses
• Content and expo hall hours now de-conflicted so attendees don't miss opportunities
• Day one features 25-minute bite-sized sessions on dealer challenges
• Day two offers 90-minute workshops where attendees solve real problems to implement immediately
• AI Hackathon returns by popular demand with teams competing for a championship-style belt
• Content focuses on practical implementation of AI in CRMs, fixed ops, and other dealership areas
• Limited exhibitor spaces still available near the Pit Stop and Dealer Tech Live Stage
• Event covers all dealership departments while maintaining its digital marketing roots

Register now for Digital Dealer this October 14-15 in Las Vegas at Mandalay Bay.

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AI's Impact on Car Buying Satisfaction

Thu, 28 Aug 2025 08:00:00 -0400

Car buyer satisfaction has reached record highs as dealerships focus on every segment of the consumer journey, embracing AI and personalization to meet customer expectations. Four key factors driving this improvement include better-informed consumers, transparent communication, knowledgeable staff acting as partners rather than adversaries, and customers feeling more in control of their purchasing experience.

• Dealers must evolve to match innovation pace across all retail experiences, not just automotive
• Consumer expectations are shaped by seamless experiences with companies like Amazon and Target
• Cox Automotive partnered with Kenan Thompson on a campaign showing car shopping can be enjoyable
• Trade-in process remains emotionally charged, with 25% of shoppers dropping out during this stage
• Transparent tools like Kelley Blue Book Instant Cash Offer help explain vehicle valuations
• F&I experience is improving through consumer-centric solutions and collaborative conversations
• AI and automation reduce friction points while giving consumers control over the digital experience
• Reducing idle time through proactive communication builds trust with shoppers
• Contrary to dealer fears, giving consumers more control actually increases profitability
• The win-win approach creates lifetime customers while maintaining healthy margins

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Credit Card Compliance: How Dealers Can Save Millions Without Sacrificing Service

Wed, 16 Jul 2025 15:00:00 -0400

Amberly Allen from Dealer Merchant Services explains how dealerships can save significant money by properly implementing credit card surcharge programs while staying compliant with regulations.

• Working with 1,000 dealers in 45 states and endorsed by 14 state associations
• Finding hidden fees and rate increases in 26-page confusing credit card statements
• Providing on-site implementation with a 93-item checklist for proper setup
• Training over 16,000 dealership employees on compliance and customer communication
• Offering stateside support staffed by former dealership controllers who understand automotive accounting
• Saving dealers approximately 70% on processing fees ($7,000 monthly for every $10,000 currently spent)
• Generating $2.5 million in net profit savings for a 10-store group over three years
• Maintaining compliance by never charging surcharges on debit cards (used by 30-40% of customers)
• Warning against DIY implementation due to complex regulations and interchange rates
• Providing traditional processing options for dealers not ready to implement surcharging

Contact Dealer Merchant Services to get a free assessment of your current credit card processing statements and discover your potential savings.

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Why Your Dealership Needs a Commercial Vehicle Strategy Now

Wed, 09 Jul 2025 15:00:00 -0400

Commercial vehicles represent a significant profit opportunity for dealers as OEMs shift focus from cars to trucks and commercial fleets, creating an avenue for business-to-business relationships built on loyalty and repeat sales.

• Detroit 3 automakers increasingly relying on trucks and SUVs after eliminating less profitable product lines
• Commercial customers lose $2,000-$5,000 daily when vehicles are down, driving their need for reliable partners
• B2B relationships foster customer loyalty unlike declining loyalty in retail automotive
• Collaboration between OEMs, dealers, and upfitters creates a production coordination chain
• Commercial sales require different financing approaches than retail
• Dealers need to commit fully with dedicated people, systems, and inventory to succeed
• Commercial business predicted to become as important as F&I within 10-15 years
• Focus on business fundamentals rather than market uncertainties like tariffs
• Future success depends on shifting from counting car sales to measuring "cents per mile driven"

If you're interested in learning more about commercial vehicle sales or watching our summit sessions, visit our YouTube channel where all sessions are available to view.

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Eight Times More Likely to Buy: The Hidden Power of First-Party Customer Data

Tue, 08 Jul 2025 15:00:00 -0400

Chase Abbott explores the surprising disconnect between dealer awareness and implementation of consumer behavior insights, revealing how quality, first-party data can transform customer experiences and increase sales.

• Over 90% of dealers know about customer behavior insights, yet fewer than 20% actually use them
• Outdated or inaccurate data creates poor customer experiences and missed sales opportunities
• First-party data from Cox Automotive's platforms (AutoTrader, KelleyBlueBook, Dealer.com) provides more timely, accurate insights
• DealPulse and DealCentral offer comprehensive financial ranges from customers' online journeys
• Effective dealerships balance AI-powered insights with human expertise to create relevant communications
• Tools like predictive AI can identify shoppers 8x more likely to buy
• Dealers should question their vendor stack about data quality, timeliness, and results
• With increasing competition and evolving customer preferences, technological adaptation is essential

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How Bizzycar's AI-Driven Recall System Is Revolutionizing Service Departments

Tue, 08 Jul 2025 15:00:00 -0400

The automotive retail landscape is shifting dramatically, and smart dealers are focusing on what they can control: fixed operations. In this eye-opening conversation with Ryan Maher, CEO of Busy Car and third-generation dealer, we uncover how properly managed recall campaigns have become a secret weapon for driving both revenue and retention during uncertain times.

Did you know there are 70 million vehicles with open recalls on American roads? That represents a staggering $22 billion in potential service revenue with approximately 70% gross margins. Yet many dealerships struggle to capture this business effectively. Maher reveals how Busy Car's AI-driven platform is transforming recall management by automating everything from customer outreach (using TCPA-exempt text messaging) to parts ordering and appointment scheduling—all without requiring dealer staff to manage the process.

What makes this conversation particularly valuable is the revelation that recall work often leads to unexpected benefits beyond service revenue. Dealers using the Busy Car platform report that many customers coming in for recall repairs become trade-in opportunities, helping acquire inventory when quality used vehicles remain in high demand. We also explore how recalls are helping fuel the mobile service revolution, providing predictable revenue streams that make mobile operations financially viable as the industry transitions toward an EV-dominant future with fewer traditional maintenance needs.

For dealers concerned about potential tariff impacts and market uncertainty, this episode offers a practical roadmap back to fundamentals. Learn how leading dealer groups are capturing millions in recall revenue while improving customer satisfaction and retention. Whether you're a single-point dealer or running multiple rooftops, you'll discover strategies to transform your recall process from a hassle into a substantial profit center that delivers results immediately.

Check out BusyCar.com to learn how their platform is helping dealers across the country capitalize on the recall opportunity, or call your manufacturer representative to discuss improving your recall management processes today.

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Blue Sky Report Q1: The Evolving Landscape of Auto Dealership Transactions

Mon, 07 Jul 2025 16:00:00 -0400

The automotive buy-sell market is experiencing a slight slowdown with transaction activity down 14% in Q1 2025 compared to 2024, though still running 70% above pre-pandemic levels. The current market shows interesting shifts with single-store sellers dominating transactions while multi-dealership deals decline amid financial market volatility.

• Buy-sell market annualizing at about 375 transactions for 2025
• Single-store transactions now represent nearly 80% of all deals
• Multi-dealership transactions down 39% due to market volatility
• Industry earnings up 7% year-over-year for first time since pandemic peak
• Blue Sky values remain strong at 70% above pre-pandemic levels
• Regional market consolidation becoming dominant strategy for buyers
• Major metros expected to become highly consolidated within next decade
• Fixed operations continue providing stable profitability (about 50% of gross)
• Tariffs may actually benefit dealers through increased gross on limited inventory
• Stellantis and Nissan showing improved outlook with new leadership
• 76% of OEM executives believe Chinese automakers will eventually enter US market
• Chinese manufacturers now control 64% of Chinese auto market, up from 36%

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The Human Touch in an AI World: Dave Steinberg of FourEyes on Dealership Success

Mon, 07 Jul 2025 15:00:00 -0400

Dave Steinberg, President and CEO of FourEyes, reveals powerful strategies for dealerships navigating today's challenging economic environment. As tariffs and market uncertainty shake consumer confidence, Steinberg explains why dealerships need a fresh approach to measuring performance and managing sales expectations.

Drawing from FourEyes' analysis of 40,000+ salespeople nationwide, Steinberg unpacks why raw sales numbers can be misleading. He shares a compelling example of a salesperson who sold 18 cars in a month – seemingly impressive until you realize they closed only 11% of leads compared to the group's 15% average. That difference represents six missed sales opportunities! This surgical analysis extends to BDC operations, where many dealerships have thousands of leads languishing with 1-2% close rates due to ineffective routing and follow-up.

The conversation tackles the AI hype head-on, distinguishing between "surgical" and "shotgun" approaches. Steinberg argues persuasively that AI's true power comes from quality data that personalizes the sales process rather than replacing human interaction. "AI is not going to replace salespeople; it's going to augment them," he notes. This becomes particularly important as the data shows most current buyers are purchasing out of necessity, making them more receptive to consultative selling that addresses their specific needs.

As economic headwinds intensify, Steinberg emphasizes the importance of industry collaboration. Early indicators show potential softening in crucial metrics like 4-7 day close rates. By sharing information and adapting strategies collectively, dealerships can navigate uncertainty while maintaining team morale and performance. Listen now to discover how better data insights can transform your approach to sales management and customer engagement during these volatile times.

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The Credit Card Surge: How Dealerships Can Save Thousands | Amberly Allen, Dealer Merchant Services

Wed, 18 Jun 2025 12:00:00 -0400

Ever wonder why some dealerships are saving $10,000+ monthly while others get hit with compliance violations for their credit card practices? The answer lies in understanding the complex web of federal laws, state regulations, and card brand rules governing credit card surcharging in automotive retail.

Amberlee Allen, founder and managing partner of Dealer Merchant Services, reveals how her company grew from serving a single dealership to over 1,000 stores in just five years by specializing exclusively in automotive-compliant surcharging programs. This remarkable growth stems from a deep understanding of dealership operations and the unique compliance challenges faced by auto retailers when implementing surcharges.

The compliance landscape is intricate - surcharging remains illegal in three states (Connecticut, Massachusetts, and Maine), while others like Colorado cap rates at 2%. California dealers face special restrictions in F&I, and New York requires explicit price disclosures. The universal rule? Surcharges cannot exceed 3%, dealers cannot profit from them, proper signage is mandatory, and surcharging debit cards is strictly prohibited. Without specialized technology that automatically identifies card types, dealerships risk significant violations.

What separates successful implementations from problematic ones? Dealer-specific training, controller-friendly reporting with RO numbers and employee IDs, and support staff comprised of former dealership controllers who understand automotive accounting. As economic headwinds approach in 2025, including potential tariff impacts, implementing a properly structured surcharge program represents low-hanging fruit for dealers looking to protect their margins. The question isn't whether you can afford to implement compliant surcharging - it's whether you can afford not to.

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Why Cox Automotive's Native CDP Solution is Changing the Game for Dealers

Wed, 18 Jun 2025 12:00:00 -0400

The data revolution has arrived at automotive dealerships' doorsteps, and those who harness it effectively are seeing remarkable results. Customer Data Platforms (CDPs) have quickly evolved from industry jargon to essential technology that's transforming how dealerships connect with car shoppers and owners.

In this illuminating conversation, Cox Automotive executives Jade Teraberry and Susan Blue demystify CDPs and reveal why they've become so critical for dealership success. They explain that while many vendors are now selling standalone CDP solutions requiring significant investment, Cox Automotive has taken a different approach – embedding comprehensive CDP capabilities directly into the tools dealers already use daily. This native integration allows dealerships to activate real-time consumer insights without adding new systems, training, or complexity to their operations.

What makes Cox Automotive's CDP approach particularly powerful is the unparalleled data foundation beneath it. With 5.1 trillion vehicle insights annually and nearly 3 billion consumer insights, the system creates unified customer profiles enriched with granular shopping behavior. Their "human in the loop" approach combines AI automation with the human touch, ensuring every customer communication is personalized and relevant. As Jade notes, "You don't waste a penny speaking to a consumer with a message that isn't relevant to where they are in the process right now."

For dealers navigating the complex world of customer data management, the experts offer clear guidance: partner with companies that have the most comprehensive data resources, and ensure insights can be activated in real-time through existing workflows. The future belongs to dealerships that can deliver truly personalized experiences while making every marketing dollar work harder. Ready to transform how you connect with today's digital-first car shoppers?

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The Data-Driven Path to Automotive Retail Success | Brendon Reardon, Cox Automotive

Tue, 03 Jun 2025 15:00:00 -0400

The automotive retail landscape is undergoing a profound transformation, with dealerships facing a sobering 30% decline in profitability compared to 2022 highs. Market volatility, rising floor plan expenses, and increasing advertising costs are squeezing margins like never before. But amidst these challenges, forward-thinking dealers are discovering pathways to sustainable success.

In this eye-opening conversation with Brendan Reardon, Associate Vice President of Sales at Cox Automotive, we unpack the strategies that top-performing dealerships are implementing to thrive despite market headwinds. The secret lies in the powerful combination of data intelligence and customer-centric selling approaches that fundamentally transform the car buying journey.

Today's car buyers aren't just seeking vehicles – they're demanding experiences. They want to buy cars rather than be sold them, through processes that are transparent, collaborative, and respectful of their time and intelligence. This shift requires dealerships to leverage sophisticated data tools that identify the most promising leads before they even reach out, and then respond with hyper-personalized communications that acknowledge the wealth of information customers now share about themselves and their preferences.

The results speak volumes: dealerships utilizing AI-powered solutions like Deal Central are experiencing double the close rates, 15% higher back-end profit, and hundreds more in profitability per deal. These impressive metrics stem from creating experiences where shoppers encounter consistent information across all touchpoints, collaborate side-by-side with sales professionals, and ultimately leave feeling confident in their purchase decision. When executed properly, this approach creates a virtuous cycle of satisfied customers who are 4.5 times more likely to share their positive experiences on social media and 3 times more likely to return for future purchases. Ready to transform your dealership's approach to meet the evolved expectations of today's car buyers? This episode provides your roadmap.

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