While the idea of digital transformation can sometimes feel daunting, the return on investment makes it a no-brainer, suggests Keyloop’s Jacqui Barker, who shares her thoughts on the opportunities for dealer groups to reduce the duplication of tasks and free up space for high value activities.
In my previous columns, I’ve explored how businesses can take steps toward a more connected ecosystem, leveraging technology to streamline operations and improve customer experience.
This month, I want to dig deeper into the concept of reducing duplication, how convergence of tasks and systems can not only enhance the efficiency of our teams but also increase accuracy and enable automation, ultimately driving that all-important cost efficiency.
Many automotive businesses still operate in a fragmented way, with different teams using multiple systems that don’t talk to each other. This results in duplication of effort, errors caused by manual data entry, and delays that frustrate both employees and customers. Whether it’s a retailer managing vehicle stock across multiple platforms, or a lender processing applications using outdated workflows, inefficiencies are rife.
The industry has spent years adding layers of technology, but often without true integration, leading to an overwhelming and inefficient tech stack.
Eliminating repetition, unlocking efficiency
One of the most significant opportunities for the industry is to consolidate workflows so that data flows seamlessly through the entire ecosystem. Instead of having separate systems for lead management, sales, and aftersales, businesses should be looking at solutions that bring these functions together.
By doing so, they can eliminate the need for re-keying information, reduce errors, and free up staff to focus on higher-value tasks.
Automation plays a key role here. By implementing smart, AI-driven tools, businesses can reduce manual intervention in processes such as customer inquiries, finance applications, and vehicle handovers.
The less human input required for routine tasks, the lower the risk of mistakes—and the greater the opportunity for cost savings.
Achieving true convergence requires collaboration, both internally and with technology partners. Internally, departments need to work together to map out inefficiencies and find ways to integrate their processes.
Externally, retailers, lenders, and OEMs must engage with their tech providers to ensure their digital solutions are designed for connectivity rather than operating in silos.
For example, a dealership that integrates its online finance application process with its in-store CRM can offer a seamless experience for customers. This removes the need for re-submitting information when a customer moves from online browsing to a showroom visit, reducing frustration and increasing the likelihood of conversion.
The ROI of convergence
While the idea of digital transformation can sometimes feel daunting, the return on investment makes it a no-brainer.
Retailers that streamline their tech stacks and integrate systems properly can reduce overheads, improve customer retention, and create a smoother, more consistent customer experience.
More importantly, they can begin to shift focus from short-term sales to long-term customer relationships.
Looking ahead: The EV transition and consumer support
Next month, with the change to the energy price cap, I’ll be focusing on the steps you can take to ensure you can support consumers in making the right EV choices with the latest insights. The industry is more than ready with product which was clearly articulated demonstrated at the recent SMMT Electrified event, we heard about the incredible technology being developed in vehicles of all sizes, from the smallest passenger cars to HGVs. We heard from industry leaders at Kia, Ford, BMW, Nissan, and Scania,
According to the latest data from the SMMT, the EV industry is on track to deliver £50 billion of growth in the next decade. Now is the time to transition.