Top 10 Key Takeaways of Automotive CRM Software
- Automotive CRM software centralizes customer data, lead tracking, sales processes and marketing
- It improves efficiency, personalization, lead conversion, inventory control and revenue
- Key features include lead management, inventory integration, communication tools, sales pipelines, marketing automation, mobile access, and reporting
- Top CRMs on the market include DealerSocket, AutoRaptor, Salesforce, VinSolutions and Zoho CRM
- Costs range from $14/user/month to custom enterprise quotes
- All have mobile apps; most have strong lead management, inventory integration and marketing automation
- Choose based on dealership size, specific needs, integrations, price, user-friendliness and support
- Small/mid-size dealers should consider AutoRaptor or Zoho; large dealers DealerSocket or Salesforce
- Future trends include AI, enhanced mobile, IoT integration, self-service, proactive automation
- Data privacy, security and integration with AR/VR will be priorities going forward
What is an Automotive CRM?
As a car dealership owner or manager, you know how complex and fast-paced the business can be. Juggling leads, inventory, sales processes and customer relationships is no easy feat. That’s where an automotive CRM (customer relationship management) system comes in.
Think of a car dealer CRM as the central “brain” of your dealership operations. It’s a software platform that lets you organize all your customer data, track leads through the sales funnel, automate key tasks and workflows, and get insights to make smarter business decisions. By bringing together information that was once stuck in separate systems or spreadsheets, a CRM for car dealers helps your whole team work together seamlessly.
Whether you call it dealership CRM software, CRM automotive, auto CRM, or any other name, the core purpose is the same – to improve efficiency and results across your sales, marketing and customer service. As a veteran of the industry with 20 years under my belt at several leading dealerships, I can say with certainty that adopting a robust automotive CRM was a real game-changer. You simply can’t afford to run a modern dealership without one.
Benefits of Automotive CRM Software for Dealerships
So what exactly can you expect a car sales CRM to do for your dealership? Here are some of the biggest benefits I’ve seen:
1. Better understanding and personalization for customers With a complete, centralized view of each customer’s history and preferences, your team can provide tailored recommendations, relevant offers and overall “white glove” treatment. No more generic pitches.
2. Improved lead management and conversions
Advanced lead routing, scoring, nurturing and tracking capabilities help ensure no opportunity slips through the cracks. Prompt follow-up and personalization can dramatically boost your lead-to-sale conversion rates.
3. Streamlined inventory management Many auto CRMs integrate with your inventory system to give real-time stock availability, automate price changes and repo updates, and match customers to the right vehicles in your lot or incoming pipeline.
4. Increased sales performance and revenue With the right leads matched to the right inventory by the right reps at the right times, it’s no surprise that dealerships using CRM report more deals closed and higher grosses. Automation also helps reps handle more volume.
5. Happier long-term customers Beyond that first sale, dealership CRMs help you stay on top of service reminders, lease maturities, warranty renewals, recall updates and other key touchpoints to keep customers engaged and coming back.
6. Task automation and workflow optimization From auto-triggered lead assignments and price quotes to bulk email campaigns and approval routing, car sales tools in a CRM make your whole team more efficient and effective. Work smarter, not harder!
7. Data-driven strategy and planning Real-time dashboards and customizable reports give you deeper insights into what’s working at your dealership and what needs attention, so you can adjust your approach proactively. No more flying blind.
Top Features to Look for in Car Dealership CRM Software
With so many automotive CRMs on the market, it’s crucial to know what capabilities matter most. Based on my experience across several platforms, be sure to look for:
- Lead capturing, routing, tracking and scoring
- Inventory management system integrations
- Omni-channel customer communication (email, SMS, chat, social, etc.)
- Sales pipeline tracking and forecasting
- Marketing campaign automation and personalization
- Mobile app for on-the-lot access
- Customizable reporting and data visualization
Best Automotive CRM Software on the Market
With those key features in mind, which platforms rise to the top? Here’s a quick overview of 5 leading car dealership CRMs:
DealerSocket
Pros:
- User-friendly interface
- Comprehensive features
- Strong inventory & finance tools
Cons:
- Can be complex for smaller dealers
AutoRaptor
Pros:
- Affordable
- Easy to use
- Good support
Cons:
- Lacks built-in desking
Salesforce Automotive Cloud
Pros:
- Highly customizable
- Extensive integrations
- Scalable
Cons:
- Expensive for small dealers
VinSolutions
Pros:
- Smooth sales process flow
- Data-driven insights
- Automated marketing
Cons:
- Learning curve for new users
Zoho CRM
Pros:
- Affordable pricing
- User-friendly
- Custom dashboards
Cons:
- Steep learning curve for advanced features
How to Choose the Right Automotive CRM
With those options in mind, how do you decide which car dealer CRM is best for you? Consider these key factors:
- Dealership size and goals
- Integration with existing systems
- Pricing and potential ROI
- Mobile access and ease of use
- Training and support availability
- Ability to test drive before buying
For smaller dealerships, affordability and simplicity may be top priorities, so AutoRaptor or Zoho could fit well. Larger dealer groups will want the flexibility, power and scale of an enterprise system like DealerSocket or Salesforce.
What is the Best CRM Auto Sales Software for Me?
In the end, only you can decide which is the best automotive CRM for your unique dealership. But with the above guidance in mind, you should be well equipped to evaluate your options and make the optimal choice.
Think about what your biggest challenges and goals are. Is it managing more leads? Increasing rep productivity? Turbo-charging your marketing? Improving customer satisfaction and retention? Prioritize CRM features and capabilities that will directly impact those objectives.
For most dealerships, I recommend making a short list of your top 3 contenders, and then requesting a demo or trial to really get a feel for each automotive CRM “in action.” Be sure to get input from managers and end-users on the sales, marketing and service teams. The right car dealership CRM should click for your entire staff, not just leadership.
The Future of Automotive Sales with CRMs
Looking ahead, new technologies and auto shopping trends will reshape what dealers need from a CRM. Forward-thinking dealerships should keep an eye on emerging capabilities like:
- AI-powered analytics and recommendations
- Enhanced mobile auto CRM apps
- IoT data integration from connected cars
- Self-service customer portals
- Proactive automation and opportunity mining
- Augmented reality (AR) and virtual reality (VR) experiences
At the same time, data privacy regulations and cyber threats will put pressure on automotive CRMs to enhance access controls, consent management, and overall security. Compliance and risk management will be crucial considerations.
The bottom line is the automotive CRM will remain essential to dealerships’ success. But the platforms will continue evolving to keep pace with changing customer expectations and business imperatives. Implementing and optimizing the right car dealer CRM software – and continuing to adapt – will be critical to staying competitive in the new world of auto retail.
