CRM systems for car dealerships

The modern automotive market requires efficiency, accurate customer accounting and quality service. Customers are ready to buy, but they are becoming more and more demanding: they expect a personalized approach, convenient interaction, and an instant response. The usual sales methods no longer work, and without a professional CRM, the car dealership loses customers, and therefore profit. An individual CRM system for auto business from AVADA MEDIA allows you to control each transaction, analyze the effectiveness of advertising and effectively work with customers, turning them into loyal customers.

CRM for a car dealership is a software solution that automates all stages of interaction with customers: from the first contact to the conclusion of a deal and after-sales service. The management system provides centralized storage and processing of data on customers, cars, sales, service and much more. Such a tool makes it possible to offer the client exactly the car he needs, and at the moment when he is ready for it. Car dealership automation with CRM helps to build long-term relationships with customers and increase business efficiency.

When implementing a CRM system, a car dealership receives significant advantages and opens up new opportunities that allow you to always be one step ahead of competitors.

Centralization of business processes

A CRM system for a car dealership can unite all the processes of a car dealership in a single digital space – from fleet management to financial accounting. This minimizes data fragmentation, reduces the time for processing information and eliminates duplication of actions.

Quick access to information

The auto business app provides instant access to data about customers, cars, deals, and finances. Thanks to this, managers and executives can quickly make decisions and not waste time searching for information in different tables or systems.

Sales growth

The management system makes it possible to keep in touch with potential buyers, analyze their needs and offer them the most suitable options. For example, the program can automatically send notifications about new arrivals of cars that may be of interest to the client.

Optimization of marketing campaigns

With CRM for a car dealership, you can segment customers according to various criteria (age, gender, preferences, purchase history) and launch targeted marketing campaigns. Thanks to this feature, you will be able to send special offers to owners of a specific car model or customers who are interested in a specific type of car.

Improved service

An auto business management system can track the service history of each vehicle, schedule maintenance, manage spare parts inventory, and monitor the operation of the service center. For example, the system can remind you of the need to undergo maintenance, offer special conditions for the purchase of the next car, or sign up for a service through an online form.

Analytics and reporting

In the interface of the program for auto business, you can see detailed statistics on sales, customers, service, and other key indicators.  For example, analyze the effectiveness of promotion channels, identify the most popular car models, or track the load of the service center. This will make it possible to make informed decisions and optimize business processes.

Control of personnel work

Thanks to the implementation of a CRM system for car dealerships, you will be able to track the activity of each manager, evaluate the effectiveness of actions, set KPIs, and automatically generate reports. This will help create a transparent motivation system and increase employee responsibility.

Cost reduction

Automation of a car dealership significantly reduces the number of manual operations, increases the accuracy and speed of data processing, which as a result can significantly reduce administrative costs.

CRM for car dealers offers a wide range of functionality for effective business management. Among the basic features:

• storage and systematization of  customer data (contacts, transaction history, interest segmentation), cars, test drives, service histories, financial transactions;
• automated and personalized email and SMS marketing based on customer behavior – sending out maintenance reminders, greetings, special offers;
• sales management – tracking each stage of the funnel, forming commercial offers, monitoring the work of managers, analyzing sales efficiency;
• service management – planning and accounting for maintenance, control of spare parts stocks, tracking the history of car maintenance;
• organization of test drives – recording, tracking results, performance analysis;
• accounting and control of the fleet, integration with catalogs of car suppliers;
• integration with various communication channels: IP telephony, instant messengers, email and SMS mailings, e-mail, accounting and payment systems for automated document management;
• analysis of the effectiveness of advertising and customer acquisition channels;
• team management: scheduling meetings, monitoring completed tasks and KPIs of managers, generating sales reports, automatic distribution of leads among managers;
• access from mobile devices to the car dealership management system allows managers to work with customers anywhere and anytime. Flexible interface customization makes the program convenient for all employees.

An individual CRM system for car dealerships should take into account the specifics of different business models. We develop modules for specific tasks, conditions and features of a specific type of company. Taking into account the nuances and processes of different areas of the automotive business, the program may include various custom functions.

1. For authorized dealers and showrooms with new cars, it is important to exchange information with suppliers, accurately comply with service and sales protocols, manage deliveries and support financial programs. Accordingly, the key functions of a custom control system for car dealers may be as follows.

• Integration with manufacturers and importer programs.
  CRM can be synchronized with internal distributor systems, warehouse accounting systems, electronic catalogs and warranty service, as well as car certification platforms. Car dealers can see updates on order statuses, check the availability of cars in stock and on the road, VIN codes, technical data, delivery times and configuration specifications. And also offer customers loyalty programs, promotions and discounts from the automaker.
• Automatic update of the availability and characteristics of the car.
  A CRM system for a car dealership can update information in car cards in real time, notify about changes in delivery times and prices, as well as discontinuation of models.
• Management of financing, insurance and trade-in programs.
  Thanks to built-in modules for working with banks and insurance agencies, it is possible to calculate loans and leasing, automatically transfer applications to financial institutions, and control approvals. Trade-in is implemented through a step-by-step process of assessing and agreeing on the cost of an old car.
• Controls OEM standards.
  Sales scenarios, service quality control, and KPI reporting in accordance with OEM standards can be implemented into the system.

2. Car dealerships selling used cars need a transparent assessment, documentary support and technical condition checks. In an individual program for a car dealership, you can introduce modules designed taking into account these needs.

• Valuation tools by VIN code and market value.
  Integration with VIN services such as AutoCheck, CarVertical, etc., allows you to instantly get the history of the car, mileage, the presence of an accident, the country of import, etc. Automatic market valuation is also provided, taking into account the region, brand and configuration.
• Technical condition control.
  Before selling, the car dealership program generates a checklist for checking the condition of the car. The results of the inspection are recorded in the car card and are available to managers and customers. Integration with internal diagnostic modules of the car service is possible.
• Management of warranty obligations.
  Formation of short-term or additional guarantees for used cars: conditions, terms, types of breakdowns. The CRM system of the car dealership informs about the expiration date of the warranty, allows you to create service requests in case of contact.
• Integration with ad platforms.
  CRM can automatically post and update information about the availability and characteristics of cars on popular marketplaces (for example, Auto.ria, RST, OLX, Autodoc, Drom). This saves managers from manual updates and minimizes errors during publishing.
• Commission Sales Management.
  The ability to keep records of cars transferred for sale from third parties: fixing the terms of the commission, automatic calculation of remuneration to the owner, control of the terms of sale and preparation of reporting documentation.
• Tools for checking the legal cleanliness of cars.
  CRM can be connected to the databases of the Ministry of Internal Affairs, court registers, enforcement proceedings, insurance and leasing companies. Before selling, the system will generate a report on the absence of arrests, pledges, restrictions on registration actions and other risks.

3. For auto brokers – companies that specialize in customs clearance and documentation of cars brought to order from abroad, you need tools for calculating the cost, logistics, and tracking processes. Key functions of CRM for an auto broker:

• Customs payments and shipping cost calculators.
  Thanks to the ability to integrate with the current databases of the NBU, the State Customs Service of Ukraine, customs codes, CRM can calculate the full cost of importing a car: price, duty, VAT, excise duty, logistics, brokerage services and present a full estimate to the client in a convenient format.
• Order management.
  Module for managing customer orders for specific brands, models or auction lots. Cars with individual status are tracked along the chain: “Ordered” → “Road” → “At customs” → “Preparation” → “Ready for issuance”.
• Control of delivery and preparation stages.
  When implementing such a module, CRM will record key points: auction, purchase, port delivery, customs clearance, and service preparation. The manager and the client will be able to monitor the status of the order in their accounts in real time.

4. For a network of car dealerships, large dealer groups with several branches, it is necessary to provide centralized data management and multi-level access. Therefore, CRM may have the following functions:

• Differentiation of access rights.
  A single database of customers, cars, applications and agreements with the setting of roles and rights for each branch, department or user. The data is synchronized and available as part of the privacy policy.
• Transfer of leads between affiliates.
  CRM can automatically distribute incoming requests depending on the location of the client, the availability of the car he needs, or the workload of personnel.
• Consolidated BI analytics throughout the network.
  This module will be needed to compare the performance of points of sale, regional breakdown by leads and deals, warehouse loading, margins, and conversions.

5. For car houses and car dealerships that work with a wide range of models and several brands, a flexible CRM system for auto business with the ability to accurately classify, integrate and analytics is needed.

• Catalog of cars with multi-level filtration.
  Support for a large database of models from different brands with the ability to quickly filter by parameters: brand, model, year of manufacture, equipment, color, mileage, etc.
• Integration with automakers’ systems.
  It is important to synchronize CRM with the internal systems of suppliers, providing automatic updates of prices, promotions, bonus programs and technical characteristics of cars.
• Assortment management module.
  It provides the ability to create individual car cards, track the timing of the car’s stay in the cabin, the status according to the documents, the availability of the PTZ, the terms of registration, etc.
• Distribution of leads by brands and departments.
  Automatic distribution of customer requests between sales departments for each brand, taking into account the competence and workload of managers.
• Reporting on brands and margins.
  The system can create analytical reports on sales margins in the context of brands, models, configurations, and acquisition channels.

First of all, automation of the automotive business is necessary where:

• chaotic accounting of leads and sales leads to customer losses;
• there is no convenient mechanism for analytics and sales forecasting;
• many repetitive routine tasks that require automation;
• There is a need to combine data from the fleet, finance, and customers into a single system.

If your car dealership is growing, managers do not have time to process applications efficiently due to a large flow of customers and you understand that current business methods are becoming inefficient, ordering a CRM system for a car dealership from AVADA MEDIA is the best solution.

The development of a CRM program for the automotive business takes several months, depending on the complexity of the functionality. In any case, each project goes through the next stages.

1. Analysis and development goals

At the first stage, analysts study the business processes of the car dealership, identify key tasks and pain points. They analyze competitors and existing IT solutions, forming a CRM concept that will ensure maximum business efficiency.

2. Terms of reference

Based on the analysis, a detailed technical task is drawn up, where the functionality of the program, requirements for integrations, security, and the convenience of the interface are prescribed. This is a key stage that determines the architecture of the future system.

3. Design and prototyping

At this stage, a CRM structure for a car dealership is created, the logic of user interaction with the system is determined, and employee work scenarios are worked out using BPMN diagrams and User Flow. Next, interactive prototypes of interfaces are developed using tools such as Moqups, Figma, Adobe XD or Axure. Pre-testing user journeys with interactive prototypes and A/B testing helps identify problems and make adjustments before development begins.

4. UX/UI design development

The visual representation of the product plays a key role in the perception of the system by users. The interface of the CRM system should be modern, convenient and adapted to the tasks of the car dealership, as well as correspond to its corporate identity and be displayed correctly on various devices.

5. Creating program code

This is a key stage of development, at which programmers implement the functions and integrations of a CRM program for doing auto business, indicated in the technical specification. The program code consists of a backend part, where the logic of the system is implemented, data storage and processing, as well as the user interface (frontend) are implemented. To do this, modern technologies and tools such as React, Angular, Node.js, Python, Ruby on Rails, as well as MySQL, PostgreSQL, MongoDB databases are used to ensure high performance and reliability of the system.

6. QA testing

At this stage, comprehensive testing is carried out: functional, load, UX/UI, and security testing. The operation of all CPM modules for a car dealership, the correctness of data processing, and the performance of the system under high load conditions are checked.

7. Release and launch of CRM

After successful testing, the program is deployed on servers or in cloud storage, gradually implemented in the work of a car dealership, and data is transferred from existing systems to a new one. Personnel training and setting up work processes are mandatory.

8. Support and development of the project

After the launch, work is carried out on the development of the management system: adding new functions, adapting to the periodically changing business processes of the car dealership, integration with new services (for example, marketplaces or online insurance systems).

Without a clear program for management, the car dealership seems to work blindly: managers lose applications, do not remember the details of communication, and the advertising budget is spent irrationally. CRM becomes a business navigation system, helping to quickly process requests, take into account customer preferences, and analyze sales performance. This is not just software, but a strategic tool that can make your car dealership more successful.

AVADA MEDIA provides services for the development of custom CRM for car brokers, car dealers and car dealerships, fully adapted to specific tasks, as well as scaling and refining ready-made solutions. Our goal is to automate your business processes, increase deal conversion and create conditions for long-term growth.