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Dealer-FX and Carlisle & Company Team Up to Bring Revolutionary Analytical Solutions to Automotive Aftersales

Partnership will launch data-driven analytics products available exclusively on the Dealer-FX platform

Toronto, ON and Concord, MA, January 27, 2017 – Dealer-FX, the leading customer experience management platform for automotive OEMs and dealerships, and Carlisle & Company, the leading provider of aftersales strategic guidance and tactical solutions for the world’s leading motor vehicle brands, have formed an exclusive strategic partnership that will bring groundbreaking data and analytical solutions to the automotive industry.

This unique partnership will deliver Carlisle’s deep industry knowledge, proprietary data and analytical expertise through Dealer-FX’s industry-leading technology platform. Dealer-FX manages every touch point within the customer’s service experience, from initial contact through scheduling and every step at the dealership, and then retaining the customer by bringing them back. Incorporating these data-driven insights and customer-specific recommendations into the technology platform that drives a dealer’s service operations gives dealership management unprecedented control over core elements of the business.

The new products will replace stagnant information, guesswork and decades-old rules of thumb with intelligent algorithms that capture real-time data across the Dealer-FX platform, make informed predictions and provide actionable recommendations at every touch point along the customer journey.  Dealerships will deliver the next level of personalized experience to each customer, using proprietary algorithms that are aligned with the dealership’s operating and financial objectives.

“We’re incredibly excited about working with the Carlisle team. Its unparalleled industry knowledge and relationships, extensive analytical capabilities and core integrity align perfectly with Dealer-FX’s organization and culture. Together we will deliver completely unique, highly valuable solutions that solve some of the industry’s most persistent problems and give both dealers and OEMs the sophisticated analytical tools that will drive retention and loyalty, which other industries have enjoyed for years,” said Dealer-FX CEO, Gary Kalk.

“The products we’re developing together will unlock billions of dollars of value within dealers and OEM service and sales operations, value that’s currently trapped by legacy systems and inflexible workflows. For years we’ve been looking for the right technology partner with a platform that can collect the right high-quality data, and apply our insights in real-time to benefit both customers and dealers. We’ve finally found that partner in Dealer-FX,” said David Carlisle, Chairman of Carlisle & Co. “This relationship is a game changer for Carlisle & Co. and for the industry.”

Its first product, focused on optimizing customer retention, will predict customer behavior at multiple points along their journey and tailor the service experience to maximize the chance of profitably retaining them. By offering the right actions and incentives at the right points in the customer’s journey, the dealership can drive behavior that benefits both parties, improving retention, CSI, trust, and the customer’s willingness to spend.

Future products, some of which will utilize machine learning technologies, will apply the partnership’s unique capabilities to address service cycle time, dealership throughput and capacity management, supply chain effectiveness and alternative customer satisfaction metrics.

 

About Dealer-FX

Dealer-FX is transforming how millions of consumers interact with automotive brands and their retailers. Our customer experience management platform uses advanced data analysis and mobile applications to deliver convenience, transparency and trust to consumers, and increased efficiency, profitability, retention and brand loyalty to OEMs and dealers.

ONE Platform is comprised of seven components which together manage the entire service experience from initial contact through drive-off and to the next visit. It delivers the best experience. Period.

Dealer-FX is the exclusive or preferred service technology provider for FCA, Nissan and several other OEMs in the US and Canada, and has more than 2,000 dealership customers. Dealer-FX is based in Toronto, ON, and maintains an office in Rochester Hills, MI. For more information please visit dealer-fx.com, or connect with us on FacebookTwitter and LinkedIn. You can also visit us at the upcoming NADA 100 anniversary in New Orleans at booth #2360.

 

About Carlisle & Company

Carlisle & Company is the preferred provider of aftersales strategic guidance and tactical solutions for the world’s leading motor vehicle brands. The firm’s expertise is in data analytics, consulting, benchmarking, research, operational excellence, and non-profit consulting. Uniting and driving this breadth and depth of expertise is the pursuit of a better customer experience in the OEM channel.

Global OEMs in the automotive, agriculture, commercial truck, construction, diesel engine, industrial products, mining, and power equipment sectors have been coming to Carlisle for over 20 years. Their capabilities are global with a particular focus on North America and Europe. Carlisle & Company’s reputation is built on a history of performance, strong values and culture, integrity, and creativity.

For more information please visit carlisle-co.com.

At NADA, Dealer-FX to Reveal How Auto Dealership Service Departments Use ONE Platform to Create an Excellent Customer Experience, Shorter Cycle Times, Better Capacity Utilization and Improved Performance Metrics

ONE Platform is the only customer experience management platform for dealer service

Toronto, ON and Rochester Hills, MI, January 9, 2017 –  Dealer-FX, the leading customer experience management platform for dealers and OEMs, said dealers using ONE Platform, its mobile service technology suite, report more engaged customers who spend more dollars with them across their entire ownership experience.

ONE Platform is comprised of seven hardware and software components which together manage the entire service experience, from initial Connection through Scheduling, curbside Check-In, Inspection, mobile Check-Out and Retention marketing. An intuitive set of dealer-facing tools, Total Service Management, gives dealership employees real-time visibility into the whole process, so they can easily plan, adjust and communicate both internally and externally to ensure expectations are properly set and met. ONE Platform optimizes dealership workflow and efficiency by improving capacity management and cycle time. By benchmarking dealer operations, ONE Platform enables dealership employees and management to continuously improve customer satisfaction and dealer profitability.

Dealers report One Platform helps them drive meaningful improvements in key metrics, including:

  • 24% increase in parts and service
  • 21% increase in number of repair orders
  • $75 increase in dollars per VIN
  • $295 increase from appointment to final RO
  • 3x improvement in retention

 

“Dealers using ONE Platform deliver a demonstrably better experience to their service customers and simultaneously drive improvements in all the metrics dealers care about. Our mobile applications help create an enduring bond with customers, starting at the sales-to-service handoff, and nurtures those relationships well into the highly profitable post-warranty ownership years,” said Dealer-FX President and CEO, Gary Kalk.

“OEMs and their dealers using Dealer-FX report the kind of performance results that leave no doubt about ONE Platform’s ability to increase service lane volume, repair order dollars and customer retention,” Kalk said. “In a world of heightened consumer expectations, churning RO’s doesn’t lead to long-term business success. Instead you need tools and processes that build consumer trust, which translates into highly profitable long-term relationships,” he said.

A preferred vendor of Fiat Chrysler, Nissan, Audi and other global automakers, Dealer-FX will demonstrate ONE Platform and its relevance to modern dealer service trends at booth #2360 at the NADA convention in New Orleans, January 27-29th.

 

About Dealer-FX

Dealer-FX is transforming how millions of consumers interact with automotive brands and their retailers. Our customer experience management platform uses advanced data analysis and mobile applications to deliver convenience, transparency and trust to consumers, and increased efficiency, profitability, retention and brand loyalty to OEMs and dealers.

ONE Platform comprises seven components which together manage the entire service experience from initial contact through drive-off and to next visit. It delivers the best dealer service experience available.

Dealer-FX is the exclusive or preferred service technology provider for several OEMs in the US and Canada, and has more than 2,000 dealership customers. Dealer-FX is based in Toronto and maintains an office in Rochester Hills, MI. For more information please visit dealer-fx.com, or connect with us on Facebook, Twitter and LinkedIn.

Dealer-FX ranks again on Deloitte Technology Fast 500™ and Technology Fast 50™ lists

ONE Platform continues to attract Automakers and dealers due to the superior experience it delivers

Toronto and Detroit, December 5, 2016 – Dealer-FX has again ranked on both the Deloitte Technology Fast 500™ and Technology Fast 50™ lists. This marks the third year running it’s made the list of companies to watch in North America, and the second consecutive year it has ranked on the prestigious Canadian index.

The company’s growth is accelerating as new automakers and dealers adopt the Dealer-FX customer experience management platform. The company continues to add exceptional talent to its employee ranks with no slow down projected for the coming year, and job postings on the company website indicate there are a multitude of exciting opportunities.

President and CEO, Gary Kalk, attributes the company’s growth to the needs of the marketplace. “We have had the benefit of having built a platform that reflects where the market is going. Our customer base continues to grow both in North America and abroad, as a result of our product innovation and best-in-class support and delivery. Our revolutionary platform is transforming the way the automotive industry does business.”

Bolstered by a strategic growth investment last summer from HGGC, a leading middle market private equity firm, Dealer-FX is positioned to grow its product platform, client list and employee base, which spells opportunity for its more than 350 employees.

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About Dealer-FX
Dealer-FX is transforming how millions of consumers interact with automotive brands and their retailers. Our customer experience management platform uses advanced data analysis and mobile applications to deliver convenience, transparency and trust to consumers, and increased efficiency, profitability, retention and brand loyalty to OEMs and dealers.

The ONE Solution Platform is comprised of seven components which together manage the entire service experience from initial contact through drive-off and to next visit. It delivers the best dealer service experience available.

Dealer-FX is the exclusive or preferred service technology provider for several OEMs in the US and Canada, and has more than 2,000 dealership customers. Dealer-FX is based in Toronto and maintains an office in Rochester Hills, MI. For more information please visit dealer-fx.com, or connect with them on Facebook, Twitter and LinkedIn. You can also see them live January 2017 at the upcoming NADA 100 anniversary in New Orleans.

Greenway Dodge Chrysler Jeep Grows One of Most Profitable Service Departments using Mopar wiADVISOR Tablet Technology Powered by Dealer-FX

Retention Solution Drives $1 Million in Annual Net Fixed Operations Profit

Las Vegas, NV and Toronto, March 29, 2016 Dealer-FX, a leading provider of integrated service and retention tools for dealers and OEMs, today announced that since installing Mopar’s wiADVISOR in its service department, Greenway Dodge Chrysler Jeep Ram of Orlando, FL, has increased its net Fixed Operations profit by $1 million year-over-year, and Fixed Operations absorption to 105.42 percent, boosting the dealership into one of the most profitable Chrysler service departments in the country. Powered by Dealer-FX, wiADVISOR software powers multiple dealership service departments, both in the United States and Canada. It is a tablet-based solution that engages with customers at their vehicle and provides an exceptional experience on the service drive, enabling service advisors to build rapport and serve as relationship builders, rather than just order takers.

“Most other dealers cannot believe the numbers we are achieving here in service, they are almost too good to be true,” said Fixed Operations Director Tom Tempesta. “wiADVISOR replaces the traditional approach of a clipboard and desk jockey with tablets and a software solution that engages drivers in the service lane. With this technology we can quickly and efficiently discuss factory required maintenance options that contribute to better long-term vehicle care and offer our customers greater quality, accuracy, transparency and VIN-specific maintenance. As a result, we have stronger engagement with customers, sell more tires, more vehicle protection plans and enjoy increased customer satisfaction, retention and profitability,” Tempesta added.

Greenway Chrysler Dodge Jeep Ram runs an extremely busy service department with 10 service advisors that write anywhere from 60 to 170 ROs per day. According to Tempesta, what really makes his service department one of the most profitable is his fixed operations absorption rate at 105.42 percent, which means that it covers its own entire combined department operating expenses PLUS the total of fixed expenses and dealer salary. This provides the dealership with an opportunity to sell more vehicles, new and used, at competitive rates. Greenway is also 30 percent higher than the Chrysler national average, which sits at 70.46 percent. And the profitability continues to grow. Greenway started with wiADVISOR in March of 2013 and Fixed Operations net profit increased by $500,000 in 2014, $1 million in 2015 and is already up 33.1 percent year-over-year so far in 2016.

When a customer pulls into the Greenway service drive they are immediately greeted by a service advisor with a wiADVISOR tablet. The advisor quickly plugs a micropod into the vehicle’s OBDII port, which reads and validates the VIN and mileage and downloads all FCA’s OEM info. The service advisor can quickly view the mileage, in service date, when the warranty started and if still active, along with any warning messages and their codes, such as the check engine light or airbag light. wiADVISOR loads all active recalls for the specific VIN, immediately downloads any vehicle software updates, or flashes, and pulls all codes into the system.

“When I first started with wiADVISOR I thought I should get the system just for the recall information alone which is profitable.  But, there is so much more to it,” said Tempesta. “For example, it tells the service advisor there is an update on the transmission and pulls the codes for that. Then information on an existing recall comes up. Then the advisor sees that there is a branded title as the vehicle was involved in a flood in New York. This is incredibly valuable information. It will also show if the customer has an extended warranty or not. And if you want to add a service contract, you can hit a button on wiADVISOR and it is added to the RO. I have also incorporated a tire tool and all the service advisor has to do is hit a button and get a price on tires, along with what is currently in stock,” Tempesta added.

Once the service advisor completes the write up on the tablet, which takes less time than with a traditional clip board, they generate an RO and go over the recommendations with the customer. The customer reviews the recommendations and e-signs right on the tablet. The RO is then air printed and immediately sent to a technician, along with all the codes, warnings and information pulled up from the microPod. The service advisor does not have to leave the customer at any point during the check in and write up process. And, the technician has all the preliminary diagnostics at their fingertips before they even start the repair. They can see which codes misfire, etc., and gain a good overall picture of what the next step is, which saves time in the repair process.

“I am excited to be part of this new way of engaging the customer. It supports our dealership processes while also empowering our service advisors. We have seen an increase in our dollars per repair order — from $250 to $350, our net profit percent has seen a significant increase and we now have one of the the most profitable Chrysler service centers in the country. Using tablet technology and following the correct process goes a long way towards optimizing the customer experience — and the results speak for themselves,” Tempesta stated.

For more information or to get a demonstration of Dealer-FX’s full product suite, stop by Booth 5727N at the upcoming 2016 NADA Convention and Exhibition, March 31 – April 3, 2016, in Las Vegas, Nevada. A demo can be scheduled by visiting www.connectedservicelane.com.  Those not attending NADA 2016 can learn more about all of Dealer-FX’s innovative products by visiting http://www.dealer-fx.net

 

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About Dealer-FX

Dealer-FX and its proprietary mobile- and tablet-friendly technology solutions provide transparency to the customer, while arming service departments with tools that have proven to enhance the brand experience, build trust with customers while simultaneously improving the bottom line. Its One Solution suite of service tools provides integrated software that delivers a sales to service transition, online scheduling, appointment ledger, route sheet, recall management, vehicle status board, seamless DMS integration, advisor and technician dashboards, data mining for lease renewals and trade cycle management, in addition to supporting vehicle telematics and diagnostic data integration.

The company is most notably the provider for Fiat Chrysler Automobiles (FCA) service write-up solution, wiADVISOR. Dealer-FX is also working with several other OEMs and dealer groups with its white-labeled Service Drive Solution platform, in both the U.S. and Canada.

Dealer-FX recently received a strategic growth investment from HGGC, a leading middle market private equity firm and has since formed a strategic alliance with AutoAlert, the automotive industry’s leading data-mining and sales opportunity-generation platform.

Dealer-FX Launches New Dynamic Route Sheet, Empowers Dealer Service Advisors to Better Manage Work Flow & Anticipate Potential Issues

New Service Lane Solutions that Drive Customer Experience
to be Demonstrated at NADA 2016 Convention and Exposition

Las Vegas, NV and Toronto, March 22, 2016 Dealer-FX, a leading provider of integrated service and retention tools for dealers and OEMs, today announced the release of a newly updated dynamic route sheet that empowers advisors and technicians to better manage their work flow and anticipate issues before they occur. This sophisticated digital tool utilizes predictive analytics to enable dealerships to incorporate operational efficiencies, improve customer retention and drive repurchase loyalty.

From the check in to vehicle return, the new dynamic route sheet measures and benchmarks every step of the service process, including:

  • Time taken for each step, from check-in to customer payment and departure
  • Advisor, technician and overall dealership performance
  • Sales and penetration metrics
  • Customer satisfaction metrics

It also highlights where process flow bottlenecks are occurring. The end result is more fluid dealership management, seamless workflow tracking, capacity management, proactive issue engagement and a superior customer experience. The dynamic route sheet is the newest addition to Dealer-FX’s service drive platform, One Solution 3.0. The suite equips OEMs and dealerships with industry-leading tools proven to increase customer retention by engaging customers and enhancing their service experience.

“As the leader in customer-focused service lane technology, Dealer-FX has demonstrated successful engagements with OEM clients who are increasingly looking for new ways to improve customer retention within their dealerships. We are excited to add this new dynamic route sheet to our product suite,” said Dealer-FX President and CEO, Gary Kalk. “Customer confidence in traditional service departments has been eroding over time, driven by the impression that advisors are hiding information behind “black box” terminals. Now OEMs are determined to reverse these perceptions and create an improved customer experience.”

To see the new dynamic route sheet and Dealer-FX’s full product suite, stop by Booth 5727N at the upcoming 2016 NADA Convention and Exhibition, March 31 – April 3, 2016, in Las Vegas, Nevada. A demo can be scheduled by visiting www.connectedservicelane.com.  Those not attending NADA 2016 can learn more about all of Dealer-FX’s innovative products by visiting http://www.dealer-fx.net

# # # # #

About Dealer-FX

Dealer-FX and its proprietary mobile- and tablet-friendly technology solutions provide transparency to the customer, while arming service departments with tools that have proven to enhance the brand experience, build trust with customers, while simultaneously improving the bottom line.

Its One Solution suite of service tools provides integrated software that delivers a sales to service transition, online scheduling, appointment ledger, route sheet, recall management, vehicle status board, seamless DMS integration, advisor and technician dashboards, data mining for lease renewals and trade cycle management, in addition to supporting vehicle telematics and diagnostic data integration.

The company is most notably the provider for Fiat Chrysler Automobiles (FCA) service write-up solution, wiADVISOR. Dealer-FX is also working with several other OEMs and dealer groups with its white-labeled Service Drive Solution platform, in both the U.S. and Canada.

Dealer-FX recently received a strategic growth investment from HGGC, a leading middle market private equity firm and has since formed a strategic alliance with AutoAlert, the automotive industry’s leading data-mining and sales opportunity-generation platform.