Automotive

Hurry Up And Wait

System integration service providers everywhere just felt a disturbance in the force…
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Hurry Up And Wait

Everybody knows buying a vehicle takes more than choosing a car, using a gigantic shopping cart to wheel it to the check-out line, and swiping your credit card. It's a ton of metal – not a new hat. 

CDK Global and NADA Academy surveyed over 1,000 customers and 303 dealers to pinpoint friction in the buying process. They found while customers are motivated by price, they report waiting at the dealership at the top of their friction points. 

The flip-side. Dealers reported customer experience was their primary focus and a lack of system integration negatively impacted every step of the process. The need to rekey information, for instance, leads to longer waits resulting in diminished customer satisfaction.

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