Balancing the explosion of online retailing with traditional in-store operations is one of the biggest obstacles dealers face today. You might question where to invest – online or in-store. The reality is, it’s not an “or” decision. It’s “and”. Consumers want online and in-store.
Though online retailing has certainly surged, the real shift has been toward a blended consumer buying experience – 97.4% do as much as they can online, but eventually find themselves finishing the buying process in-store.
It’s this blended or hybrid experience that is needed. The challenge is streamlining the customer journey when it can stop and start at any point and customers can move between channels however it fits their needs. From re-entering online deal information into the DMS, to capturing signatures both remotely and in-store, to gathering approved service work when customers are off-site… these challenges drain productivity, efficiency, and ultimately, profitability.
Whether retailing takes place online, in-store, or a combination of the two, the entire customer journey has to be seamless – from the showroom, to F&I, to the accounting office, to the service lane. It’s a cycle that touches every point of the dealership and restarts time and time again.
When there’s a dealership-wide challenge, there’s only one solution: Retail Anywhere, an approach that combines both the online and in-store experiences to maximize each opportunity.
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