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Retail Anywhere: Helping Dealers Across the Board

Interview portraits with Reynolds dealers
Article Highlights:

  • "Retail Anywhere is the next step in evolution.”
  • "Our CSI score is now top three in the district.”

The automotive market is always evolving. Customers expect a top of the line buying experience not only at the dealership, but at home, the office, the coffee shop, and anywhere else they can be connected. Retail Anywhere allows dealers to keep their quality of business consistent, no matter where or how a transaction takes place, no matter the department.

Sales and F&I

Mark Boniol, dealer principal at Mark Dodge Chrysler Jeep, attributes a lot of his recent success to relearning how to operate his business through the use of Retail Anywhere. After seeing a dip in his sales volume, Mark knew something had to change; Retail Anywhere was the solution.

“Retail Anywhere is really where we [have] to go, that is absolutely the next step of evolution in this industry. Using docuPAD® Remote, a customer across Zoom can really feel like they are sitting right in the finance office. Everyone can talk to each other, see the screen, and point and click. It’s been wonderful; at the end of the day, we are giving the customer a true Amazon-like experience. Over the last three years, I’m up 126%. At the end of this first quarter, I will be up 89% over where I was last year. It is explosive growth, and I am so glad I did it.”

Service

Luke Jones, service manager at Mitchell Buick GMC, was tired of his team always playing on defense. They were using outdated technology that left them overwhelmed, and the outcome was a bottom-of-the-district CSI score. Retail Anywhere allowed Luke to reach the customer in a totally different way.

“Everybody wants to interact with us from their phones or from their work offices. We didn’t always have the ability to do that. Now, with Retail Anywhere, we ask customers how they would prefer to communicate. They can choose from either email or text, and they will be fully informed throughout the process from the time the RO is written until the car is finished. Because of this, our CSI is one of the top three in the district, profits are up, everyone is happy; it is just a day and night difference.”

Business Office

Carol Edwards, controller at the Andrews Transportation Group, was way too familiar with the waiting game. She was waiting, her customers were waiting, clerks in the accounting office were waiting – all due to avoidable inefficiencies.

“I think about being a customer and going to pick up your car and having to wait in line. People are really not that patient. We want to meet our customers where they are. We don’t want people unnecessarily waiting on us. With Retail Anywhere, we’ve streamlined processes and we’re just a lot more efficient. It’s allowing us to do a lot more business with fewer people.”

Retail Anywhere links the entire car buying process into a seamless customer lifecycle. It enables consistency and convenience for the customer throughout the entire purchasing or servicing journey, without sacrificing what’s most important to the dealership: control and profit, accuracy, and efficiency.

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Brand Marketing, Vice President, Reynolds and Reynolds

Greg Uland is the vice president of brand marketing for Reynolds and Reynolds. He is responsible for customer communications and understanding and defining Reynolds unique position in the automotive retailing market. During his career with Reynolds, he has established a background in fixed operations, sales, and dealership marketing.

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