Artificial intelligence is reshaping vast swathes of industry – and the motor retail sector isn’t any exception
Suppliers have been working hard to include artificial intelligence where it should provide the best profit, whether back-of-house doing among the heavy-lifting administration or directly in front of consumers managing early-stage enquiries.
And while motor retailers tell Automotive Management there remains to be work to be done to link up their technology stacks and eradicate inefficiencies comparable to double-keying and diverse logins, suppliers clearly understand the importance of seamless integration.
Ahead of publication of the 2025 AM Dealer Technology Guide this Thursday, of which the headline sponsor partners are Assurant, Automobile Care Plan, CitNOW Group, Cox Automotive and Keyloop, we asked their leaders to share their thoughts on dealer groups’ use of technology.
What are among the key elements for dealerships to contemplate to smooth their implementation of latest technology?
CitNOW Group chief executive Boris Huard and chief marketing officer Anthony Kay: “ROI and success criteria from technology often falls short as a result of poor integration and data silos. To successfully implement recent technology, dealerships must prioritise seamless integration across their fragmented tech and data stack. Selecting solutions that eliminate double-keying, speed up processes, and improve data management and insights is vital. A unified data approach, automation, and strategic tech planning can unlock real growth. Equally necessary is effective onboarding, team training, and ongoing support from suppliers. Effective and continuous technology learning and development drive long-term success. Finally, dealerships should define clear success metrics from the beginning to make sure the technology delivers measurable, meaningful results.”
Keyloop’s chief strategy officer Tim Smith: “Latest implementations are sometimes shaped by practical, short-term operational goals, nevertheless it’s necessary to also reflect a broader vision for where the business is heading. Notably, anticipate how greater use of automation and AI will help teams higher understand performance, increase efficiency and boost revenues. It’s useful to have a ‘customer first’ mentality – it’s at the center of our recent Fusion Automotive Retail Platform (ARP) and is an ethos that helps deliver positive customer outcomes and amplify vehicle and customer lifetime value. Moreover, ensure all recent technologies can draw upon a single source of accurate, actionable customer data.”
Do you expect the dealer-supplier relationship to change into even closer in future as a result of the crucial role of technology?
CitNOW Group’s Huard and Kay: “Yes, the dealer-supplier relationship will only grow stronger as technology plays an increasingly vital role in dealership performance. Even with increased investment in technology, many dealers still find it difficult to understand its full potential. Suppliers who deeply understand dealership operations and pain points, especially those with automotive expertise, will change into essential partners. Tailoring tech stacks to individual retailer needs, with a give attention to integration, usability, and unified data, is now critical. A streamlined tech strategy isn’t optional; it’s key to delivering standout customer experiences and staying competitive. Strong partnerships will help dealerships drive sustainable growth and make smarter, more impactful technology decisions.”
Keyloop’s Smith: “We is perhaps a little bit biased, but I’d say so! Retailers want to suppliers to assist them maintain and drive their success in a fast-changing market. Our intelligent inventory and asset risk management tools, for instance, provide a single source of truth, enabling more proactive and strategic decision-making on the subject of vehicle supply, pricing and promoting. Whether our customers are managing recent, used, pipeline or fleet vehicles, Keyloop technology provides the insights and tools they should maximise vehicle visibility, achieve faster stock turn and reduce promoting spend.”
What would you say dealer groups should look out for from technology in the long run?
CitNOW Group’s Huard and Kay: “Dealer groups should prioritise technology that empowers customers with digital self-service tools and a seamless transition between online and offline experiences, offering personalised journeys tailored to individual preferences. Crucially, technology should be customer-centric, designed to deliver exceptional customer experiences whilst making the users life easy. The longer term also points to the growing role of AI in sales and marketing, helping personalise interactions and improve lead conversion. Finally, integration is vital: systems must work seamlessly together to offer a unified view of the shopper whilst streamlining operations. The precise tech stack will empower dealers to be more agile, efficient, and responsive in a rapidly evolving market.”
Keyloop’s Smith: “Unquestionably, we are going to see an acceleration within the uptake of automation and AI in motor retail. Initially this can largely be about helping current processes work more effectively, however the sector should look beyond this.Sales opportunities will be more automated and driven by the wealth of information that’s increasingly on the retailer’s disposal. The tip goal must be that the sales or aftersales customer feels empowered to make easy purchase decisions at a moment that almost all suits them and their particular circumstances. This shift towards ‘omnichannel 2.0’ can be powered by AI, and it’s a key focus for much of our current product planning.”
This Article First Appeared At www.am-online.com
