Dealer Group has more leads, more customers, sells more cars and is more profitable.
Case Study
The Challenge
Capitol Auto Group was using a CRM that wasn’t very effective or useful. So, they switched to a legacy CRM. In that time, the auto group staff became heavy CRM users. But eventually, it got to a point where they felt more was needed from their CRM, and the software couldn't do everything they wanted. So they decided to look for a replacement.
Finding a new CRM partner to produce the best results for their customers and drive more sales was no easy task. Below are the requirements and must-haves for their new automotive CRM solution:
Video. Video built right inside the CRM to easily text and email video from a desktop or mobile application.
Simplicity. Manage engaged customers and communications from one central location so that anyone can respond to questions, take over a deal or use it as a coaching tool.
Innovation. Modern, easy-to-use software solely focused on improving today’s automotive retail instead of adding bolt-on technology to a legacy system built for yesterday.
CRM usage is heavily baked into the culture still today at Capitol Auto Group. It’s not a choice of whether the staff will use it; it’s how well they’ll use it. So training was key in the decision to switch systems.
Captiol Auto Group has been family-owned and operated since 1927. The company has grown to over four locations with Cadillac, Chevrolet, Toyota and Subaru dealerships serving the Greater Salem, OR area.
- Web: capitolauto.com
- Type: Auto Dealer Group
- Location: Greater Salem, OR
- Software: DriveCentric
The Strategy
Why Capitol Chose DriveCentric
At Capitol Auto Group, culture is not a big thing; it’s the thing. They have vision, values and standards. The company talks over these daily, and corporate decisions are based on them. So when looking at different CRMs, Capitol wasn’t just considering software. They were looking to forge a relationship with a company that has similar culture and values.
The cultures are very much the same. Innovation is a part of Capitol Auto Group’s vision statement, and they always look for ways to improve business. Likewise, the culture at DriveCentric is very much the same. DriveCentric is focused on automotive retail innovation and making its customers better.
Knowing anyone at DriveCentric, including its leaders, will answer a call at any time is huge. Not only will the call get answered, but the person on the other end genuinely cares and wants to help. It’s something you don’t find with other CRMs.
Going #LiveWithDrive
Capitol initially had reservations about implementing and training online. But the reality is that the DriveCentric system is so easy to use, especially for BDC and salespeople, that online training works.
The interface is easy to use. And DriveCentric does a great job of walking you through the system on video. As a result, salespeople picked it up instantaneously. In addition, DriveCentric University has videos and learning documents to teach your staff how to navigate the CRM easily.
DriveCentric understands what legacy CRMs don’t… interface simplicity and ease of use are unbelievably important. The entire sales process is streamlined when all your data is maximized on one screen.
The Results
Over the last five years, Capitol has seen massive growth at all its locations. Because of switching to DriveCentric, they have more leads, more customers, sell more cars and make more money – all without adding more sales staff.
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Higher customer engagement. Talking back and forth with customers has grown dramatically. The sales staff get in front of customers quicker by texting/emailing videos, and the DriveCentric AI technology grew engagement by 18-20% almost immediately after being implemented.
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Improved visibility. When all your data and communication are on one screen, everyone knows what’s happening at all times to take advantage of every opportunity. The sales desk can jump in or take over when needed, so nothing falls through the cracks.
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At-the-moment reporting. Easily monitor incoming leads, opportunities on our website, how many proposals are sent or customers that don’t have follow-up scheduled – it’s easy to keep your finger on the pulse of what’s happening store-or-enterprise levels.
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Teamwork in one workspace. The entire sales team can stay in sync and quickly bounce ideas or collaborate on deals using the DriveCentric @mentioning and Chit-Chat tools.
If you want to make your dealership better, DriveCentric is the way to go. We have more customers, more sales and made more money just by using the CRM.
