Dealerships that turned to remote services and new technology tools while navigating the challenges of a pandemic and supply constraints during the past two years plan to keep them, a new survey found.
Some auto retailers also see opportunities to strengthen relationships with their automaker brands, according to the survey from dealership technology provider CDK Global Inc. released Friday.
The survey highlighted a group of dealers CDK called trendsetters, who reported embracing remote options, such as service pickup and drop-off and no-contact home delivery; adding new technology in the sales and service departments; and considering a stronger relationship with their automakers in an environment of tight inventory and staffing levels.
CDK surveyed 472 dealership respondents in January. Among the findings: Service pickup and drop-off programs and no-contact home delivery are seen as positive changes, with a majority of dealership respondents who said they introduced them over the past two years planning to continue them.
Dealerships that added new technology tools also reported success with them, including in the service drive, where at least 8 in 10 respondents said they plan to keep offering photos and videos to customers and incorporating mobile devices in the repair process.
“The findings of our recent research reinforce my belief that this is an extremely exciting time [to] be part of the automotive industry,” CDK Global COO Joe Tautges said in a statement.
Vehicle reservations is an area for stronger collaboration between dealerships and automakers, CDK found, citing the need for more transparency in the pipeline process.
CDK is rolling out several product updates at the NADA Show, including integrating the Roadster digital retailing platform it acquired in June 2021 with other CDK products to improve dealerships’ workflows, enhanced payment features in CDK’s Drive dealership management system, its new CarSource wholesale marketplace, predictive service capabilities and CDK Unify, a simplified dealership application interface.