Category: Uncategorized

OEMs, lenders, and digital retailing partners can finally deliver a seamless, end-to-end contracting experience — hear how.

Transcript:

0:05
And we’re back.

0:07
Welcome to the final episode of our Small Bite series.

0:10
I’m Greg Payne, Marketing Manager with Cox Automotive, and I’m joined, as with every episode, by my colleague Andy Mayers, AVP of Dealer Track Lender Solutions.

0:19
Andy, it’s been quite a ride so far, and I’m really excited to talk about this final episode and talk about contracting services.

0:27
Well, let’s do it.

0:29
You know, at the end of the day, if a lender doesn’t get a contract, they don’t make any money.

0:34
And if customer doesn’t sign a contract, you don’t sell a car.

0:37
So the reality is, you know, the contracting is the the cherry on the top of the process or the required part to actually get the deal fund.

0:47
So let’s just start by reviewing this, you know, holistic, right?

0:52
You know, for those been around we, we know that E contracting has taken a while, but we finally gotten over that hump and E contracting is now the standard way to do this.

1:02
What we’ve also seen now as we talked about it many times, Greg, is that consumers want to do things more outside of the dealership and they want to be able to buy a car online and they want to be able to do things.

1:13
Contracting services is really what helps enable that capability.

1:17
It allows the ability to take digital contracting across all channels.

1:21
And the great thing for our lenders, it doesn’t require any changes for them.

1:25
It’s really more important because the network that we provide gives them all the connectivity for contracting.

1:30
It’s really extending our capabilities out to allow consumers to be more in the digital retailing experience that they want to be.

1:39
So if you kind of go back to where we started, right, all the way to beginning with, you know, a pre approval and a credit application and then doing steps and then uploading documents.

1:49
What have we done along the way?

1:51
We’ve actually done everything you can to structure a deal and finalize that deal.

1:55
And what contracting service does, it actually allows a partner of ours to actually do that process without physically sitting in our dealer track platform.

2:06
And that’s the beauty of that.

2:08
And you know, if you’re originating the transaction someplace else and you’re preparing the document someplace else, you can still now use contracting services because contracting services gives our partners the ability to access our network to communicate with our lenders, but still requires all the same things we require as part of digital contracting.

2:28
Verification, funding, trailing docks, vaulting, signing, all the things that are necessary to do a digital contract can now be done outside of the dealer track platform.

2:40
It offers tremendous about a value for our OEMs, our OEM partners that want to have a consumer experience.

2:48
We have new form OEMs that will have consumer experiences.

2:51
It offers a value added process for even our captive lenders who want to convert people that are existing loans or even lenders who want to convert an existing loan to a new contract.

3:02
And for the dealers, it helps to drive efficiency for them once again to be where the consumer wants to be.

3:08
I think that’s really the important thing about contracting services is it allows the consumer to be where they want to be, which I know you know, as part of our our vision and journey allow somebody to buy a car where they want to buy a car.

3:20
But the great thing about contracting services, we’re now extending the capabilities of digital contracting outside of the dealer, all still controlled by the dealer, all still same regulatory controls that we have for, you know, creating an authoritative version.

3:35
All the things, the whole processes are the same.

3:38
It’s just extending it out.

3:40
And like I said, it requires no work on behalf of our lending partners because it uses the same digital contracting integration they already have.

3:47
We’re really excited about it and we know that’s where the industry’s going.

3:50
Excellent.

3:51
You know, Andy, as much as I’m sad to be ending our Small Bite series, I am actually glad that we did end on contracting services because not only is it solution where everybody wins, it connects everything we’ve talked about previously in other episodes and it shows the successful end to the deal making and funding process.

4:10
It sure does.

4:10
Like I said, the journey is a long one and we’re making a faster, we’re making more efficient serve for the entire industry and I’m sure our marketing team will get us back together again.

4:21
Greg, I love doing the podcast with you.

4:23
I think it’s great and I, I love the, the data that you’re able to provide to help inform us on our road map and our plans.

4:32
You know, and I, I appreciate your partnership and bringing the series to life and to our lending partners out there.

4:37
You know, we are constantly out here trying to improve the process, Dr.

4:41
innovation and bring tools and efficiencies to you that are going to drive profitability, Dr.

4:46
higher level services and hopefully support all the things that you’re needed for your business strategies that we’ve talked about.

4:52
So once again, you know, reach out to us, contact us, you know, one of our experts, we love to talk to you about strategy and we want to make sure the industry succeeds.

5:01
We’ll make sure our lenders succeed and all they’re trying to do.

5:04
So until the next time, you know, I think I thank all of our lender partners for tuning in.

5:10
We appreciate your partnership, as you know, on our dealer track network.

5:14
And I wish everybody success.

5:17
So as Andy said, if you’ve got any questions about any of the topics that we’ve talked about throughout this Small Byte series, please reach out to one of our lender solutions experts.

5:25
We’ll be seeing you soon.

5:27
Have a great day.

Summary:

• Dealers often have more used‑vehicle acquisition opportunities than they realize
• Ownership creates access, but the Cox Automotive Fixed Ops and Ownership Study shows a gap between customer service intent and dealer follow‑through.
• The first service visit is a key inflection point that shifts customer preference and improves visibility into future acquisition potential.
• Acquisition opportunities are missed when signals emerge gradually, follow‑up is manual, and engagement happens too late
• High‑performing dealers treat vehicle acquisition as a CRM‑driven workflow, creating a more predictable used inventory pipeline.

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You likely have more inventory opportunities than you realize, so the real question is whether you can see them early enough to act. 

Vehicle acquisition is often treated as a response to scarcity.  Source another channel, widen the net, react faster. But some of the highest‑quality opportunities appear inside ownership and service activity you already influence. 

The challenge isn’t access to data. It’s recognizing which signals matter and acting on them consistently. 

Ownership Creates Ongoing Acquisition Opportunity

Every vehicle sale doesn’t just close a transaction. It opens a series of future touchpoints. As ownership progresses, vehicles resurface through service, maintenance, and everyday interactions that keep you connected to both the customer and the vehicle. 

That matters because acquisition advantage isn’t created in a single moment. It’s created through repeat visibility, seeing the same vehicle multiple times, in context, with growing clarity about condition, timing, and intent. 

Key insight 

While a majority of buyers intend to service at the selling dealer, only a fraction take an immediate next step, creating an early drop‑off between intent and action. 

Ownership creates access to future inventory. Advantage comes from whether that access turns into action or quietly fades.

The First Service Visit Turns Visibility into Leverage

The first service visit is often framed as a loyalty milestone. In reality, it’s something more practical: one of the first moments when ownership visibility becomes actionable. 

At that visit, you aren’t just reconnecting with customers, you’re gaining fresh insight into vehicle condition, usage, and timing. It’s the first time both the customer and the vehicle re‑enter your ecosystem at the same time.

Key insights 

• Only around 30% of buyers leave with a first service appointment scheduled
• Customers who service at the dealership are significantly more likely to return for their next purchase

This gap matters. Before the first service visit, customer preference for maintenance and repair is more evenly split between dealerships and  independent service shops. Until that visit occurs, your visibility into the vehicle, and your ability to act on it, remains limited. 

After a dealership service visit, preference begins to consolidate. And with it, the dealership gains clearer insight into whether that vehicle could eventually return as inventory. 

Service doesn’t create opportunity on its own. It creates clarity. What happens next determines whether that clarity translates into value, or fades into the background. 

If Opportunity Is Visible, Why Is It So Often Missed?

Most dealers understand that ownership and service activity surface meaningful signals. The constraint isn’t awareness. It’s execution. 

Acquisition opportunities are missed when:

• Signals unfold gradually, rather than in a single, obvious moment
• Follow‑through relies on manual steps instead of defined workflows
• Engagement happens after timing and interest have already shifted

Key insight 

Opportunity isn’t lost because it goes unseen. It’s lost when action isn’t baked into process. 

When you engage later, options narrow. When engagement is timely and repeatable, you retain more control over outcomes. 

Turning Ownership and Service Signals into Acquisition Action

Building a more predictable used inventory pipeline means treating vehicle acquisition an ongoing workflow, not a one‑time event.

The approach includes:

• Monitoring ownership and service activity for acquisition‑relevant signals like equity or comparing service lane appointments to wish list vehicles
• Engaging consistently with relevant outreach, including service appointment reminders, personalized offers, community involvement and more.
• Acting while trust, familiarity, and visibility are still intact
• Working acquisition opportunities with the same discipline as sales opportunities

VinSolutions supports this by enabling you to manage vehicle acquisition workflows directly inside the CRM. Ownership and service signals can be tracked, prioritized, and worked consistently, helping you engage more confidently. 

Why This Matters Now

Market dynamics will continue to shift, but one pattern is consistent: clearer visibility, earlier, creates better inventory opportunities. 

The earlier you begin to create and nurture acquisition opportunities, the more success you’ll find. When engagement happens only after interest has surfaced, flexibility is limited. Act while vehicles remain within your ownership ecosystem to create a more predictable acquisition pipeline, rooted in familiarity, timing, and insight. By the time customers initiate outreach on their own, they’re often already engaging multiple dealers with the same acquisition opportunity. 

For deeper perspective on how ownership behaviors influence service engagement, loyalty, and repurchase decisions, explore the full Cox Automotive Fixed Ops and Ownership Study.

The Takeaway

A strong used vehicle acquisition strategy begins before everyone knows the vehicle is available. It begins by recognizing ownership and service activity as early signals of opportunity. 

When those signals are acted on proactively, and managed through structured CRM workflows and relevant automated campaigns, you create a more consistent, predictable inventory pipeline based on vehicles they already know. 

Get to know VinSolutions through a self‑guided demo to see how vehicle acquisition workflows fit into the CRM.

Summary:

• Sellers trust familiar valuation sources throughout the journey
• Cash offers are now a standard expectation, not an extra
• Consistent, trusted experiences help keep trade opportunities in your ecosystem

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Vehicle sellers don’t start at your store; they start with research online. By the time they raise their hand or show up on your lot, many already have a number in mind for their vehicle’s value. 

That’s what the 2025 Car Buyer Journey Study reinforces: the path from research to selling or trading isn’t driven by timing as much as it’s driven by credibility and trust. Sellers lean on familiar valuation sources, clear cash offers, and consistent experiences to inform their decision-making.

Here’s how the key findings from the Car Buyer Journey Study translate into clear opportunities for your dealership and what you can do now.

Research Starts with Recognition, Not Discovery

The Car Buyer Journey Study shows that 63% of consumers who sell their vehicle to a dealership use Kelley Blue Book, and that number increases to 72% among trade‑in sellers. It also confirms that KBB.com is the single leading website consumers use for vehicle valuation. 

These findings point to a consistent pattern. Most sellers arrive with expectations already formed, anchored to a valuation source they recognize and trust.

Your Move: Validate Expectations, Then Set the Right Next Step

This is the moment when trust matters most. Start by acknowledging the valuation source your customer used and clearly explaining the value adds and deducts in your appraisal process. Alignment and transparency build momentum and keep the conversation moving forward. 

This is also where tools like Kelley Blue Book^® Instant Cash Offer (KBB ICO) can play an instrumental role. Instant Cash Offer connects a trusted Kelley Blue Book-backed valuation to a cash offer, helping sellers move from research to action with confidence. By aligning your dealership with a resource they already trust, you help customers feel more informed and more comfortable taking the next step. 

Cash Offers Are Part of the Journey, Not an Extra Step

The Car Buyer Journey Study shows sellers use Kelley Blue Book^® Instant Cash Offer most often to complete their vehicle disposal. It matters because trust drive action. When the process feels familiar and credible, they’re more likely to move forward.  

Up to 53% of consumers who sold or traded in a vehicle received a cash offer. For many sellers, an offer is no longer optional. It’s part of how they decide where to dispose of their vehicle.Cash offers provide clarity at a moment when sellers are weighing options. They help turn research into intent and intent into action.

Your Move: Make Cash Offers a Natural Extension of Trust

Treat Kelley Blue Book^® Instant Cash Offer as a primary acquisition channel. Extend offers across digital, service, and in-store touchpoints to capture seller intent wherever it starts. By partnering with a brand and tool sellers already trust, dealers can meet customers where they are, have more productive conversations, and create win‑win outcomes that move deals forward. 

Bring the Journey Together

The Car Buyer Journey Study makes one thing clear: sellers rely on familiar valuation sources, expect clarity through cash offers, and are more likely to follow through when the experience feels consistent from start to finish. When your acquisition processes align with how sellers behave, you are positioned to move faster, reduce friction, and win more trade opportunities.

See what the Car Buyer Journey Study reveals about trust and seller behavior. 

Source: Cox Automotive, 2025 Car Buyer Journey Study. 

Summary: The 2025 Cox Automotive Car Buyer Journey Study shows satisfaction reaching record highs, even as affordability pressures persist. As buyers complete more steps digitally and experience faster, more connected transactions, confidence and trust rise across the dealership experience. These insights help clarify what today’s buyers value most and how dealerships can better support decision‑making at critical moments. 

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The car‑buying experience is improving, even as affordability remains a challenge. Vehicle prices are elevated, interest rates continue to affect monthly payments, and buyers are scrutinizing financial decisions more closely than they have in years. Yet customer satisfaction with the car‑buying journey has reached a new high. 

The 2025 Cox Automotive Car Buyer Journey Study shows customer satisfaction with the car-buying experience climbing to 71%, with new-vehicle buyer satisfaction reaching 76%, the highest level recorded. Now in its 16th year as a premier source of valuable consumer data and insights for the automotive industry, the research sends a clear signal: workflow and experience improvements are driving better outcomes. 

Car buyers are arriving more prepared, spending less time completing transactions, and feeling more confident at key financial moments. These gains are tied to a smoother, more connected experience that reduces uncertainty and preserves momentum throughout the deal. 

Satisfaction Is Up Because the Buying Journey Is Simpler

Buyer satisfaction is rising largely because the path to purchase has become more efficient. Satisfaction with the overall dealership experience reached an all‑time high of 81% among new‑vehicle buyers, signaling that ease, not excess choice, is shaping perception. 

Highly satisfied buyers spend less time shopping, visit fewer sites, and consider fewer vehicles before deciding. When the process flows without repeated handoffs or unnecessary complexity, confidence replaces hesitation. 

Digital engagement reinforces this trend. Buyers who were mostly digital throughout their buying journey reported higher satisfaction (78%) than those who used digital tools lightly (65%). Digital tools improve satisfaction by helping to drive simplicity, transparency, and continuity. 

Digital Progress Today Is All About Momentum

Digital progress is not about pushing every step online – it’s about helping buyers arrive further along and better prepared. More buyers are now completing higher‑impact steps digitally before visiting the store. Online trade‑ins increased by six percentage points year over year, while online F&I product selection rose by four points. 

That shift changes how time is spent in store. With key decisions already underway, fewer tasks pile up at the end of the deal. Finalization becomes more focused, with less repetition and fewer opportunities for error. 

Operationally, this momentum protects deal continuity, especially through sales and F&I transitions. Buyers who arrive with financing expectations and trade‑in values already established require less back‑and‑forth and move forward with greater confidence. 

Speed as a Measure of Trust

Speed plays a large role in how buyers judge the experience. It is not just about convenience, but reassurance. The study shows that mostly-digital buyers save an average of 41 minutes at the dealership. 

Those time savings matter most when decisions feel most consequential. Faster, more predictable processes reduce anxiety and second‑guessing, particularly in a high‑cost environment. When deals move forward without unnecessary pauses or resets, buyers feel confident that nothing is being revisited or overlooked. 

AI Delivers Value By Reducing Friction—Not By Replacing People

AI skepticism remains high among dealers, but the research helps explain why and where value truly exists. Buyers respond positively to AI when it reduces friction at critical moments, not when it attempts to replace human guidance. 

Among buyers who engaged with AI and automation tools, 81% trusted they received the best deal, compared with 67% of non‑AI users. These buyers also reported higher overall satisfaction (84% vs. 71%) and greater confidence in the process duration. 

What makes the difference is restraint. AI earns trust when it operates quietly in the background, validating inputs, reducing errors, and preserving consistency while leaving decision‑making and reassurance to people. 

Omnichannel Isn’t Optional—Because Buyers Don’t Follow a Straight Line

Buyers do not move cleanly from online research to in‑store close. They switch between channels, pause, return, and pick up where they left off. Satisfaction is highest when those transitions feel connected. 

Progress rarely happens in one place. Buyers who complete more steps online not only report higher satisfaction, they also spend less time in store because prior work carries forward instead of breaking down at handoff points. 

Operationally, omnichannel consistency keeps momentum intact when leads originate from multiple sources and decisions unfold over time. Consistency, not channel dominance, drives confidence. 

Find Out More

See how Dealertrack F&I solutions help make financial decisions clearer, reduce friction at critical moments, and keep deals moving forward. Explore a self‑guided demo or connect with a representative for a live discussion. 

Join Vanessa Ton, Senior Manager of Research and Market Intelligence at Cox Automotive, as she presents the latest findings from Cox Automotive’s 16th annual Car Buyer Journey study. Learn how evolving affordability challenges, digital tools, AI, and shifting buyer behaviors are shaping the automotive market. Get actionable strategies to attract, convert, and retain today’s car shoppers plus tips to streamline the online-to-in-store experience and maximize lifetime customer value. Watch now to gain a competitive edge and future-proof your dealership in a rapidly changing market. 

Why Generative Engine Optimization (GEO) Matters for Dealerships

Car shoppers are already asking AI tools like ChatGPT, Gemini, and Google AI things like “Which dealership should I go to?” Instead of clicking through search results, they’re getting direct answers.

The question is: does AI mention your dealership?

What Is GEO?

Generative Engine Optimization (GEO) helps AI understand, trust, and recommend your dealership by name.

SEO helps people find your website.
GEO helps AI recommend your dealership when shoppers ask questions.

Why GEO Matters

Search is changing fast. AI doesn’t rank links, it gives answers. GEO makes sure your dealership shows up in those answers.

With Dealer.com GEO, your dealership can:

• Appear in AI‑generated answers, not just search results
• Stay visible as shoppers rely more on AI
• Build trust before a shopper ever clicks a link

Simply put, GEO helps your dealership become the answer, not just an option.

Why Dealer.com GEO?

Dealer.com GEO is built into the Dealer.com platform, no extra setup required.

You get:

• Content written around real shopper questions AI understands
• Built‑in signals that support AI visibility
• Reporting that shows where and how your dealership appears in AI
• Insight into how AI describes your dealership, not just how often it shows up

Dealer Benefits

GEO is about earning recommendations, not chasing rankings.

• Get recommended, not just listed
   Appear as a trusted dealership in AI answers, not buried in search results.
• Reach shoppers sooner
   Show up when shoppers ask AI who to trust, often when they’re ready to buy.
• Stay visible as search changes
   Build on your SEO as more shoppers turn to AI.

Shopper Benefits

GEO also makes shopping easier.

• Faster answers without searching multiple pages
• More confidence from trusted AI recommendations
• More relevant results that better match what shoppers want

Built for the Future of Search

Dealer.com GEO is built into the platform, no extra setup needed.

• No plugins or add-ons
• AI‑ready by design
• Built for where search is headed, not where it’s been

The Bottom Line

• GEO isn’t about rankings. It’s about recommendations.
• If shoppers are asking AI where to buy, make sure your dealership is the one it recommends.

Talk to your Dealer.com representative about GEO today.