On the Dash:
- 72% of F&I offices use four or more software solutions, creating opportunities for workflow disruptions and duplicate work.
- Integrated systems can reduce manual data entry and errors that force F&I managers to rebuild deals or obtain new signatures.
- Faster F&I handoffs and fewer duplicate steps can improve the customer experience and support stronger NPS.
According to CDK’s 2026 Friction Points Study, nearly three-quarters of F&I offices use four or more software solutions to complete a single deal. These tools aim to boost efficiency, collaboration, decision-making and automation, but switching between them often introduces friction rather than removing it, particularly in the F&I office.
Employees who navigate multiple platforms to complete a single task create what the industry calls system hopping, and eContracting stands out as an area where this switching slows the process. Dealers often rely on separate systems for CRM, DMS, and lender financing, so F&I managers spend valuable time uploading, checking, and transferring deal jackets instead of focusing on customers.
Deals that change midstream introduce additional risk when multiple versions move between systems. Dealers that integrate their CRM, DMS and financial tools can reduce manual data entry and verification, which lowers the chance of errors.
Manual reentry raises the margin of error
According to CDK’s 2026 Friction Points Study, 17% of salespeople named rekeying information a major frustration, and one in four customers said they had to reenter information after starting the buying process online. Customers who had to rekey their information gave dealerships lower Net Promoter Scores.
When errors surface during the F&I process, managers may need to rebuild deal jackets or collect new signatures. Integrated tools synchronize customer information across the online and in-store buying journey, and the study identified missing information from a salesperson’s deal as F&I managers’ top pain point this year.
Integration gaps
A lack of integration also frustrates F&I managers, sales representatives and sales managers. Some dealerships still run separate digital and wet-signature processes, which adds extra steps for customers. CDK found that longer dealership visits correlated with lower NPS scores.
Dealerships that eliminate duplicate paperwork and signatures can shorten the customer visit and improve satisfaction. According to CDK’s 2026 State of F&I at the Dealership Study, buyers who waited less than 10 minutes to meet with an F&I manager gave dealerships significantly higher NPS ratings, underscoring the impact of reducing delays throughout the process.
Integrated software lets dealers streamline paperwork, signatures and information transfers so F&I employees can spend more time engaging with customers rather than moving data between systems.
