At the DC20 East conference in Atlanta, Jim Fitzpatrick sat down with Matt Leone, CEO of DriveCentric, to discuss the evolving role of technology in retail automotive and what dealers can do to stay competitive.
Leone framed the event as a hands-on experience designed for dealers already “Live with Drive,” giving attendees direct exposure to how tools are being used in real dealership environments, what is working, and where improvements are still needed. The conference, he notes, serves as a platform for sharing best practices while helping users maximize the value of their CRM systems.
From a broader industry perspective, Leone described the current automotive landscape as a “flexion point,” marked by turbulence at both the micro and macro levels. While dealerships are actively seeking solutions, he emphasized that many still lag in adopting AI and other advanced technologies. As a result, the industry is approaching a tipping point where operators must identify and implement the right innovations to remain competitive.
A key theme of the discussion centered on the gap between the promise of technology and its execution. Leone stressed that technology should serve as a tool to improve efficiency, yet it is too often overhyped and fails to deliver actionable data. Bridging that gap requires a more disciplined approach to implementation and a clearer understanding of how tools integrate into daily operations.
Therefore, Leone alluded to AI’s practical impact, particularly in addressing operational breakdowns that occur outside traditional business hours. From missed follow-ups to breakdowns between sales and F&I, AI-powered systems can help capture opportunities that would otherwise fall through the cracks, creating a more seamless workflow across departments.
Looking at the customer journey, Leone emphasized that dealerships must move beyond a transaction-based mindset. Instead, he described the modern CRM as a lifecycle tool capable of tracking and supporting the customer experience from initial contact through long-term ownership.
As dealers continue to navigate an increasingly complex environment, Leone’s message encourages success that will depend not on adopting more technology but on leveraging the right tools effectively to improve efficiency, close operational gaps, and better manage the full customer lifecycle.
