As well all know, the COVID-19 pandemic has changed the way businesses, including car dealerships, operate on a national level. Many of the automotive retail professionals that we have spoken to here at CBT News believe that it has changed the industry and marketplace for the better. In addition to digital retailing, service pickups, and deliveries, artificial intelligence is another key area that has accelerated at a quickened pace.
On today’s show, we’re pleased to welcome Outsell‘s Gary Marcotte, Senior Vice President of Customer Engagement Innovation, and Guy Super, Vice President of Sales. Outsell is one of the leading AI-powered, customer engagement, and marketing automation platforms.
The last time we spoke with Guy was at the 2020 NADA Show this past February and a lot has changed since then. Including the addition of Gary Marcotte. Marcotte is refreshed to be at the forefront of this emerging technology and is excited to assist dealers with their engagement needs.
At NADA, Outsell launched its VIN Service Engagement Program which extends its reach all the way from sales and service creating an omnichannel approach to marketing. In the middle of the pandemic, the company also launched Equity, which manages the customer lifecycle seamlessly. These programs, in conjunction with the overall dealer group communication strategy, massively improves customer retention and brand loyalty.
The pandemic has shown that forward-thinking dealers who leverage these platforms and have strong vendor partners are more prepared to face crises and economic downturns. Marcotte says it’s imperative that dealers be flexible and agile in their strategies and operations. Super agrees that this preparation allows dealers to take greater market share.
