Experts advised that dealerships should focus on performance rather than technology trends, as the industry is flooded with AI solutions. Joining us on the latest episode of Driving Solutions is Tim Cox, co-founder of CarNow, and Micah Rowland, Variable Operations Director at Mike Rezi Nissan. Together, the experts highlight that achieving measurable results, implementing effective processes, and maintaining strong human follow-up are essential for success.
“Most dealerships don’t have a lead problem; they have a lead process problem.” – Tim Cox
Rowland, who oversees internet and BDC operations across four dealerships and three OEMs, highlights the importance of evaluating vendors as true partners who enhance existing workflow, deliver measurable outcomes, and can scale across multiple locations.
While Cox acknowledges that AI is a popular topic, many dealerships struggle more with managing leads efficiently and ensuring that the right person handles them. Conversely, Rowland emphasizes the importance of evaluating vendors as true partners who improve existing workflows, deliver measurable results, and can scale across multiple locations.
Both executives stress that AI is a tool, not a replacement for people. Effective adoption requires integration into existing workflows and alignment with the dealership’s goals. Cox compared the situation to early EV adoption, where thoughtful implementation is necessary for success.
Further, a central focus of the discussion was CarNow’s ReConnect lead-follow-up solution, which ensures dealerships engage with every potential customer. Rowland also explains that even stores with strong chat-to-lead performance often miss a significant portion of leads, and tools like ReConnect help close that gap.
“It’s more than just plug-and-play. It’s got to be relevant to what you’re trying to accomplish as a store.” – Micah Rowland
Both Cox and Rowland stress the importance of aligning digital tools with dealership culture and operational goals. Cox notes that plug-and-play solutions rarely succeed when they do not connect directly to the store’s sales processes.
As the 2025 sales year enters its final quarter, both executives expressed confidence in dealers’ ability to navigate challenges like tariffs and inventory shortages, emphasizing the importance of meeting customers where they are and seizing every opportunity to close sales.
