As a Dealer Success Manager for Upstart Auto Retail, I've had the privilege of working alongside several dealers to help them implement and succeed in their digital retailing journeys. Recently, we hosted a webinar with one of our trusted partners, Buckeye Honda, and I spoke with Jack Young, Marketing and Content Manager, and Kent DeLong, Marketing and RDC Director. Jack and Kent shared insights into their journey with Upstart, shedding light on the transformation it brought to their dealership's online, in-store and financing processes.

Adapting to a remote-first environment

Jack, who’s been with Buckeye since the inception of our partnership, emphasized that adapting to the changing times, especially during the COVID-19 pandemic, was the initial driver of the partnership. With the growing importance of online experiences, Buckeye Honda strategically leveraged our digital retailing solution to seamlessly connect their online and in-store operations.

He also expressed the importance of finding a digital retailer that felt like a true partner, complete with a support team that could address the dealership's needs promptly and effectively. Overcoming initial pushback during the adoption phase, the team found the platform to be user-friendly, simplifying the onboarding process for their staff.

Creating transparency for the customer

With Upstart Auto Retail, the online to in-store handoff proved to be a unique offering, minimizing hurdles for both staff and customers. The transparency of presenting all numbers upfront eliminated the traditional back-and-forth to the finance office, creating a seamless and efficient experience for everyone involved.

Kent highlighted the unique advantage Upstart provided in the transition from online to in-store. “We can literally pick up from wherever the customer left online - we don’t have to start over. It’s a much more transparent way of doing business,” said Kent.

Achieving higher sales efficiency and PVR

The impact on employee performance was evident, as Jack noted an increase in cars per salesperson and a low turnover rate – after implementing Upstart Auto Retail, Buckeye experienced a 76 percent boost in lead-to-close. The ability to get customers in and out quickly contributed to the dealership's success, setting a new standard for speed and efficiency within their district.

Kent also discussed the role of Upstart in AI-powered financing, highlighting the platform's ability to provide customers with a comprehensive view of financing scenarios. The tool's transparency minimizes guesswork, empowering customers to navigate financing options at their discretion.

The webinar concluded with insights into the improved PVR experienced by Buckeye Honda. The tool's capability to show everyone what's coming contributed to a notable increase in PVR, solidifying Upstart's role as a catalyst for positive change in dealership operations. In fact, Buckeye increased their front-end gross by 533 percent.

Best Practices for success

In line with industry trends, Kent stressed the importance of treating the digital showroom with the same attention as a physical one. Tools like Upstart prevent customers from getting lost on the website, ensuring a guided and engaging online experience.

Jack also spoke to his introduction of the "Fast Lane Deal" branding, which made the online experience visual and straightforward, particularly catering to an older demographic.