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F&I has always been a critical financial corner stone to every dealer. However, its current architecture is flawed, constraining all of its revenue and relationship potential to the micro moment of the F&I menu presentation alone…and never thereafter. Further, if part of the F&I value proposition is customer retention, why are the associated F&I claim service mechanisms so disconnected from how people (service advisors and customers) desire to engage? Hint: Multiple 1-800 numbers (different for each F&I administrator), phone queues with call hold wait times, manual claim processing, online (fill-in-all-the-blanks) claim forms that only lead to a phone call anyway and claims apps that only work with one F&I administrator are NOT best-in-class anything today, except best-in-class operational inefficiency. Finally, if a dealer desires more than the one-time transaction…it must be earned. People matter, but so does intelligent process. Ready to engage?
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