All the UK’s Toyota and Lexus dealers are expected to switch to a new dealer management system within three years after the carmaker and CDK Global signed an agreement.
CDK will provide its Autoline Drive SaaS DMS to both the Toyota and Lexus UK networks.
The Japanese car manufacturer is implementing the new system with an aim to provide all dealer management needs and the customer’s buying and ownership process under one umbrella.
A full review into its dealers of all sizes took place to determine what its retail network required from a dealer management system to best face the retail environment of tomorrow.
President and managing director of Toyota GB Matt Harrison (pictured right) said: “We have always been customer-service focused and this new mobile/tablet enabled DMS will be extremely beneficial for both our dealers and our customers.
“One system means one set of reporting as opposed to multiple sets and one system for all customer information from buying to aftersales.
“If a dealer updates the aftersales section of a customer’s ownership-journey it will update across the board, resulting in a very seamless system.
“As a lot of our dealers have multiple franchises they need to have a DMS system that can integrate well – we have worked in conjunction with CDK to create something that works and we are sure we have achieved that.”
Toyota GB anticipates that dealers will benefit from improved efficiency, processes and increased customer retention, providing a long-term benefit to the business as well as the possibility of saving dealers money. Some dealers are currently using additional systems to the in-house Toyota DMS. Once the new system is rolled out these will eventually be made redundant, resulting in one running cost as opposed to multiple.
“We are looking at a three-year roll-out plan to when the in-house system will no longer be available,” Harrison added.
Vice president and managing director for CDK Global’s UK region Neil Packham (pictured left) said: “By working collaboratively with Toyota and its dealer network, we will help Toyota to build on its characteristic customer focus, ensuring that every customer interaction is managed consistently and coherently.
“Our system is intuitive and easy to use and we will be there every step of the way in terms of integration and training.”
Beginning immediately, Toyota will recommend the CDK Global system to its network of UK Toyota and Lexus dealerships. Discussions will start immediately with the first group of dealers to go live, expanding to other sites throughout 2015.
Toyota’s next focus is conquest sales – current conquest sales are at 45% and the focus is to increase this to 50%.