CitNOW rolls out new CRM platform to streamline dealer operations

CitNOW has launched Auto360, a new customer relationship management (CRM) platform aimed at helping franchised retailers consolidate and simplify their growing technology stacks.

Built on Salesforce’s Automotive Cloud, the platform is designed to give dealerships a single view of customer and vehicle data across marketing, sales and aftersales.

It is being positioned as a tool to improve customer retention, operational efficiency and profitability by reducing duplication and integrating multiple third-party systems into one interface.

According to CitNOW’s own research, dealerships in the UK currently use around 50 different software systems on average, with 88% of dealers saying this complexity adds cost and reduces effectiveness.

Auto360 has been developed to tackle that challenge by linking existing tools and data sources into one system, helping sales and workshop staff avoid double entry and improving access to customer records.

Users can search by customer or vehicle to see a full history of interactions, helping to create more joined-up experiences for service teams and showroom staff.

A phased launch for Auto360

The platform will be launched in phases.

The first module, Marketing360, will be available from late June. It will be followed by Showroom360 and Aftersales360 later in the year.

Auto360 also represents the first partnership between Salesforce and a UK-based automotive software provider.

By integrating with Salesforce’s Automotive Cloud, CitNOW says it is aiming to future-proof its offering and align more closely with wider changes in dealership technology infrastructure.

Boris Huard, CitNOW Group chief executive, said the platform had been shaped by direct feedback from dealer groups and the operational challenges they face in managing fragmented digital systems.

He said: “Our mission is to fuse our deep automotive expertise with cutting-edge technology to deliver a solution that streamlines dealership operations by simplifying systems and processes, enabling sales and workshop teams to focus on what matters most: exceptional customer experiences and sustainable revenue."

Hard said early adopter dealer groups that have been working with Auto360 have seen 15% additional vehicle sales per month, a 25% increase in online service bookings and a 30% uplift in tracked customer enquiries.

Salesforce’s SVP of automotive, Achyut Jajoo, said the collaboration reflects a growing need for automotive-specific CRM tools that match the complexity and pace of today’s retail environment.

CitNOW Auto360 builds on the company’s previous Feasa solution and is available through the Salesforce AppExchange.

The phased rollout is expected to continue through the remainder of 2025, with full functionality becoming available by the end of the year.