Proactive Dealer Solutions’ (PDS) proprietary CallerCX call intelligence and lead management platform for automotive retailers is now fully integrated with VinSolutions’ Connect CRM platform, a leading automotive CRM system.
For 25 years, PDS has helped more than 4,000 dealerships improve sales, profit margins and the overall customer experience by enhancing phone processes, training managers and team members on phone skills, and using powerful AI-driven speech analytics. VinSolutions, a Cox Automotive brand, offers products that integrate dealership systems, processes and tools to deliver a single view of the customer across the business — so dealers can focus on building relationships throughout the sales cycle.
The integration of CallerCX to the VinSolutions Connect CRM platform puts a host of new call and lead management tools at the fingertips of tens of thousands of sales and service reps and managers at more than 5,000 dealerships across North America that VinSolutions serves.
“There are three key elements to the CallerCX integration with VinSolutions’ Connect CRM,” said Jason Beckett, PDS chief operating officer. “These include lead creation, lead enrichment and lead management. On the lead creation side, when a call comes into the dealership, CallerCX’s AI recognizes whether it’s a true sales or service lead and will automatically push it to Connect CRM. We only push real leads making sure to keep your CRM data valuable. We also make sure the phone up is assigned to the appropriate lead source for attribution.”
CallerCX will collect caller’s information to enrich the leads even if agents don’t and push it into Connect CRM, Beckett added. This includes the caller’s first name, last name, email, phone, vehicle of interest, call summary and transcript of the call. CallerCX provides all the information a salesperson or service advisor needs to follow-up with the customer and provide the best customer experience.
Finally, on the lead management side, CallerCX uses speech biometrics to assign the call to the staff member who handled it, so that every lead pushed into Connect CRM includes the assigned user to trigger workflows and follow-ups. “In today’s environment it’s vitally important that no lead gets left behind,” Beckett said.
“The features CallerCX offers such as the speech biometrics, the abilities of our AI to monitor and proactively manage inbound leads, combined with our other robust platform tools makes PDS’ platform the most-powerful, call-intelligence and lead-management platform on the market, and now it’s integrated with the most robust and sophisticated CRM,” Beckett said.
“It is more critical than ever that sales workflow adapts to the needs and preferences of consumer behavior,” said Chase Abbott, vice president of sales at VinSolutions. “PDS shares VinSolution’s commitment to giving dealers technology that can fill in process gaps to make client interactions personalized and timely.”
“Our two teams worked tirelessly over the last few months to create a seamless, intuitive integration that will allow for expansion and innovation,” Beckett said. “They have our full admiration.”
Beckett added that all rooftops using CallerCX will also benefit from the training platform it provides for both managers and reps. Because every inbound call is automatically evaluated and scored through CallerCX’s AI, it can coach staff on how to better handle calls and notify managers of mishandled opportunities. The platform trains staff on how to properly handle valuable inbound leads through the largest, online Phones Skills Training program in the marketplace.