Meeting Ford’s High Standards for Customer Experience and Sales Success
Ford dealerships operate under a high-performance standard—one that balances top-tier customer experience with bottom-line results. Every Ford store is expected to provide a seamless, efficient car-buying process that builds customer trust while also driving strong sales performance. That’s why one Ford dealership decided to evaluate its digital retailing strategy. Could a shift in technology significantly impact their ability to engage shoppers and close deals?
The results spoke for themselves.
The Challenge: A Digital Retailing Platform That Fell Short
For months, the dealership operated with a CarNow competitor’s digital retailing platform, hoping to create a more efficient and customer-friendly online shopping experience. However, the platform failed to deliver the expected results. While it generated leads, the transition from online engagement to in-store appointments and final sales was weak. Customers weren’t completing their journeys, and dealership staff found themselves working harder to bridge the gaps.
Key challenges included:
- A low appointment show rate
- Fewer deals closing compared to expectations
- A disconnect between online engagement and in-store follow-through
With Ford’s high expectations for customer experience and operational excellence in mind, the dealership knew it needed a better approach.
The Solution: CarNow’s Digital Retail + Messaging Solution
After recognizing the inefficiencies in their existing system, the dealership made the switch to CarNow’s Dealer Retail Platform to create a seamless, end-to-end customer journey. The goal? To provide a frictionless, guided experience for online shoppers while increasing in-store appointments and sales.
CarNow’s platform helped the dealership:
- Engage online shoppers with real-time interactions
- Convert more website visitors into quality leads
- Increase appointment set and show rates
- Drive higher closing percentages for more profitable sales
The Results: Higher Closing Rates, More Sales, and Increased Gross Profits
The dealership compared its performance over two 55-day periods—before and after switching to CarNow. The difference was undeniable:
| Metric | Previous DR Provider | CarNow’s Digital Retail | CarNow’s Full Platform |
| Closing % | 3.8% | 10.5% | 13.7% |
| Total Gross | $3,529 | $14,333 | $25,043 |
| Average Gross | $1,764 | $2,476 | $1,926 |
| Leads Generated | 52 | 55 | 95 |
| Appointments Set | 8 | 14 | 30 |
| Appointments Shown | 5 | 9 | 22 |
| Vehicles Sold | 2 | 6 | 13 |
By making the switch, the dealership not only improved the customer experience but also significantly increased its sales performance and profitability. The closing ratio jumped from 3.8% to 13.7%, and total gross profit saw a staggering $21,514 increase with CarNow’s platform.
Elevating the Standard for Ford Dealerships Nationwide
This transformation isn’t just about one dealership—it’s a testament to what Ford stores can achieve when they adopt the right technology. CarNow’s Dealer Retail Platform can create the kind of seamless, customer-friendly buying experience that Ford expects from its dealerships while delivering tangible, bottom-line results.
If you’re looking to improve lead conversion, enhance customer interactions, and drive higher sales, it’s time to consider CarNow.
Book a demo today and see the difference for yourself.