When GM Dallin Breshears started at Young Kia in Layton, UT, he quickly became sick of hearing about how difficult their website was and how their current website tools seemed to confuse customers.
Worse than that, the information the customers were providing, were not making it back to the CRM with all the details!
Dallin Breshears, Sami Quinney (Internet Sales Manager) and the team at Young Kia, committed to become a leading-edge technology Kia dealership providing top-notch service to all customers.
Young Kia achieved these goals within 60 days as they increased the closing ratio on their website chat and digital retailing leads by 50%. Brashears and Young Kia started setting sales records within the auto group and with the manufacturer.
So how did they do it?
Young Kia has a great team. Preparing for NADA, Breshears, and Quinney were doing their research. They were requesting feedback from their customers and they heard a few common things.
- The dealership’s online shopping experience and actual car buying experience lacked seamlessness.
- This led to confused customers and website users who quite frankly “did not want to use the tools as much”.
- A customers first touch point with the dealership – their website – did not give users a good experience to start their car buying experience.
- The website tools would not transfer information correctly to their CRM making their opportunities go down, and missing details.
Sami and her team were frustrated! So were customers!
With this feedback, Dallin recognized the need for their website to reflect Kia’s new high-tech image and provide a seamless user experience.
He wanted tech that matched the Young Kia brand and worked well for the staff.
Dallin and Sami sought a solution that would enhance the user experience, streamline online processes, and ensure accurate data transfer to their CRM.
The Solution
After vetting a few providers, Young Kia chose CarNow’s engagement platform.
A sales rep and client success manager physically flew in to onboard, train, and launch Young Kia on the CarNow platform.
They ensured every part of the customer-facing platform was customized to reflect the dealership’s operations and Dallin’s vision.
Not only did CarNow solve the issues they had, but the brand also came with an incredible, in-market staff and offered other advanced solutions that Dallin felt set his dealership apart.
Young Kia chose to partner with CarNow and implement
- A chat and messaging solution that had unique features such as digital business cards, trade-in links for re-engaging leads, and more.
- Conversational call-to-action buttons that improved conversions and overall quality of leads received.
- A digital retail solution that enhanced their website experience, lessened the time to sale, and overall delighted the customers that used it.
Dallin appreciated that CarNow’s platform offered better functionality for his team compared to previous vendors, but his favorite part was the human touch in chat interactions. This allowed his sales team to finally provide the seamless experience both he and the customers wanted.
The Results
As seen in the charts below, Young Kia saw in the first 60 days
- Their closing ratio on website leads increased by 50% with an ROI of $21-1.
- The dealership’s chat-to-lead ratios also improved significantly, exceeding industry averages.
This success didn’t only last 60 days — in less than a year Digital Retail leads with added trades doubled from 23% to 51% (see below).
In the end, Young Kia’s partnership with CarNow revolutionized its website and digital retailing processes, leading to significant improvement in lead quality, customer engagement, and closing ratios. CarNow couldn’t be happier in helping Dallin achieve his goal of becoming a leading-edge technology Kia dealership, providing top-notch service to all customers.
See our testimonial with this Kia store below!
Watch the Young Kia testimonial