Digital Transformation · Automotive · Dealerships & After-Sales Services
Solutions Metrix helps automotive dealerships, dealer groups, OEM captives, and after-sales service networks modernize how they work — from strategy through long-term success. We start with your business goals, not a platform pitch, and stay with you until technology actually delivers value for your sales, F&I, and service teams.
Platform-agnostic. No vendor commitment. Scoped to your workflows.
Solutions Metrix doesn't just implement software. We partner with automotive organizations across the full transformation journey — from the first roadmap through adoption, optimization, and beyond.
Before any platform decision, we map your lead management, vehicle sales, F&I, service drive, and customer retention workflows alongside your DMS and OEM system requirements. Our CRM Inception service delivers a tailored roadmap with ROI and TCO analysis — so you invest wisely and in full operational alignment across every department.
Every implementation is tailored to your new vehicle, used vehicle, fleet, and service workflows — never the other way around. We configure CRM across Creatio, Salesforce, Dynamics, and Sugar AI built around how your sales, service, and BDC teams actually work.
We connect the dots across fragmented technology stacks — dealer management systems, OEM lead portals, inventory management platforms, service scheduling tools, finance and insurance platforms, SharePoint, Outlook, Teams, and Boomi iPaaS — so your CRM becomes the customer hub every department actually relies on.
We embed AI agents directly into sales and service workflows — intelligent lead scoring, automated equity mining alerts, service recall and maintenance reminders, and natural language access to your CRM data. AI that works within your OEM compliance requirements and customer data privacy obligations.
Adoption is a success metric in every engagement. Role-based training, co-pilot phases, structured feedback cycles, and explicit adoption milestones ensure your salespeople, BDC agents, service advisors, and managers use what we build — from day one.
Post go-live, we remain a continuous partner. Recurring support agreements, sprint-based optimization, and customer success planning ensure your platform evolves alongside your inventory mix, OEM programs, and service portfolio.
Across every brand and market, automotive dealerships and service networks share the same core pain — disconnected systems between sales, service, and F&I, no unified customer view across the vehicle ownership lifecycle, and missed revenue at every touchpoint from first lead to trade-in.
Customer data lives in the DMS while lead and relationship management happens in a separate CRM — or in spreadsheets. Sales teams can't see service history; service advisors don't know if a customer is in equity; the F&I office has no view of previous transactions. Every department treats the same customer as a stranger.
Leads arrive from OEM portals, third-party aggregators, website forms, walk-ins, and inbound calls — each entering a different workflow with no unified routing, no consistent follow-up cadence, and no visibility into which sources and which BDC processes drive the highest close rates. Response time suffers, leads fall through the cracks, and attribution is impossible.
Customers in positive equity — who could trade up now at favorable terms — are invisible without systematic monitoring. Equity mining is manual, infrequent, and siloed from the sales process. By the time a salesperson identifies an in-equity customer, they've often already been contacted by a competing dealer who identified the same opportunity first.
Customers who buy a vehicle gradually defect to independent service providers — and the dealership doesn't know until the revenue is already gone. Without proactive service retention workflows, maintenance reminders, and recall outreach tied to the DMS, service drive revenue erodes with every anniversary service interval a customer misses.
A customer who has purchased three vehicles, financed through F&I, had a warranty claim, and brings their car in for service twice a year exists as separate records across the DMS, CRM, F&I platform, and service scheduling system. No single person in the dealership has a complete picture of that customer's lifetime value — or their next opportunity.
GSMs and dealer principals can't see lead-to-sale conversion by source, salesperson, or model in real time. Service managers don't have live views of advisor productivity, effective labour rate, or service retention rates. Reports are pulled manually from the DMS — outdated, incomplete, and incapable of supporting intraday management decisions.
We start with a CRM Inception assessment — mapping your workflows and recommending the right path forward before any platform commitment.
Book a Free Inception CallThe platform changes based on your needs. The outcomes don't. Every engagement is designed around your vehicle sales process, F&I workflow, and service retention model — not the other way around.
Unified customer profiles linking vehicle purchase history, F&I products, service records, warranty claims, open recalls, equity position, and communication history — synced from the DMS in real time. Every salesperson, service advisor, and BDC agent sees the same complete customer picture, every interaction.
All lead sources — OEM portals, third-party aggregators, website, phone, walk-in — routed into a single CRM workflow with automated assignment, follow-up cadence templates, response time SLA tracking, and source-level conversion analytics. No leads fall through the cracks; every source is measured.
AI agents continuously monitor the customer base for in-equity positions, lease maturities, balloon payment windows, and favorable trade-in timing — surfacing prioritized upgrade opportunities to sales and BDC teams before a competing dealer makes the first move.
Automated service reminders tied to mileage and time intervals from DMS data, recall outreach workflows linked to VIN-level recall data, and lapsed service customer re-engagement sequences — keeping customers on the service drive and capturing every revenue opportunity in the ownership cycle.
Automated alerts 90–120 days before lease maturity and finance balloon dates, with renewal and upgrade records auto-created from DMS data — so sales and BDC teams engage customers at the optimal moment in the ownership cycle with full transaction and equity context.
Real-time lead-to-sale conversion by source, salesperson, and model; BDC response time and appointment set rates; service retention and ELR; F&I product penetration; and equity mining pipeline — accessible to GSMs, service managers, and dealer principals on demand with no manual DMS report pulling.
Fleet buyer profiles with vehicle configuration preferences, purchase cycle history, volume commitments, and upfit requirements managed within CRM — giving commercial sales teams a structured, shared view of every fleet relationship that survives salesperson turnover.
Bidirectional sync between CRM and your DMS (CDK, Reynolds & Reynolds, Dealertrack, and others), OEM lead portals, and service scheduling platforms — vehicle data, customer records, service history, and lead feeds always current in the CRM. API and SFTP integration models supported.
Solutions Metrix doesn't sell platforms — we implement whichever one fits your dealership or group best. Our CRM Inception process identifies the right technology before any commitment is made.
No-code workflow engine with fast, flexible configuration. Ideal for independent dealerships and mid-size dealer groups needing rapid iteration on lead management, BDC, service retention, and equity mining workflows without heavy IT dependency or DMS replacement risk.
Deepest automotive and consumer engagement ecosystem. Ideal for large dealer groups, OEM captive organizations, and multi-brand automotive networks requiring enterprise-scale customer data management, advanced analytics, and multi-rooftop performance visibility.
Native Teams, Outlook, SharePoint, and Power BI integration. The natural fit for dealer groups and automotive organizations already operating in the Microsoft 365 ecosystem with existing Power Platform or Azure investments across the business.
Flexible, cost-effective, strong automation. The right choice for independent dealerships, used vehicle operations, and specialty automotive retailers that need a powerful sales and service retention platform without enterprise licensing costs.
Most technology partners disappear after deployment. Solutions Metrix is built for long-term partnerships — with structured phases from first discovery through ongoing optimization, and adoption as a measured outcome at every step.
Discovery workshops, ROI & TCO analysis, RASCI and RAID setup, and a tailored roadmap — all before any platform decision, with DMS integration requirements, OEM system obligations, and rooftop structure mapped from the start.
Collaborative process mapping with your sales, BDC, F&I, service, and IT teams. Implementation shaped by your specific sales process, lead routing logic, and service retention model — not a generic automotive template that ignores how your store actually runs.
Iterative build cycles with bi-weekly demo gates and transparent sprint reporting. Typically 20+ sprints for a full production rollout including DMS integration and OEM lead feed connections.
Structured user acceptance testing, dedicated hypercare support, and phased soft and full go-live milestones — with DMS data integrity validated before production cutover and go-live timed to avoid month-end sales period disruption.
Role-based training for salespeople, BDC agents, service advisors, F&I managers, and dealer management. Co-pilot phases and feedback cycles. We measure success by adoption rates and sales, service retention, and equity mining outcomes, not deployment date.
A significant part of Solutions Metrix's value is connecting the dots across fragmented dealership technology stacks — so your CRM becomes the customer intelligence hub every department actually relies on.
Bidirectional sync with CDK Global, Reynolds & Reynolds, Dealertrack, and others — vehicle records, customer data, transaction history, service ROs, and equity data current in CRM in real time. API + SFTP models supported.
OEM lead feeds, conquest campaigns, and loyalty program data integrated directly into the CRM lead workflow — unified routing, consistent follow-up cadence, and OEM SLA compliance tracked automatically.
Service appointment requests, RO status, recall data, and maintenance interval triggers synced from DMS service to CRM customer records — powering proactive retention and recall outreach workflows.
All customer and prospect communications logged in CRM without leaving Microsoft tools — full interaction history captured for sales, BDC, and service teams across every rooftop.
Integration platform layer connecting DMS, OEM portals, F&I platforms, inventory management, and any dealership technology to your CRM ecosystem.
Enterprise single sign-on with role-based access controls for salespeople, BDC agents, service advisors, F&I managers, GSMs, and dealer principals — with rooftop and department data visibility rules.
Data migration and transformation for consolidating legacy CRM, DMS customer master data, and historical transaction and service records into your new platform.
Real-time dashboards with lead-to-sale conversion, BDC KPIs, service retention rates, ELR, equity pipeline, F&I product penetration, and multi-rooftop group performance.
Solutions Metrix gave us what no dealership CRM had ever given us before — a single view of every customer across sales, service, and F&I. Our BDC now works one unified lead queue, our equity mining program runs automatically, and our service retention improved significantly in the first six months after go-live.
Plain-language definitions of the technologies and processes Solutions Metrix implements for automotive dealerships, dealer groups, OEM captives, and after-sales service networks.
CRM Inception is available to automotive organizations regardless of whether they ultimately implement with Solutions Metrix.
Solutions Metrix configures equity mining triggers, scoring thresholds, and BDC workflow integrations to match each dealership's specific inventory mix, financing programs, and sales process.
Solutions Metrix designs DMS-CRM integrations as a foundational architectural component, not a post-go-live add-on, across Creatio, Salesforce, Dynamics, and Sugar AI.
Platform-agnostic partners prioritize client outcomes over vendor incentives.
In automotive, salesperson, BDC agent, and service advisor adoption is the defining success metric — a CRM that floor staff don't use delivers no lead management, retention, or equity mining value regardless of how well it is configured.
Solutions Metrix configures service retention triggers and outreach cadences to match each dealership's specific service intervals, OEM maintenance schedules, and BDC capacity.
Concise, factual answers to the questions automotive dealerships and dealer groups most frequently ask Solutions Metrix.
Solutions Metrix is differentiated by three things: a platform-agnostic approach — recommending and implementing the right platform for each dealership or group, not the one they resell; a holistic strategy mindset — starting with sales process, BDC workflow, DMS integration requirements, and service retention model before any technology decision; and an obsession with user adoption — treating salesperson, BDC agent, and service advisor adoption as measured success metrics in every engagement. With 600+ projects and a 9.1 NPS score over 20+ years, the firm is built for long-term partnerships, not one-off deployments.
The best CRM for an automotive dealership depends on its size, rooftop count, DMS environment, OEM obligations, and specific sales and service workflow requirements. Creatio delivers the fastest time-to-value with flexible no-code configuration — making it a strong choice for independent dealerships and mid-size dealer groups. Salesforce suits large dealer groups and OEM captive organizations with enterprise-scale multi-rooftop customer data and analytics requirements. Microsoft Dynamics 365 is the natural fit for Microsoft-first organizations. Sugar AI offers the best value for independent and used vehicle operations. Solutions Metrix recommends the right platform through a structured CRM Inception process at no cost.
Solutions Metrix builds bidirectional DMS-to-CRM integrations via REST API or SFTP file exchange, depending on the DMS platform, edition, and data requirements. The integration synchronizes customer records, vehicle purchase history, service repair orders, F&I transaction data, and equity data — so every department sees a complete, current customer picture without manual data entry or reconciliation. DMS integration is scoped and architected during the CRM Inception phase, not added after go-live, and has been delivered across CDK Global, Reynolds & Reynolds, and Dealertrack environments for Creatio, Salesforce, and Microsoft Dynamics 365.
Yes. Solutions Metrix configures equity mining and service retention as native CRM workflows — not standalone point tools. Equity monitoring runs continuously against DMS vehicle and loan data, surfacing prioritized upgrade opportunities to the sales and BDC team automatically. Service retention outreach is triggered by DMS mileage and time interval data, linked to recall feeds, and routed into the BDC queue or automated email/SMS campaigns — calibrated to each dealership's specific OEM maintenance schedules, inventory mix, and BDC capacity.
Yes. Solutions Metrix serves automotive dealerships, dealer groups, OEM captives, and after-sales service networks across the United States and Canada — including Los Angeles, Dallas–Fort Worth, Atlanta, Chicago, New York, Phoenix, Denver, Detroit, and nationally across Canada. The firm is headquartered in Montreal, was founded in 2001, has delivered 600+ projects across North America, and holds a 9.1 NPS score. Engagements are delivered remotely and on-site depending on project phase.
