US: Infiniti enhances the retail experience with new in-dealership technology

The most critical aspect of the dealership experience is the time clients spend in store, and according to an Autotrader Dealer Sourcing Study, customer satisfaction is at its highest within the first 90 minutes on the day of purchase. However, that number begins declining once time spent goes beyond 1.5 hours. At 2.5 hours, satisfaction drops below a buyers' average level of satisfaction.

Historically, Infiniti has helped to move the automotive industry forward as a customer oriented company, and during the brand’s launch in 1989, it introduced the then revolutionary client experience program, the “Infiniti Total Ownership Experience.”

This program was first to provide service loan cars and roadside assistance to Infiniti owners under the basic New Vehicle Limited Warranty period, and it further expanded to provide the Infiniti Personal Assistant.

Key Features of the ICAR-X app include:

From the moment the client inputs information online or in-person at an Infiniti retailer the client’s contact information is stored in the app for up to 30 days including vehicle interest, trims and location. If a client visits a different Infiniti retailer, their information is still available through the ICAR-X app, with regard to vehicle details, but not sales or deal information in order to help maintain trust amongst clients, a point that was also noted from Autotrader.

Buyers can review local retailer inventory and price points in real time, streamlining the client selection process. Each VIN-specific vehicle listing includes a detailed description of the car’s features and packages, making it easy for ICAR-X users to determine which car they’d like to test-drive. Once the client selects a vehicle they are interested in, the salesperson can contact the lot porter to obtain the vehicle and bring it to the client.

When the client arrives at the dealership, a sales consultant can use ICAR-X to review the client’s pre-selected vehicle interest and preferences. This allows the sales consultant to customize the vehicle presentation and demonstration drive by highlighting the buyer’s interests first.

Once a client decides on a specific vehicle, ICAR-X allows them to submit their credit application, review financing and leasing options and begin negotiating a deal electronically in real-time with the retailer’s sales representative. As a result, the sales consultant can remain with the client throughout the entire negotiation process, providing them with a higher level of client service.

As financing is finalized, the client will review a VIN specific delivery checklist in ICAR-X to prioritize the features they’d like to review with their sales consultant during their final walk-around. This eliminates wasted time going over any Infiniti features the client may already be familiar with and allows the sales consultant to focus on the client’s interests quickly and efficiently.

Owners can enroll in one online portal through ICAR-X that sets up Infiniti Connection and Infiniti Personal Assistant (IPA) instantaneously. ICAR-X also sends the new owner vehicle tutorials and information specific to their vehicle for their review long after the buying process is over. The sales consultant will also use the app to schedule the client’s first service appointment.

Credits: Oneshift News Team