Recently, Dealer-FX CEO, Bill Lucchini, sat down with CBT News to discuss what he is currently seeing in the automotive market, and how Dealer-FX has responded since the start of the COVID-19 pandemic. The pair also tackle how Dealer-FX is helping dealers as they re-open for business.

Watch now!


What’s New

Experience by Dealer-FX

Everything you need to manage appointments, grow your service business, and create happy, loyal customers.

Experience makes appointment scheduling and service check-in easy for the vehicle owner while making appointment management and customer communication simple for the dealership. It has been specifically designed with social distancing in mind.

Essential Tools to Deliver an Exceptional Customer Experience During and Post COVID-19.

Dealer-FX, the digital transformation and customer experience management leader for automotive retailers and OEMs, announced the launch of Experience today, a new offering that makes appointment scheduling and service check-in easy for the vehicle owner while making appointment management and customer communication simple for the dealership. The solution, specifically designed for the “new normal” of social distancing is being offered to dealers at no charge for the first three months to help alleviate some of the financial burdens COVID-19 has had on them.  

“We’re very excited to launch Experience. This solution provides the essential tools every dealership needs to truly deliver an exceptional service experience,” said Dealer-FX CEO, Bill Lucchini. “Consumer expectations have changed and will remain changed, long after COVID-19. Experience gives dealerships the tools they need now to acclimate to this new reality,” said Lucchini.  

Experience’s products work collaboratively to modernize the appointment experience at every touchpoint and increase customer satisfaction. First, it provides a simple and convenient way for customers to schedule appointments and for dealerships to manage – at-a-glance – appointment availability and transportation options. Next, contactless check-in offers customers the ability to complete their service check-in using their mobile device, including the option to select additional services and provide a digital signature for approval. Finally, Experience delivers effective text, email and call outreach designed to keep customers coming back for service, helping dealers build long-term retention and grow fixed operations revenue. 

Experience integrates with leading DMS providers, ensuring seamless and consistent customer and vehicle information. Additionally, robust reporting and analytics provide insight into short and long-term trends that affect dealerships’ retention and profitability. Experience runs on the Dealer-FX ONE Platform, allowing dealerships to easily upgrade the solution with tools to automate the end-to-end workflow of their service operations.

To complement Experience, dealers can also receive expert services for marketing and BDC training, all designed to help drive growth, retention, and efficiency for their BDC and service lane operations. 


Innovative Solution Provides Dealers and Their Customers with a Safe and Contactless Check-in Alternative

Dealer-FX, the digital transformation and customer experience management leader for automotive retailers and OEMs, today announced the launch of Mobile Check-In, a contactless check-in application that enables physical distancing.  The application makes the safety of dealership employees and customers a top priority.

“We’re very excited to announce the launch of Mobile Check-In. We presented our roadmap for a self check-in tool at NADA this past February. Given how this pandemic has disrupted the automotive industry, our team has dedicated significant time and resources to expedite its launch,” said Dealer-FX CEO, Bill Lucchini. “COVID-19 has forced us all to think differently as to how we approach our day-to-day business and engage with our customers. Providing mobile check-in is just one way we can help our dealers adapt.”

Introducing Mobile Check-In

Mobile Check-In offers a ‘contactless’ check-in process. With social distancing at the forefront, customers can now check in and sign for service using their mobile device, allowing for a safe, physically-distant drop-off experience.  Mobile Check-In is a safer alternative to kiosk solutions or face-to-face check-in and is now available at no additional charge to current Dealer-FX customers.

Mobile Check-In is fully integrated with Dealer-FX’s ONE Platform and all leading DMS providers. Other benefits include: 

  • Customers can remotely check-in for service, allowing for a quick and contactless drop-off
  • Offers full write-up capabilities, including a digital signature for approval 
  • Ability to add factory-required or previously declined services to the appointment, which can increase dollars per repair order
  • Notifies the Service Advisor when the customer checks-in
  • Allows Service Advisors to focus on customers that require additional assistance

To help dealers effectively and efficiently continue to operate their service departments, Dealer-FX has also developed a number of initiatives that help address the specific concerns and needs surrounding COVID-19.

Financial Relief 

Dealer-FX customers will be provided with a 25% discount on monthly fees, for April and May 2020. As well, any discounts from 3rd party integration partners will be passed along to dealers. 

Free COVID-19 Marketing Campaigns
Dealer-FX has built a library of effective COVID-19 related Marketing campaigns which current dealers can enable through Customer Connect. The campaigns, along with any assistance needed for configuration or personalization, is provided free of charge.

New Learning Academy 

Dealer-FX has also launched its new Learning Academy, powered by SmarterU. The Learning Academy offers comprehensive and customizable courses for dealership employees to provide ongoing training and skill development. It also provides learner monitoring and reporting and is delivered in a media-rich, online elearning environment.

Moving Forward Webinar Series 

In addition to the new Learning Academy, Dealer-FX is launching a new webinar series, Moving Forward – How to Navigate COVID-19. Each webinar focuses on best practices and tips on how to effectively run service operations in a time of social distancing. Webinars are led by industry veterans and feature interviews with dealers from across North America who share their personal challenges and successes during this unprecedented time.

Keeping the safety and security of their customers and employees top of mind, Dealer-FX is committed to continuous innovation and dealer support as they strive to provide a safe, contactless, digital service experience.


The world has changed over the past few weeks and, with each new day, the impact of the COVID-19 (Coronavirus) pandemic continues to grow. These are unprecedented times, and we are all impacted both directly and indirectly by this dynamic situation.

As organizations across the automotive industry and beyond are evaluating their response to COVID-19, we want to provide you with an update on steps Dealer-FX is taking to ensure the health and safety of our customers and our employees.

What We Are Doing

First off, this is a rapidly evolving situation and so we have established a COVID-19 Task Force that conducts daily meetings to review the latest information and directions issued by leading organizations such as the Center for Disease Control (CDC), Public Health Agency of Canada (PHAC), the World Health Organization (WHO), and local city and county government recommendations and directions.

Employees have been asked to work from home and we are encouraging social distancing, frequent hand washing, and other typical best practices. Our employees are to avoid large meetings or gatherings and to self-quarantine, if they are at elevated risk based on symptoms, travel, known proximity to anyone infected or for other reasons.

Support For You

We take our role supporting you and your business very seriously and understand how important our technology is in helping you run your service operations. We want to assure you that we are taking every precaution to deliver uninterrupted service to you. 

Our customer support, network and application teams remain vigilant regardless of their work location. Our support team continues to be available to you via phone or email.

Field Services

Our Process Consultants are available to you via phone or video conference to support your business. We have had great results providing training via video conference and screen sharing and would be happy to assist in any way we can.

Dealers with in-dealership training scheduled in the next several weeks will be contacted shortly to set-up remote training sessions. 

Keeping Your Customers Informed

Should you need assistance creating customer emails that provide an update on your dealership’s policies surrounding COVID-19, our teams have email templates ready to use and install in Customer/Guest Connect that can quickly be sent to your service customers. 

We’re happy to assist here at no charge.


Through this difficult time, we continue to be focused on supporting you and your teams. You can rely on us to support your business to the best of our ability. Our thoughts are with all of you during this time.

Stay Healthy,

The Dealer-FX Team

When looking for a technology solution capable of transforming every part of the department, Puyallup Nissan chose Dealer-FX and the platform has generated impressive results.

Continue reading the full story here.

ONE Platform Will Accelerate the Digital Transformation of Kia Dealers across America.

Dealer-FX, the leader in digital transformation and customer experience management for automotive retailers and OEMs, today announced that they have been named an approved partner for Kia Motors America’s Service Lane Technology program. 

By adopting Dealer-FX’s ONE Platform, Kia dealerships across the United States can deliver the industry’s best digital service experience for their customers. The platform will be enhanced with the integration of Kia data, third-party technology providers and 23 of the leading DMS providers.

“This is a great opportunity for Dealer-FX and we are excited to build strong and successful partnerships with Kia dealers,” said Dealer-FX CEO, Bill Lucchini. “With more than 2,500 dealer clients, we know ONE Platform will significantly improve parts sales, CSI scores and customer retention while providing Kia customers with a transparent, digital service experience.” 

For automotive dealers looking to drive efficiency, growth and retention, Dealer-FX provides cloud-based applications which, when combined, provide an end-to-end solution that streamlines service operations, increases fixed operations profitability and delivers an enhanced customer experience. Leveraging advanced third-party and OEM integrations and AI-driven data, the Dealer-FX ONE Platform significantly improves dealership processes and CSI.

The Dealer-FX Team will be at NADA2020 in Las Vegas, February 15-17 and invites Kia dealers to experience a demonstration of the power of ONE Platform.


About Dealer-FX

Dealer-FX is transforming how automotive retailers manage their service operations and how they interact with consumers. Through advanced data integrations and mobile technology, Dealer-FX streamlines processes and communication for automotive service departments while delivering convenience, transparency and trust to consumers. From service scheduling to vehicle write-up, through to delivery, the Dealer-FX ONE Platform helps dealerships increase efficiency, profitability, retention and brand loyalty.

Dealer-FX is the exclusive, or preferred service technology provider for many leading OEMs including FCA, Nissan, Infiniti, Toyota, Lexus, Mitsubishi, Audi, GM, Kia and Hyundai in the US, Canada, and Puerto Rico, and has more than 2,500 dealership clients. Dealer-FX is based in Toronto, ON, and is backed by the strength and resources of HGGC.



Dealer-FX Contact: 

Dennis Welsh, Director of Marketing
(877) 493-0039 x216
pr@dealer-fx.com


Dealer-FX, the leader in digital transformation and customer experience management for automotive retailers and OEMs, today announced that CEO and Founder Gary Kalk will be moving to a new role as Executive Chairman of the Board of Directors at Dealer-FX.  Bill Lucchini was named CEO after having served as COO for the past six months.

“As a business founder and entrepreneur, your role is always evolving, and becoming Chairman is just the latest step on this journey,” said Kalk. “Dealer-FX is at a natural inflection point in its growth, where it makes sense to bring in new leadership.  When Bill joined as COO the intent was that he would take over as CEO, and I’m happy to see this transition at a time when Dealer-FX is really poised to accelerate growth in its next chapter.”

“I am excited and honored to be a part of the Dealer-FX team,” said Lucchini. “Since joining last year, I’ve seen first-hand the tremendous benefit that our platform delivers to OEMs and dealers. With the continued support of Gary and HGGC, we are poised to broaden that impact, accelerate growth and increase profitability.”

Lucchini, who joined as COO in July 2019, brings over a decade of senior executive experience. Immediately prior to Dealer-FX, he was SVP and General Manager at global cybersecurity firm Sophos, where he led the transformation to a cloud-centric security company with the creation of Sophos Central – the fastest growing business in the company’s history. Previous executive roles included COO at OnForce, a marketplace for leading IT talent, and Vice President at Intuit where he led several high growth businesses, including the QuickBooks Mid-Market Division, QuickBase, and the Intuit Partner Platform.

“The Board and I want to thank Gary for the tremendous job he has done in creating Dealer-FX, building it into a leader, and quadrupling revenues over the past 3.5 years,” said Steve Young, President and co-founder of HGGC and member of the Board of Directors at Dealer-FX. “Bill brings a wealth of experience and an extraordinary talent for leading high-growth technology businesses, and we could not be more excited to have him step into the CEO role.  We’re confident that Bill is the right person to build on the Company’s success and bring new energy and ideas as Dealer-FX continues its progress, and we’re very happy to have both Gary and Bill on the team as we enter into 2020.”

2019 was a strong year for Dealer-FX marked by:

  • New OEM partnerships including with Kia Motors America, Hyundai Auto Canada Corp, Mitsubishi Motors of North America, Mitsubishi Motor Sales of Caribbean, Nissan Canada and Volkswagen Group Canada
  • Service appointments up 64 percent and completed inspections up 153 percent over the year prior
  • Numerous new product innovations:
    • Innovative new collaboration system for dealers and their customers called Dealer Messenger
    • Enhanced integrations with DMS vendors for parts information
    • Managed marketing services, making ONE Platform a complete marketing and communications solution
    • Various telematics integrations and workflow enhancements designed to enhance the user experience
  • The addition of new executive talent including CFO George Kypreos and CTO Alan Fong
  • The launch of a new regional service model providing local experts to support dealers with the advice and help to drive increased retention and profits

Dealer-FX invites its current and prospective clients to visit them at NADA 2020 in Las Vegas this February to learn more about the exciting enhancements the company has planned for its strategy and platform in 2020.

About Dealer-FX

Dealer-FX is transforming how automotive retailers manage their service operations and how they interact with consumers. Through advanced data integrations and mobile technology, Dealer-FX streamlines processes and communication for automotive service departments while delivering convenience, transparency and trust to consumers. From service scheduling to vehicle write-up, through to delivery, the Dealer-FX ONE Platform helps dealerships increase efficiency, profitability, retention and brand loyalty.

Dealer-FX is the exclusive, or preferred service technology provider for many leading OEMs including FCA, Nissan, Infiniti, Toyota, Lexus, Mitsubishi, Audi, GM, Kia and Hyundai in the US, Canada, and Puerto Rico, and has more than 2,500 dealership clients. Dealer-FX is based in Toronto, ON, and is backed by the strength and resources of HGGC.

About HGGC

HGGC is a leading middle-market private equity firm with $4.3 billion in cumulative capital commitments. Based in Palo Alto, Calif., HGGC is distinguished by its Advantaged Investing approach that enables the firm to source and acquire scalable businesses through partnerships with management teams, founders and sponsors who reinvest alongside HGGC, creating a strong alignment of interests. Over its history, HGGC has completed more than 130 platform investments, add-on acquisitions, recapitalizations and liquidity events with an aggregate transaction value of over $20 billion. More information, including a complete list of current and former portfolio companies, is available at www.hggc.com.

Dealer-FX continues to build momentum with addition to its leadership team. 

Toronto, October 21, 2019 – Dealer-FX, the leader in digital transformation and customer experience management for automotive retailers and OEMs, announced today the appointment of George Kypreos as Chief Financial Officer. George comes to Dealer-FX with over 30 years of senior business and financial experience, in fast-paced, high-growth and innovative organizations.

Prior to joining Dealer-FX, George served as CFO at Fleet Complete, where he helped grow revenue from $30 million to $100 million in annual revenues and was a key member of the executive team involved in the company’s global expansion.

“The Dealer-FX Team is excited to bring George on board as he brings a wealth of experience to the organization,” said Gary Kalk, President and CEO, Dealer-FX. “I look forward to him adding tremendous value to many aspects of our business as we accelerate our growth.” 

“Since its inception in 2006, Dealer-FX has grown to become the market leader, providing the most advanced and comprehensive solution available to automotive dealers and OEMs. They are truly leading the digital transformation of automotive service departments,” said Kypreos. “I am honored and excited to become a part of it.”

George joins other recently-appointed leadership team members at Dealer-FX, to further strengthen the organization, drive product innovation and scale business operations for growth. The recent hirings are a clear sign of Dealer-FX’s continued commitment to their dealer and OEM clients. It’s also proof that Dealer-FX, which has been named as one of the fastest-growing companies in Deloitte’s Technology Fast 500™ for five consecutive years, continues to invest and innovate in the future of automotive customer experience technology.

About Dealer-FX

Dealer-FX is transforming how automotive retailers manage their service operations and how they interact with consumers. Through advanced data integrations and mobile technology, Dealer-FX streamlines processes and communication for automotive service departments while delivering convenience, transparency and trust to consumers. From service scheduling to vehicle write-up, through to delivery, the Dealer-FX ONE Platform helps dealerships increase efficiency, profitability, retention and brand loyalty.

Dealer-FX is the exclusive, or preferred service technology provider for many leading OEMs including FCA, Nissan, Infiniti, Toyota, Lexus, Mitsubishi, Audi, GM, Kia and Hyundai in the US, Canada, and Puerto Rico, and has more than 2,500 dealership clients. Dealer-FX is based in Toronto, ON, and is backed by the strength and resources of HGGC.

Dealer-FX Contact: 

Dennis Welsh, Director of Marketing
(877) 493-0039 x216
pr@dealer-fx.com


ONE Platform Gives GM Dealers Industry-leading Scheduling and Tablet Service Drive Solution

Toronto, September 10, 2019 – Dealer-FX, the leading customer experience management and intelligent delivery platform provider for automotive OEMs and retailers, announced today that ONE Platform has been Parts iMR Approved in the Service Lane Tools category. This approval allows GM dealers to purchase Dealer-FX’s ONE Platform and receive co-op reimbursement from GM for their investment.

By adopting Dealer-FX’s ONE Platform, GM dealerships can deliver the industry’s best digital service experience. The platform is enhanced by integration with 23 leading DMS vendors and GM data integration.

“It’s clear that General Motors shares our vision for delivering an exceptional dealer service experience and we are delighted to participate in the GM Parts iMR program,” said Dealer-FX President & CEO, Gary Kalk. “With more than 2,500 successful dealer clients, we know ONE Platform will substantially improve dealers’ parts sales, menu and inspection usage, CSI and customer retention while giving its customers the best experience available.”

ONE Platform from Dealer-FX manages the entire customer lifecycle and consists of the following components: Online Scheduler, Appointment Manager, Service Dashboard, Advisor Check-In, Technician Inspection, EasyPay, VIN-Specific Maintenance Menu with pricing, plus the Digital MPI and Dealer Messenger mobile applications. GM dealers can also select optional solutions, including Customer Connect and Digital Marketing Programs, designed to connect with and retain service customers.

Dealer-FX is a GM certified vendor for Service Lane Tools and can be found on GM’s Dealer Vendor Advisor portal, which connects certified vendors with GM Dealers.

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About Dealer-FX

Dealer-FX is transforming how consumers interact with automotive brands and their retailers. Our customer experience management and intelligent delivery platform use advanced data analysis and mobile applications to deliver convenience, transparency and trust to consumers, and increased efficiency, profitability, retention and brand loyalty to OEMs and dealers. The company is backed by the strength and resources of HGGC.

Dealer-FX’s core offering, ONE Platform, is comprised of seven components, which along with the Service Dashboard, manage the entire service experience from initial contact through drive-off and to next visit. It delivers the best dealer service experience. Period.

Dealer-FX is the exclusive or preferred service technology provider for Mitsubishi, FCA, Nissan, Infiniti, Toyota, Lexus, Audi, GM, Kia, Hyundai and several other OEMs in the US, Canada, and Puerto Rico, and has more than 2,500 dealership clients. Dealer-FX is based in Toronto, ON. For more information please visit, dealer-fx.com.

Contact:
Dennis Welsh, Director of Marketing
(877) 493-0039 x216
pr@dealer-fx.com





Three Key Leadership Appointments and a Round of New Hires Are Set to Deliver More Innovation for Customers.

Toronto, September 4, 2019 – Dealer-FX, the leading customer experience management and intelligent delivery platform provider for automotive OEMs and retailers, announced today three appointments: Bill Lucchini, Chief Operating Officer, Alan Fong, Chief Technology Officer, and Lindsay Sparks, Board Member.

“Bill, Alan and Lindsay each bring a wealth of experience in helping to evolve business models and scale technology platforms which will help Dealer-FX accelerate our rapid growth by delivering innovative products for our customers,” said Gary Kalk, President and CEO, Dealer-FX. “I am delighted to welcome them to Dealer-FX at this important stage of our evolution.”

The hiring of three new leaders is a clear sign of Dealer-FX’s commitment to their dealer and OEM clients. It’s also proof that Dealer-FX, which has been named as one of the fastest-growing companies in Deloitte’s Technology Fast 500™ for five consecutive years, continues to invest and innovate in the future of customer experience technology. The new leadership appointments include:

Bill Lucchini, Chief Operating Officer

Bill brings over twenty-five years of business strategy, management, and operational experience to Dealer-FX. Prior to Dealer-FX, Bill led the cloud security business unit at Sophos, a global provider of enterprise-grade security solutions. Before Sophos, Bill was the Chief Operating Officer at OnForce where he was responsible for day-to-day customer operations, product development, and marketing. He started his career at Intuit and held a variety of leadership roles in several of Intuit’s businesses, including QuickBooks Online, the Mid-Market Division, the Intuit Partner Platform, and QuickBase. 

In his role as Chief Operating Officer, Bill will play a critical role in helping Dealer-FX to evolve and scale as our customer base grows.  Bill has a proven track record in other fast-growth businesses and will bring that experience to help Dealer-FX stay ahead of the growth curve. 

“I am excited and honored to help lead the organization to its next phase of innovation and operational excellence,” said Lucchini.


Alan Fong, Chief Technology Officer

Alan brings over 20 years of technology leadership and execution experience, where he has built and developed innovative, high-growth technology companies in multiple industries – automotive, healthcare, telecom and enterprise workload management. With his progressive responsibilities in the software industry, Alan has created product value by understanding customer problems, then building technology solutions that lead to improved business outcomes and realize hyper-growth.  Alan is also very involved in the startup ecosystem as an advisor and mentor to various startups, helping them focus to build for customer value and prepare to rapidly scale. Alan holds a Computer Engineering degree from the University of Waterloo.

As Chief Technology Officer, Alan will accelerate innovation, research, development, building and testing for the ONE Platform offering. Alan joins Dealer-FX from Fleet Complete, where he most recently served as Chief Technology Officer. 

“Dealer-FX is poised to disrupt the automotive industry and drive the transformation that OEMs and dealers are looking for,” said Fong. “I am thrilled to join the team and look forward to developing technology that takes Dealer-FX to the next level.”  

Lindsay Sparks, Board Member 

Lindsay Sparks is a seasoned Senior Executive who has extensive experience building and running a diverse set of businesses. As a former Officer of Microsoft and a multi-time founder and CEO, Lindsay has extensive experience scaling and guiding businesses to industry-leading returns. Lindsay also provides strategic guidance to large investment firms and selected companies. 

As a board member, Lindsay will advise the Dealer-FX executive leadership team and work with them to develop the overall business and technology strategy. He is currently an Executive Director at HGGC and sits on the boards for Carson-Dellosa Publishing LLC and Bluecat Networks.

“Dealer-FX is transforming the customer experience through innovative technology and extensive OEM and third-party integrations,” said Sparks. “I look forward to working with the team at Dealer-FX.” 

###

About Dealer-FX

Dealer-FX is transforming how consumers interact with automotive brands and their retailers. Our customer experience management and intelligent delivery platform use advanced data analysis and mobile applications to deliver convenience, transparency and trust to consumers, and increased efficiency, profitability, retention and brand loyalty to OEMs and dealers. The company is backed by the strength and resources of HGGC.

Dealer-FX’s core offering, ONE Platform, is comprised of seven components, which along with the Service Dashboard, manage the entire service experience from initial contact through drive-off and to next visit. It delivers the best dealer service experience. Period.

Dealer-FX is the exclusive or preferred service technology provider for Mitsubishi, FCA, Nissan, Infiniti, Toyota, Lexus, Audi, GM, Kia, Hyundai and several other OEMs in the US, Canada, and Puerto Rico, and has more than 2,500 dealership clients. Dealer-FX is based in Toronto, ON. For more information please visit, dealer-fx.com.

Dealer-FX Contact: 

Dennis Welsh, Director of Marketing
(877) 493-0039 x216

pr@dealer-fx.com