Five Questions to Ask When Selecting Your DMS Provider

Selecting the right dealership management system (DMS) can be a daunting task, given the number of options and the complexity of each platform. Consider these questions to ensure your dealership is set up for success in your next vendor partnership:

Does this provider add to or eliminate the number of programs my team uses?

Software should simplify, not complicate, the day-to-day processes within a dealership. Instead of adding to your list of vendors to manage, a software solution should consolidate multiple programs into a single, user-friendly platform. Remember, each vendor requires separate training, onboarding and management — not to mention annual negotiations. Many software solutions can do one or two things well but aren’t able to fulfill the full capabilities a dealership needs.

Which APIs are supported?

Not all software will work together. Ensure the DMS integrates seamlessly with other essential software systems through APIs. Know up front if the software is compatible with your existing systems to prevent issues down the line and ensure data flows seamlessly between programs.

Is the program accessible from anywhere?

Negotiations happen at all hours of the day, which means your salespeople need access to programs when they’re on the move. Many software programs offer mobile applications, enabling them to touch base with prospects off-site or after hours, improving customer service and sales productivity.

What training and onboarding services are offered?

With any new software, transitioning from the old to the new can be crucial and tricky. Understand the vendor’s approach to onboarding and training to ensure your data and workflows are seamlessly transitioned to the new software and your staff is properly trained on how to use the program. Ask what options are available, including in-person or virtual training, and if there are limitations to headcount.

What type of maintenance and support is available after onboarding?

As with the introduction of any new software or process, the way it’s used on day one will likely change after implementation. Ongoing support is crucial to address questions, resolve issues and stay updated on any updates or enhancements the vendor makes to the program. Ask about their support policies, including hours of operation and how you may contact them. In addition, ask if they offer training academies or training resources for new and existing staff.

A great training program is only as good as the follow-up and ongoing support received once the trainers have left the dealership. It’s one thing to learn how to use the system but having access to someone who can quickly and easily help you with a question or concern really instills confidence and shows you’re in good hands. Even having someone to help with after-hours support is a huge plus. Your chosen supplier must be willing to do this.

Selecting the right vendor requires attention to the small details and a focus on what will move the needle for your dealership. Consider how the software impacts your dealership operations and how often the vendor will support you for the duration of your relationship. Make sure that the vendor is trustworthy. Online reviews or conversations with peers might point out the benefits of working with one vendor versus another, as well as where the weaknesses are.

Recently, CDK moved beyond the DMS to the Dealership Xperience platform, which delivers a more seamless experience across a dealership’s operations.

Learn more about the Dealership Xperience platform