The situation

As Internet Sales Director for Westbury Toyota, Adam Smith wears a lot of hats. Managing everything from marketing and customer relationship development to sales training and process facilitation, the only thing predictable about a 'day in the life' of Adam is that it's going to be unpredictable. With more than 20 years industry experience, he's far from being unprepared for the challenge of an active dealership. But his background may in fact come in second to his inherent sense of urgency in the long list of qualities that make him perfectly suited for his role at Westbury Toyota. No stranger to the current CRM options in the market, Adam prefers DealerSocket to join him on his daily journey of car sales and chaos, demanding the same level of excellence of the system that he demands of his Internet department.

I am the epitome of instant gratification. I like to get something done in the here and now, when I want to do it. I don’t want to have to wait on support or anyone to do it for me.

Adam Smith, Internet Sales Director

Westbury Toyota

Why DealerSocket

What's unique about DealerSocket CRM? For Adam, it comes down to customization and flexibility. "I can basically do anything I want at any time I want and not have to wait on anyone," Adam says. "With other CRMs, you have to call the provider when you want to make a change and wait for up to 24 hours for them to get back to you. With DealerSocket, I don’t need to call, I just do."

As it relates to his multifaceted role at Westbury Toyota, Adam cites a few features that help him stay on track, starting with the system's ability to help him quickly find what he's looking for without having to put in all the details. "The search functionality is invaluable," he says. "I don't have to type in the exact phrase or name, I can type in part of the person’s last name or email and it will still find the right customer for me.” With nearly 700 leads a month and an average response time of 13 minutes for the dealership, it's no wonder why he demands quick,intuitive search capabilities from his CRM.

I can basically do anything I want at any time I want and not have to wait on anyone.

Now when it comes to managing the day-to-day, Adam likes that an appointment serves as a connection point to moving the customer through the sales process. "Everything just flows. I can resolve an appointment in one step instead of four steps, like in the previous version of the CRM." He also likes the convenience and flexibility of the system in supporting inevitable changes, stating "the ability to unconfirm an appointment is a big added bonus for us."

In addition to the CRM's custom dashboard, which he's configured to view his team's key performance metrics in real-time, he also utilizes DealerSocket's mobile sales app to keep tabs on activity.

"I use the mobile app to manage my appointments on the fly when I'm not in front of the computer or when I want to see what's coming in a little bit later or how many store visits we've had."

Adam attributes his continued success with DealerSocket CRM to his progressive nature and desire for excellence, sharing that, "as with anything, it is what you make of it." His rigorous approach to CRM software is no doubt the same approach that fosters success for the Internet Sales department at Westbury Toyota.

Everything just flows. I can resolve an appointment in one step instead of four steps, like in the previous version of the CRM.

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