Challenge
Lexus of Lehigh Valley’s main objective was to create an experience that allowed their customers to transact remotely. They wanted to service people without having them come into the store.
Solution
By leveraging Upstart Auto Retail’s online platform, Lexus of Lehigh Valley turned their store into a completely digital location where customers had one point of contact and could complete the entire car-buying experience without ever stepping foot into their store.
About Lexus of Lehigh Valley (LoLV)
LoLV creates exceptional moments that show customers and employees the utmost respect and care. They’re focused on attention and believe that everyone deserves to be treated with focus and car.
It’s magical the way that Upstart Auto Retail’s online platform draws customers through transactions. I’ve never had so many people say ‘this is the best purchase experience I’ve ever had’ or ‘your tool works so much better than everyone else’s.’ The best is always seeing emails that inform us we have a new car purchase in our CRM.
Results
67.3%
Delivery of vehicles without customers needing to come to the store
$1,600
Obtained by a new employee in one month with F&I and PVR per vehicle
+
Increase in employee confidence when building deals
$1,612
a one month combined PVR
Customer-centric experience
One of the main reasons Lexus of Lehigh Valley selected Upstart Auto Retail was that they found the platform to be the most customer-friendly digital retail solution on the market.
Anderson states, “Considering what the customer wants improves everything. It changes the way you do business completely. Upstart Auto Retail has allowed us to realize our objective of transacting remotely. We wanted to service people without having them come into the store, and the platform helped make that goal into a reality for us. Now we’re able to service people on their terms, creating the most convenient experience for customers as possible.”
Upstart Auto Retail has streamlined the car-buying process so much so that Lexus of Lehigh Valley’s walkin traffic is practically nonexistent. Customers can simply show up to pick up their vehicles that they configured online, or the dealership has the car shipped directly to the customer’s preferred location. In fact, 67.3% of their vehicles are now delivered to the customer without them ever coming into the store.
Upstart Auto Retail allowed us to realize our objective of transacting remotely. We wanted to service people without having them come into the store, and the platform helped make that goal into a reality for us. Now we’re able to service people on their terms, creating the most convenient experience for customers as possible.
With Upstart Auto Retail, we’ve been able to give our people the right tools, skills, and assets to serve customers,” said Anderson. “One of our newest employees, who has been with us for only 4 months, was able to sell 19 cars in a month with F&I and PVR of over 1,600 dollars per vehicle. Without Upstart Auto Retail, she wouldn’t have been able to realize such great success so quickly. The tool eradicates the need to be taught how to structure a deal. It happens in front of you; all you have to do is plug in the information.
Easy to onboard and train salespeople
Upstart Auto Retail took the most challenging parts of the selling process and simplified them, helping sales teams onboard faster and more efficiently. One of the most challenging training points for a salesperson is understanding how to structure a deal. In fact, the typical timeframe before a sales consultant can reach a level of competency is four to six months. With Upstart Auto Retail, Lexus of Lehigh Valley reduced the time it takes for salespeople to learn how to structure deals, and they’ve been highly productive in a 60-day timeframe.
Download the full Lexus of Lehigh Valley case study
