The managers of Bryan Honda partnered with Reynolds and Reynolds to create the first “Vision” dealership, a strategy that could turn the Fayetteville, N.C. store into a standard bearer for customer service and engagement.
Courtesy Bryan Honda
FAYETTEVILLE, N.C. — Dealer software provider Reynolds and Reynolds and Bryan Honda have partnered to convert the Fayetteville, N.C. store into the world’s first “Vision” dealership. The project centers on a new solution that will capture each new customer and track their needs and any actions taken on their behalf throughout the dealership.
Bryan Honda is North Carolina’s oldest Honda dealership, but under the leadership of third-generation manager Eason Bryan, General Manager Tim Roussell and Chief Digital Officer Rico Glover, the store has launched a series of dynamic digital marketing and sales strategies that have put it on the leading edge of dealer innovation. Glover and Roussell were profiled in the November 2015 issue of Auto Dealer Today.
“I think of Bryan Honda and Reynolds and Reynolds as Version 3.0,” Eason said. “If you don't have a connected and automated sales and customer retention process that contains all the pieces like the Bryan Honda and Reynolds and Reynolds Vision dealership, then you're giving up a lot of sales and repeat business. We're now not just offering sales, service, body shop and marketing departments. Every single transaction is connected in real time for the dealership to give the client the best experience.”
The process of creating the first Vision dealership began more than a year ago. Roussell said the new strategy will demonstrate a genuine concern for the needs of every prospect and customer while streamlining the purchasing and response processes. The ultimate goal is a completely paperless buying process managed with electronic tablets and pads.
“Until you look at a customer holistically, you will not be able to optimize the relationship,” Roussell said.