Car Dealership Guy Podcast

"Half of their DMS is inactive!" – A Wakeup-Call for Service Drives and How to Bring Customers Back | Mark Altieri, EVP of Business Development at Zonic Design

5 snips
Dec 9, 2025
Guest
Mark Altieri
Mark Altieri, EVP at Zonic Design, dives into the untapped potential of fixed operations in dealerships. He reveals that many dealerships have a large number of inactive customers in their DMS and explains how communication gaps can drive customer defection. Mark introduces AI-driven solutions that streamline customer engagement and enhance retention. He also discusses the blend of AI and human agents, emphasizing the need for clear, tailored communication strategies to improve service experiences and boost profitability.
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INSIGHT

Inactive DMS Is Hidden Revenue

  • Many dealerships have huge inactive DMS segments that represent lost revenue opportunities.
  • Re-engaging those inactive customers hinges primarily on improving communication and reducing friction.
ADVICE

Use Multiple Channels And Fix The Return Path

  • Deploy multiple outbound channels like mail, voice, text, and digital to reach customers.
  • Prioritize the return path so inbound responses are answered quickly and painlessly.
ADVICE

Catch Calls Instantly With Booking AI

  • Implement an AI booking assistant to catch and process appointment calls immediately.
  • Let the AI handle initial booking so your BDC can focus on higher-value tasks.
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