Cox Automotive Delivers a 5-Star Client Experience
At Cox Automotive, exceptional service isn’t a promise – it’s what we deliver. We’re combining technological innovations, highly skilled people, and continuous improvements to deliver a dealer experience that’s fast, effortless, and focused on what matters most: helping you serve buyers and grow your business.
“The technology work that we have done should be seamless for a dealer. They shouldn’t have to worry how we make the sausage behind the scenes… They want us informed, ready, and able to help manage change when we implement a new solution.”
— Mandi Fang, SVP Client Operations
1) Friction Disappears So the Experience Shines
From AI assisted workflows to smarter diagnostics, we’ve designed our solutions to remove hassle from your day. What you experience is a confident and informed team, crisp implementations, and change management support that sticks.
“That is where the AI innovations and all of the technology work we’ve done should be seamless for a dealer… they want us informed, ready, and able to help manage change when we are implementing a new solution.”
— Mandi Fang, SVP Client Operations
What this looks like for dealers:
- Proactive insights and faster answers, without the back and forth
- Implementations led by teams who show up prepared, with your business context in hand
- Fewer disruptions as we roll out new capabilities
2) Speed That Protects Every Sale
Your time is money and speed matters. We’ve invested heavily in people, processes, and technology to drive down resolution times so you can keep selling.
“We’re down a half a day from this time last year on how fast we resolve problems. That could mean an extra sale, and that’s important to our dealers.”
— Scott Thomas, AVP Customer Care
Why it matters: Half a day saved in response times can be the difference between capturing a buyer’s momentum or missing it. Our goal is simple: keep your business moving.
3) Best-in‑Class Onboarding and Learning That Never Stops
Dealers tell us our onboarding experience leads the industry, but our support doesn’t stop there. We offer 24/7 learning options, live instruction, and responsive support so your teams can grow their skills and get the most from your investment.
What we offer dealers:
- Industry-leading onboarding satisfaction
- 24/7 Learning Management System (LMS) for on-demand training
- Instructor led‑ webinars for deeper dives and team ramp-ups
- A great support center that’s here when you need help
“Cox Automotive has the highest customer satisfaction for onboarding in the industry—and it doesn’t stop there. We have a learning management system available 24/7, instructor-led webinars, and a great customer care center to help our customers continue to learn and grow with us.”
— Susan Moll, VP Implementation
4) We’re Listening and Acting on Dealer Feedback
Feedback isn’t a survey result to us – it’s our roadmap. We continuously remove redundant steps, simplify processes, and execute improvements that help you reach value faster.
“Dealers have told us that 90% of the time they are highly satisfied with the support they’re getting—and that tells us everything we’re doing is making a difference. Taking everything we can out of the process to get the solution in their hands faster has made a difference. They’re telling us that, and that work will continue.”
— Mandi Fang, SVP Client Operations
Our continuous improvement loop:
- Listen through support interactions, surveys, and success reviews
- Identify friction points and remove redundant steps
- Roll out updates and measure impact
- Repeat—because your needs evolve, and so do we
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