{"id":10740,"date":"2025-09-04T12:05:42","date_gmt":"2025-09-04T16:05:42","guid":{"rendered":"https:\/\/www.coxautoinc.com\/retail\/?post_type=resource&p=10740"},"modified":"2025-09-05T18:24:02","modified_gmt":"2025-09-05T22:24:02","slug":"cox-automotive-delivers-5-star-dealer-experience","status":"publish","type":"resource","link":"https:\/\/www.coxautoinc.com\/retail\/resources\/cox-automotive-delivers-5-star-dealer-experience\/","title":{"rendered":"5\u2011Star Service, Powered by People + Technology: How Cox Automotive Delivers a Better Dealer Experience"},"content":{"rendered":"\n

Cox Automotive Delivers a 5-Star Client Experience<\/strong><\/h2>\n\n\n\n

At Cox Automotive, exceptional service isn\u2019t a promise – it\u2019s what we deliver. We\u2019re combining technological innovations, highly skilled people, and continuous improvements to deliver a dealer experience that\u2019s fast, effortless, and focused on what matters most: helping you serve buyers and grow your business.<\/p>\n\n\n\n

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\u201cThe technology work that we have done should be seamless for a dealer. They shouldn\u2019t have to worry how we make the sausage behind the scenes\u2026 They want us informed, ready, and able to help manage change when we implement a new solution.\u201d<\/em>
\u2014 Mandi Fang, SVP Client Operations<\/strong><\/p>\n<\/blockquote>\n\n\n\n

1) Friction Disappears So the Experience Shines<\/strong><\/h2>\n\n\n\n

From AI assisted workflows to smarter diagnostics, we\u2019ve 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.<\/p>\n\n\n\n

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\u201cThat is where the AI innovations and all of the technology work we\u2019ve done should be seamless for a dealer\u2026 they want us informed, ready, and able to help manage change when we are implementing a new solution.\u201d<\/em>
\u2014 Mandi Fang, SVP Client Operations<\/strong><\/p>\n<\/blockquote>\n\n\n\n

What this looks like for dealers:<\/strong><\/p>\n\n\n\n

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  • Proactive insights and faster answers, without the back and forth<\/li>\n\n\n\n
  • Implementations led by teams who show up prepared, with your business context in hand<\/li>\n\n\n\n
  • Fewer disruptions as we roll out new capabilities<\/li>\n<\/ul>\n\n\n\n

    2) Speed That Protects Every Sale<\/strong><\/h2>\n\n\n\n

    Your time is money and speed matters. We\u2019ve invested heavily in people, processes, and technology to drive down resolution times so you can keep selling.<\/p>\n\n\n\n

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    \u201cWe\u2019re down a half a day from this time last year on how fast we resolve problems. That could mean an extra sale, and that\u2019s important to our dealers.\u201d<\/em>
    \u2014 Scott Thomas, AVP Customer Care<\/strong><\/p>\n<\/blockquote>\n\n\n\n

    Why it matters:<\/strong> Half a day saved in response times can be the difference between capturing a buyer\u2019s momentum or missing it. Our goal is simple: keep your business moving.<\/p>\n\n\n\n

    3) Best-in\u2011Class Onboarding and Learning That Never Stops<\/strong><\/h2>\n\n\n\n

    Dealers tell us our onboarding experience leads the industry, but our support doesn\u2019t 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.<\/p>\n\n\n\n

    What we offer dealers:<\/strong><\/p>\n\n\n\n

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    • Industry-leading onboarding satisfaction<\/li>\n\n\n\n
    • 24\/7 Learning Management System (LMS) for on-demand training<\/li>\n\n\n\n
    • Instructor led\u2011 webinars for deeper dives and team ramp-ups<\/li>\n\n\n\n
    • A great support center that\u2019s here when you need help<\/li>\n<\/ul>\n\n\n\n
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      \u201cCox Automotive has the highest customer satisfaction for onboarding in the industry\u2014and it doesn\u2019t 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.\u201d<\/em>
      \u2014 Susan Moll, VP Implementation<\/strong><\/p>\n<\/blockquote>\n\n\n\n

      4) We\u2019re Listening and Acting on Dealer Feedback<\/strong><\/h2>\n\n\n\n

      Feedback isn\u2019t a survey result to us – it\u2019s our roadmap. We continuously remove redundant steps, simplify processes, and execute improvements that help you reach value faster.<\/p>\n\n\n\n

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      \u201cDealers have told us that 90% of the time they are highly satisfied with the support they\u2019re getting\u2014and that tells us everything we\u2019re 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\u2019re telling us that, and that work will continue.\u201d<\/em>
      \u2014 Mandi Fang, SVP Client Operations<\/strong><\/p>\n<\/blockquote>\n\n\n\n

      Our continuous <\/ins>improvement loop:<\/strong><\/p>\n\n\n\n

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      1. Listen through support interactions, surveys, and success reviews<\/li>\n\n\n\n
      2. Identify friction points and remove redundant steps<\/li>\n\n\n\n
      3. Roll out updates and measure impact<\/li>\n\n\n\n
      4. Repeat\u2014because your needs evolve, and so do we<\/li>\n<\/ol>\n\n\n\n

        Watch the Video<\/h2>\n\n\n\n\n