Innovation
Building a fully remote finance department.
Chris Lasko | General Sales Manager | BMW of Pittsburgh
The Problem: At BMW of Pittsburgh, the expectation that F&I managers had to work in person at the dealership created coverage gaps. A vacation, sick day, resignation, or unusually busy day could stall dealers and affect the customer experience.
Results: Chris led the transition to a fully remote finance department. By partnering with a third-party remote finance team and helping the dealership adapt to a new process, he created a timelier, more consistent F&I experience for customers.
The dealership can now maintain coverage throughout the day without relying on a single in-store manager. The change has improved customer interactions and finance performance, including more than doubling product gross per unit.
Chris’s donation will go to the Andrew Carnegie Free Library and Music Hall, which builds community through the library, theater, and historic sites.
Impact
Leveraging video walkarounds and introductions to engage leads.
Randy Carlton | General Manager | Volvo Cars Bellevue
The Problem: Volvo Cars Bellevue found that some shoppers felt disconnected from the sales team, making it more difficult to convert leads into sales.
Results: Randy established a process in which salespeople email or text every lead a personalized walkaround video. Each video highlights the customer’s vehicle of interest and introduces the salesperson who will assist them.
The videos help the sales team build trust and establish an immediate personal connection. Since implementing the process, the dealership has improved its lead response rate by more than 300 percent and achieved a lead-to-appointment ratio of approximately 70 to 80 percent. Customers have responded positively to the personal touch, and the dealership has also improved its CSI score.
Randy’s donation will go to the American Foundation for Suicide Prevention to support its mission of saving lives and helping people affected by suicide.
