Is Your Dealership Still Offering a Generic Experience? Explore How Team Velocity’s Apollo® CXP Can Help Enhance Customer Experiences

In an era defined by the convenience of online shopping and on-demand services, consumers increasingly expect brand interactions to be personalized and frictionless. The automotive industry is no exception. More and more car buyers are seeking the same efficient, curated experiences they find on platforms like Amazon, where tailored recommendations appear quickly and transactions are completed seamlessly.

For dealerships looking to stay competitive, personalization is becoming a key standard. Team Velocity’s Apollo® Customer Experience Platform (CXP) aims to deliver personalization at scale to meet these evolving demands; many experts suggest that now is the time for dealers to invest in and prioritize seamless customer experiences.

The Growing Demand for Personalization in Car Buying

Automotive retail has experienced a notable shift in consumer behavior over the past few years. Data from S&P Global Mobility’s latest Vehicle Buyer Journey Study indicates that approximately 65% of U.S. vehicle buyers now either shop online or partially online, which marks a 17% increase in “online readiness” in just two years. Additionally, 61% of these shoppers report that having an online transaction option significantly influences their purchase decisions, even if only a quarter ultimately complete the entire process remotely.

Behind this surge is a blend of convenience and personalization, often referred to as the “Amazon Effect.” People have grown accustomed to being served more of what they need, often the moment they need it. When a dealership can strive to replicate that experience—by showcasing relevant vehicles, pushing out customized messaging and offers, and streamlining the purchase and service journey—it can spark buyer confidence and foster long-term loyalty. Failing to adapt could mean risking the loss of customers to competitors who deliver these high-touch, user-focused experiences. For car buyers investing in a major purchase, the freedom to browse, negotiate, and even finalize transactions online has increasingly become an expected standard.

The All-in-One Platform Powering Personalization

To address these evolving demands, dealerships may benefit from more than a patchwork of digital tools that can sometimes create disjointed experiences. Apollo®, Team Velocity’s all-inclusive CXP, aims to stand out in this aspect by integrating a dealership’s website, digital retailing operations, advertising strategies, and retention efforts into one connected platform.

Apollo seeks to dispense with the complexities of managing multiple vendor relationships. Instead of fragmented tools, it aims to deliver a cohesive, data-intelligent platform that strategically centers every customer interaction. Fueled by the dealership’s

DMS data, Apollo’s core innovation lies in creating Amazon-like personalization, where individual shoppers may receive content more closely tuned to their ownership phase and individual interests—from relevant vehicle suggestions and upgrade opportunities to customized service incentives and recall notifications.

Dealerships leveraging Apollo® have reported an average ROI of 14:1—a testament to the platform’s potential in harnessing real-time behavior data, automating outreach, and consolidating insights within a single system. This notable return appears to stem from Apollo’s ability to automatically deploy hyper-personalized messages across all marketing channels, aiming to seamlessly guide customers through a dedicated, personal website journey.

Coral Springs Honda’s partnership with Team Velocity highlights the potential of Apollo in action. Their integrated marketing strategy, powered by the full Apollo Customer Experience Platform, helped build a stronger connection with customers across their website, digital advertising, and retention programs. Apollo’s dynamic tech, paired with Team Velocity’s industry expertise, reportedly allowed Coral Springs Honda to optimize their budget, lowering monthly spending while achieving an increase in sales, earning them recognition as the #2 Honda dealer in the country. This focused approach delivered notable results, including:

• 12% engagement rate, reportedly three times the industry average
• 17% increase in website users year over year
• 33% increase in sales year over year
• 41% engagement-to-transaction rate
• A reported 12:1 ROI

These metrics suggest the potential of Apollo in driving dealership success through a unified, data-driven, customer-first approach.

Exploring Seamless Customer Experiences

Many of today’s leading dealerships are beginning to recognize that personalization extends beyond initial inquiries and vehicle sales. With Team Velocity’s Apollo CXP and its powerful analytics, dealers have the opportunity to identify factors that could influence each customer’s decision-making process and adjust their strategies to aim for stronger results. Every step of the ownership lifecycle—from initial browsing to first purchase to trade-in to routine maintenance—offers a chance to better engage customers with relevant, timely offers.

This level of customization might also help address some of the major pain points that have historically frustrated and discouraged car buyers. Instead of facing impersonal sales calls or navigating inconsistent messaging, shoppers could explore tailored digital showrooms at their own pace with more accurate and personalized information. If they choose to come in for a test drive or finalize a purchase on-site, staff members may have greater visibility into the customer’s behavior and preferences, which could help streamline the in-person experience.

Ultimately, choosing a platform like Apollo® goes beyond simply adopting new technology. For dealerships committed to establishing a more robust foundation for the evolving automotive retail landscape—one that proactively anticipates and fulfills shopper expectations—re-evaluating your solutions may be strategically imperative. Modern buyers increasingly expect relevant, convenient, and personalized experiences, and dealerships that embrace modern solutions are often seeing significant rewards.