Key Roles and Responsibilities in Automotive Cloud

Manages multiple dealers and tracks compliance and performance.

Dealer principals assess key performance metrics (KPIs) such as lead conversion rate, new vehicle sales, sales agreements compliance, age of inventory, and revenue margins. Based on the analysis, they can plan dealer visits, review incentive structures, organize salesperson trainings, and revise targets.

Improves dealer experience and increase customer loyalty.

Chief experience officers work closely with marketing teams to segment leads and create personalized journeys and offers, engage dealers with relevant and timely information about vehicles, and communicate critical recalls and service schedules.

Provides timely support to customers and dealers.

Service operations managers contextualize customer interactions based on information gathered from the vehicle console and service console. They can create action plans and follow up on interactions, cases, and milestones.

Leads the sales team and ensure that company goals are met.

Territory sales managers, such as district sales managers, are responsible for planning the list of sales KPIs that help in evaluating dealer sales, conducting sales training, and setting up sales targets. They’re also involved in vehicle and spares forecasting and managing new programs for vehicles and spares.

Provides timely support to customers and dealers on how to effectively service and repair vehicles.

Technical service specialists analyze knowledge base information, checks the service history of a vehicle, and telematics information to plan repairs and scheduled maintenance. They’re also responsible for providing information on compatible parts and accessories for vehicles, and suggesting upgrades and replacements.

Manages communication with dealers and assist with product knowledge, procedures, and sales queries.

Service representatives manage incoming and outgoing communication with dealer representatives. They can resolve queries related to claims, vehicle deliveries, parts replenishment, or product knowledge. They also upsell products and plan visits to dealer locations to carry out audit tasks.

Tracks sales, inventory, and pipeline for a specific dealership.

Dealer representatives have visibility into vehicle inventory, leads, sales, service, and spare parts sales. They follow up on leads, organize test drives, book appointments for customers, and offer right vehicles to the right customers at the right time.

Offers in-depth advice on service and maintenance strategies to maximize customer retention and drive profitability.

Dealer service executives view service schedules that are shared by the OEM and by the customers. They procure parts and raise requests for product transfers from other dealerships to fulfill orders for delivery or installation. They also track warranties and come up with periodic plans for body work, cleaning, and maintenance.

Maximizes portfolio and vehicle lifetime value by determining the next best action for a vehicle.

Financial officers are responsible for submitting proof-of-sales and retail delivery reports to the OEM. They also help with offering car financing to customers, extending service contracts, and analyzing rebates and incentives offered by the OEM.

Manages communication with customers in call centers and assist with their queries and complaints.

Service agents are the points of contact between customers and service technicians. They make informed recommendations to customers based on the vehicle history, previous cases, and parts requirements.

Monitors inventory and develop improvement plans for developmental efficiency.

Sales and operations managers find ways to increase collaboration between dealers and OEMs, and dealers and customers. They manage budgets and forecasts, perform quality controls and monitor production KPIs, and train and supervise staff.