Oct 20, 2022

A Better Customer Experience; New DMV Specialists

Driveway Experience Center

LAD’s Driveway brand took a significant step in mid-July with the launch of the first-of-its-kind Driveway Experience Center. The physical manifestation of everything the Driveway brand exemplifies, the new Experience Center transformed Portland Chrysler Dodge Jeep Ram with a brand-new sales process offering customers an easier, more transparent buying experience.

The new experience starts with having one price upfront on the vehicle, so there’s no negotiating and customers know exactly what they’ll be paying. It also means having a single point of contact throughout the entire sales process. It is a convenient, empowering, and flexible way of doing business, built around the Driveway brand promise ­of putting customers in the driver’s seat.

For the transition, Driveway leaders and associates spent time being trained on this new customer-driven sales process, learning new software, F&I products, and processes to facilitate enhanced customer outreach. Together, they have adopted a whole new way of providing personal transportation solutions wherever, whenever, and however our consumers desire.

Investing In CRM

To support the improved customer experience – and enhance the speed and quality of our customers’ experiences nation-wide – LAD also launched a state-of-the-art customer relationship management (CRM) tool, Freeway. Built on the industry-leading Salesforce platform, Freeway will help us continue to meet our consumers’ needs at every stage of the purchase and ownership process.

Prior to the launch of Freeway, it was apparent that further support was needed to make the sales process faster and easier, prompting the creation of a new role. A new group of DMV specialists were hired to support the use of Freeway and ensure DMV documents are handled with care.

Inspired by direct customer feedback, Freeway and our new DMV specialists will help us earn customers for life ­– and keep them at the heart of what we do.