Dealer Insights Podcast

Host Michael Donovan welcomes Strolid Founder and CEO Vin Micciche to discuss practical applications of ChatGPT and AI tools for automotive dealers who want to start leveraging artificial intelligence today. The conversation covers how dealers can begin using AI for marketing content creation, data analysis, and operational efficiency without overhauling their entire business model, emphasizing that AI should empower teams...

Host Michael Donovan welcomes Strolid Founder and CEO Vin Micciche to dissect actionable strategies for dealerships to thrive in an evolving automotive landscape. Vin emphasizes human-centric AI adoption, arguing that tools like conversational analysis and CRM automation should enhance and replace staff capabilities. He critiques over-reliance on IVR systems and “hype-driven” AI solutions. He advocates for systems prioriti...

Host Michael Donovan welcomes Strolid Vice President of Product Development Matt Watson to explore how conversational data reshapes dealership strategies by unlocking previously inaccessible customer insights. Watson details Strolid’s development of the vCon standard, an IETF global standard for structuring phone calls, texts, emails, and chats into searchable, actionable records (i.e., “robot food”). He contrasts traditio...

Host Michael Donovan welcomes Strolid CEO and Founder Vin Micciche to dissect the real-world implications of AI adoption in dealerships beyond vendor hype. Vin argues that AI’s actual cost isn’t just financial; it involves operational trust, team adaptability, and customer experience risks when deployed prematurely. He distinguishes between automation (rule-based workflows) and machine learning (adaptive systems), cautioni...

Vin Micciche analyzes the hidden costs of in-house BDCs (staff turnover, tech fragmentation) versus the ROI of outsourcing. Vin breaks down how Strolid’s centralized model reduces overhead by 30-40% while improving lead-to-appointment conversion rates, citing a 12-month ROI case study where dealers gained $18 in profit for every $1 invested. The episode also critiques “budget BDC” solutions that sacrifice customization for...

Vin Micciche and Thomas McCarthy-Howe return to unpack AI-driven strategies for cutting lead response delays and hyper-personalizing interactions. The episode details Strolid’s co-pilot system, which equips agents with real-time inventory/credit data during calls and AI-powered dynamic scripting that adapts to customer sentiment. Case studies reveal how unified conversation histories reduce “tower” handoff delays by 40% an...

Vin Micciche and Strolid CTO Thomas McCarthy-Howe dissect how AI enhances rather than replaces human empathy in dealership communications. The conversation highlights AI’s role in sentiment analysis during calls, automating CRM note-taking to free agents for complex interactions, and using conversation history to personalize follow-ups. Thomas emphasizes Strolid’s “robot food” philosophy: AI ingests data to empower agents,...

Strolid CEO Vin Micciche explores how integrated BDC strategies elevate dealership-customer relationships. The episode emphasizes the critical role of rapid phone response times (under three rings) in preventing customer defection, proactive service appointment management, and leveraging post-purchase lifecycle engagement to boost retention. Key examples include using service BDCs to reduce advisor burnout and deploying re...

Vin Micciche raises operational pragmatism in dealership operations. He argues against chasing unrealistic 100% satisfaction metrics, advocating for standardized processes that deliver consistent 80-90% reliability across call response times, follow-up cadence, and issue resolution. The episode highlights how Strolid’s “tamper-proof” reporting identifies actionable friction points without overwhelming staff. Key takeaway: ...

Vin Micciche breaks down the operational intricacies of modern service departments. The episode covers Strolid’s eight-page onboarding process for aligning BDC agents with dealer-specific workflows, optimizing scheduler capacity to reduce “declined appointment” rates, and bridging communication gaps between sales and service teams. A case study reveals how proactive recall management campaigns can boost warranty revenue by...

Vin Micciche explores the transformative role of service BDCs in retaining loyal customers. He discusses strategies for managing appointment overflow, reducing advisor burnout through empathetic call handling, and using CSI-focused follow-ups to mitigate negative surveys. Vin highlights how missed calls directly correlate with customer defection to competitors. Key takeaway: “Answering a service call in under three rings i...

Strolid CEO and Founder Vin Micciche discusses leveraging BDC operations as a diagnostic tool for dealership health. Vin explains how analyzing lead volume, CRM consistency, and appointment show rates exposes systemic issues like pricing misalignment, inventory gaps, or marketing inefficiencies. He emphasizes the importance of separating third-party lead performance from organic sources to set realistic conversion benchmar...

In this episode, Vin Micciche details how effective BDCs optimize pricing strategies, appointment reliability, and process alignment. He explains how Strolid’s agents use dynamic scripting to qualify buyer budgets, match inventory to needs, and instantly hand off “hot” leads to sales teams. Vin also advocates for BDCs to bridge silos between sales and service, sharing metrics where lifecycle follow-ups boost service retent...

Vin Micciche addresses the persistent challenge of turnover in dealership BDCs. Vin shares Strolid’s retention strategies, including capped 40-hour workweeks, clear career pathways, and a “hire nice people, then train” philosophy. He critiques traditional sales-driven cultures that burn out staff and highlights how structured training and empathetic leadership reduce attrition. Valuable insight: “Turnover isn’t inevitable;...

Vin Micciche explores the transformative potential of AI and automation in dealership communications. Vin clarifies the difference between AI (adaptive learning) and automation (rule-based tasks), showcasing how Strolid uses AI to analyze call sentiment and personalize follow-ups while reserving human agents for complex conversations. He debunks myths about AI replacing staff, arguing it instead frees teams to focus on hig...

Strolid CEO and Founder Vin Micciche dissects the financial and operational realities of building and maintaining a Business Development Center (BDC). Vin breaks down costs like physical space, technology integration, personnel management, and the hidden expenses of inconsistent processes. He contrasts in-house BDC challenges, such as staffing shortages and turnover, with outsourced solutions, emphasizing how Strolid’s cen...

In this episode, Vin Micciche introduces the concept of a Customer Lifecycle Center (CLC), a holistic approach to managing dealer-customer relationships beyond the initial sale. He outlines strategies for post-purchase engagement, such as proactive service scheduling, recall management, and loyalty-based retention campaigns. Vin underscores the profitability of treating customers as long-term partners, sharing metrics that...

Vin Micciche dissects the common pitfalls in dealership lead management, from delayed responses to misaligned sales and marketing teams. Vin explains how fragmented CRMs, over-reliance on third-party leads, and poor process accountability often sabotage conversions. He advocates for unified systems that track lead sources and outcomes and ongoing staff training to nurture prospects effectively. Valuable insight: “Lead hand...

Strolid CEO Vin Micciche explores the critical role of Business Development Centers (BDCs) in modern dealership success. Vin shows how top-performing BDCs combine prompt lead response, personalized communication, and data-driven follow-up to convert inquiries into appointments. He stresses the importance of balancing automation with human intuition, citing examples like tailoring responses to specific customer needs rather...