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How We're Embracing Digital Transformation in the Automotive Sector

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Adapting to Changing Consumer Demands

Delivering a seamless customer experience through a connected omnichannel approach is a priority for the Group in the current, connected age.

Changes in consumer behaviours are driving transformations across the automotive retail world. The way in which people buy cars, sell cars and book aftersales services is becoming increasingly digitally driven, and as such, the Group has developed a wealth of in-house technology, tools and software to keep up to speed with the 'always-connected' consumer. A great example of this is the Group's in-house CRM tool, Showroom, which is successfully used by colleagues across the business to manage the customer's journey through the sales funnel from initial enquiry through to delivery and beyond.

Putting Customers in the Driving Seat

Today's consumers are looking to have full access to the brands that matter to them, with the freedom to interact anytime and on any device, with the same outcomes. They expect companies to be able to provide this full brand experience through well integrated channels. This is why the Group is continually building its digital capabilities to create customer-driven experiences that surpass expectations.

Bristol Street Motors dealership
Vertu Motors staff photo

Enhancing Our In-House Capabilities

As a forward-thinking organisation, and to ensure Vertu Motors is ready for the future, the Group will continue to evolve through autonomy and innovation. That means developing best-in-class, fully integrated systems - to reduce reliance on third party software and tools. Managing these systems in-house allows the Group to provide maximum flexibility for customers, when browsing the website, collecting a car, or booking a service.

Buy Online with Click2Drive

An example of our digital excellence in action is the recently launched, Click2Drive tool. Click2Drive is the simple way to buy a car online, available through Bristol Street Motors, Macklin Motors and Vertu Motors.

Vertu Motors staff photo

Digital Transformation That Never Loses the Human Touch

Recognising the need for a responsive and engaging digital process to buy a vehicle online - but not at the cost of valuable, human interaction, Click2Drive includes a concierge team, known as Click2Drive Advisors, who are on hand to guide customers through their online buying journey. Customers can communicate with our advisors should they need any assistance, through any channel they are comfortable with, be that phone, live chat or video call.

A better experience for customers

The Group's suite of sector-leading technological systems that have been developed in-house help to deliver a better experience for customers no matter how or when they choose to interact with us. Offering this level of flexibility puts the customer in the driving seat when it comes to their buying, selling or servicing requirements, facilitating better outcomes all round.

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