Redacted - Driving an 86% Jump in Dealer Satisfaction
By Samuel Plumb
From 0 → 1 dashboard to AI-powered insights in seconds
Impact
Dealer CSAT jumped 38% → 71%
Reporting moved into meetings (not prep)
Dealers now base decisions on data, not instinct
SaaS AI feature integrated seamlessly into workflows
The Problem
Dealers couldn’t generate fast, reliable reports
Aging stock + slow insights = lost margin
Manual reporting wasted hours
Discovery
Interviews: dealers wanted answers, not dashboards
Trust required linking outputs to source data
Adoption needed low-friction, in-flow design
Design Guardrails
Outputs always traceable
Entry point intuitive, minimal friction
Context auto-detected (Inventory, Finance, etc.)
Final Solution
Floating input button (bottom-centre) → expand to overlay
Text + voice prompts → instant insights, charts, PDFs
Contextual AI tied to current dataset, switchable
Chat history: private/team, pick up past convos
Outputs: short text answers, deeper insights via links
Result
86% jump in satisfaction
Hours saved in reporting
Dealers felt the DMS was “complete” with built-in insights
Key Learning
Dealers didn’t want AI. They wanted speed, clarity, and trust delivered directly in their workflow.
