CRM Customer Relationship Management
Software that tracks every interaction with customers and leads. It's the single source of truth for your sales pipeline — a digital Rolodex that remembers every conversation.
Lead
A potential customer who has shown interest — filled out a form, called in, walked in, or messaged. Leads are the lifeblood of sales.
Pipeline
The visual stages a deal moves through: New Lead → Contacted → Appointment Set → Test Drive → Negotiation → Sold. A healthy pipeline always has deals at every stage.
Follow-Up
Any contact after the initial interaction. The #1 reason dealers lose sales is poor follow-up. A CRM automates reminders so no lead falls through the cracks.
Opportunity
A qualified lead with a real chance of buying. Once they express serious intent, they become an opportunity.
Contact Record
The complete profile of a customer: name, phone, email, vehicle interests, purchase history, every note from every interaction.
API Application Programming Interface
A way for two software systems to talk to each other automatically. When your website form sends a lead directly into your CRM — that's an API.
Private Integration
A custom-built connection between your CRM and another system built specifically for your dealership. Tailored to your exact workflow and data needs.
Webhook
An instant notification from one system to another when something happens. Real-time push updates instead of polling.
Automation / Workflow
A sequence of actions that happen automatically. "When X happens, do Y." Saves hours of manual work daily.
Drip Campaign
Pre-written messages sent over time to nurture leads not ready to buy. Keeps your dealership top-of-mind without manual effort.
AI Agent / AI Assistant
Software using artificial intelligence to handle tasks autonomously — qualifying leads, booking appointments, sending follow-ups. Works 24/7.
Usage Costs
Per-action cost of running AI. Every text, call, or lead processed costs a small amount.
Bottom line: 200 leads/month ≈ $50-150/month in AI usage vs $4,000+ for a BDC rep.
Token
The unit AI uses to measure text. ~1 token = 0.75 words. We handle this — you never need to think about it.
Training / Fine-Tuning
Teaching the AI your inventory, pricing rules, policies, and tone. This makes the AI sound like YOUR dealership.
BDC Business Development Center
The team responsible for handling inbound leads and setting appointments. AI handles 80% of BDC tasks at a fraction of the cost.
ILM Internet Lead Management
Handling leads from online sources. Responding within 5 minutes vs 30 minutes doubles your close rate.
DMS Dealer Management System
Core dealership software — inventory, accounting, F&I, service. Common: Reynolds & Reynolds, CDK, Dealertrack.
Speed-to-Lead
How fast you respond. Responding within 1 minute increases conversion by 391% vs waiting 30 minutes. AI makes sub-10-second responses possible.
Conversion Rate
Percentage of leads that become customers. Average: 8-12%. With CRM + AI: 18-25%.