How AI Can Address Truck Dealership Operational Challenges

AI is transforming how dealers sell and service trucks by reducing friction, speeding up processes, and ultimately providing a better experience for customers. In fact, CDK research shows that 68% of dealers say AI has positively impacted their businesses.

Adoption is growing, yet many dealers are still determining where AI can make the biggest impact. Here are some of the operational areas where AI delivers the most value for truck dealerships: 

Streamline Service Department Operations

The Service department is a great place to start deploying AI. Using it to answer phone calls, schedule appointments and follow-ups reduces wait times and eliminates customers' frustrations with phone trees and long hold times. Customers can book appointments at any time, day or night, helping them feel more in control. 

Additionally, using AI to automate appointment reminders and other follow-ups reduces the workload of Service department personnel, allowing them to focus more on interacting with customers in the shop. For fleet customers, automated reminders help them stay up to date with preventative maintenance.

Enhance Inventory Management

Knowing which parts to stock, and when, is an ongoing challenge that dealerships face. Agentic AI can analyze historical data, current market trends, and repair and maintenance histories to recommend optimal inventory levels. Parts availability prevents repair delays, reducing fleet downtime.

AI can also help Parts Managers adjust for seasonal demand spikes, shifts in buying habits, and vehicle breakdown trends. Having the right parts in stock is only half the battle; the parts have to be priced properly as well, especially given the thin margins on parts. Using market demand data, competitor pricing and customer interest, agentic AI can make real-time pricing recommendations too.

Improve the Customer Experience

Today’s truck buyers expect a seamless experience with your dealership whether it's online or onsite. AI-powered chatbots can help customers on a dealership's website by answering questions or guiding them through the parts ordering and buying process. When these tools encounter a question they're unable to answer, they can escalate it to dealership staff. AI captures every lead and inquiry, even after hours. 

AI also enhances personalization. Tailored email and text messages keep customers engaged with relevant information based on their ownership or service needs. 

Navigate the Road Ahead

It's important to remember that AI doesn't replace dealership staff. Dealerships get the best results when they use AI to automate time-consuming and mundane tasks, so employees can focus on higher-value activities like relationship-building and engaging with customers.

A recent Forbes article reinforces this point: “Dealers who want to remain ahead of the curve should consider how to adopt AI and machine learning tools — because their competitors are doing so.” The article goes on to note that, "The right AI tools can help dealers become more competitive, allowing them to achieve their goals of higher sales, increased customer retention, more efficient administration, and better customer experiences.”

AI can deliver measurable gains in efficiency, inventory management and communication. When coupled with solutions from CDK, these tools can drive consistent success across all areas of operation. Dealers who start now will be better positioned to outperform competitors and meet the rising expectations of today's buyers.