What are some of the common dealer management system customization mistakes and how to avoid them?

A dealer management system (DMS) is a software platform that helps dealerships manage their operations, from inventory and sales to service and accounting. A DMS can be a powerful tool to boost efficiency, profitability, and customer satisfaction, but it can also be a source of frustration and inefficiency if not customized properly. In this article, we will explore some of the common DMS customization mistakes and how to avoid them.

1 Choosing the wrong DMS provider

One of the biggest mistakes dealers can make is choosing a DMS provider that does not suit their needs, budget, or goals. Some DMS providers may offer a one-size-fits-all solution that does not allow much flexibility or customization, while others may charge extra fees for every customization request or update. Before selecting a DMS provider, dealers should do their research and compare different options, features, and costs. They should also look for a provider that offers reliable support, training, and integration services.

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Clive Jones

Parts Manager
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They should also consider that the system does the work for them rather than building spreadsheets and having to write reports.

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2 Over-customizing or under-customizing the DMS

Another common mistake is over-customizing or under-customizing the DMS. Over-customizing the DMS means adding too many features, functions, or fields that are not necessary or relevant for the dealership's operations. This can lead to confusion, clutter, and complexity, as well as increased maintenance and training costs. Under-customizing the DMS means not taking advantage of the features, functions, or fields that could enhance the dealership's performance, efficiency, or customer service. This can result in missed opportunities, wasted resources, and lower satisfaction. Dealers should aim for a balance between customization and standardization, and prioritize the most important and useful aspects of the DMS.

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Clive Jones

Parts Manager
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One of the best things I have found is setting kpis relevant to your business in the system that help you maintain standards.

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3 Not involving the end-users in the customization process

A third common mistake is not involving the end-users, such as salespeople, service technicians, or accountants, in the customization process. The end-users are the ones who will be using the DMS on a daily basis, and they have valuable insights and feedback on what works and what doesn't for their roles and tasks. By excluding them from the customization process, dealers risk creating a DMS that does not meet their expectations, needs, or preferences, and that may cause frustration, errors, or resistance. Dealers should consult with the end-users and involve them in testing, training, and feedback sessions.

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4 Not updating or reviewing the DMS regularly

A fourth common mistake is not updating or reviewing the DMS regularly. The DMS is not a static system that can be set up once and forgotten. It is a dynamic system that needs to adapt to changing market conditions, customer demands, business goals, and industry standards. Dealers should update their DMS with the latest software versions, security patches, and data backups. They should also review their DMS periodically to evaluate its performance, functionality, and usability, and to identify any issues, gaps, or improvements. By updating and reviewing the DMS regularly, dealers can ensure that it remains relevant, reliable, and efficient.

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5 Not training or supporting the staff adequately

A fifth common mistake is not training or supporting the staff adequately. The DMS is only as good as the people who use it. If the staff are not trained or supported properly, they may not be able to use the DMS effectively, efficiently, or confidently. They may also develop bad habits, make mistakes, or avoid using the DMS altogether. Dealers should provide adequate training and support for their staff, both during the initial implementation and on an ongoing basis. They should also encourage feedback, communication, and collaboration among the staff and the DMS provider.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are some of the common dealer management system customization mistakes and how to avoid them?

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1 Choosing the wrong DMS provider

2 Over-customizing or under-customizing the DMS

3 Not involving the end-users in the customization process

4 Not updating or reviewing the DMS regularly

5 Not training or supporting the staff adequately

6 Here’s what else to consider

Dealer Management

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