July 24, 2015—On Thursday, Infiniti announced the development and launch of a retail sales and service application, ICAR-X (Infiniti Client Acquisition and Retention Experience). The app aims to streamline the car-buying process.
ICAR-X enables Infiniti retailers to deliver a more efficient and premium sales experience using cutting-edge mobile technology. The app is designed to minimize known client “pain points,” system redundancies and significantly speed up the buying process.
The most critical aspect of the dealership experience is the time that clients spend in the store. Customer satisfaction is at its highest within the first 90 minutes of the day of purchase, according to a study by Autotrader Dealer Sourcing. That number begins to decline once the time spent in the store goes beyond an hour and a half. At two and a half hours, the satisfaction rate drops below a buyers’ average level of satisfaction. This fact has been backed up by J.D. Power 2014 U.S. Sales Satisfaction Index (SSI) Study, which also finds that customer satisfaction drops significantly after just two hours at the dealership.
“The total amount of time spent during the sales process is a critical driver of client satisfaction,” said Jon Finkel, global director of Infiniti Client Experience. ”Infiniti developed ICAR-X to eliminate many of the redundancies and inefficiencies inherent in today’s vehicle purchase process that typically frustrate clients. ICAR-X will lead the way to fundamentally change the car buying and selling process and set a new benchmark in luxury retail client service.”
The new app is available to Infiniti retailers for Apple and Android tablets and will be available soon on more mobile devices. For more information on ICAR-X, visit the company’s website.
