{"version":"1.1.0","producer":"fm.getcarcurious","layer":"official","episode":{"title":"Why Dealers are Paying Ransom for their Own Customer Data | Matt Leone, CEO at DriveCentric","url":"http://getcarcurious.com/episodes/why-dealers-are-paying-ransom-for-their-own-customer-data-matt-leone-ceo-at-drivecentric","audioUrl":"https://chrt.fm/track/C6AG88/traffic.megaphone.fm/CREUR2298295368.mp3","description":"Today I'm joined by Matt Leone, CEO at DriveCentric.\n\nMatt breaks down why one dealer group ditched a $100,000 Salesforce contract they were barely using, why building your own software rarely pays off the way it promises, and why the next fight in the industry is over who actually owns the customer relationship.\n\n\n\nTopics:\n\n06:00 The Referee Analogy For Software.\n\n11:50 Consolidation Isn't Happening.\n\n18:30 You're Replacing 7 Vendors.\n\n24:50 Why They Sell You A Car Post-Purchase.\n\n35:10 Auto Is Still A Handshake Industry.\n\n\n\nThis episode is brought to you by:\n\n\n\n1. Digital Dealer - At Digital Dealer 2026, every session is built around the problems your dealership is actually facing. No theory, just real strategies that move your numbers. September 22-23 in Detroit. Register @ here.\n\n\n\n2.  Openlane - During DealerFest 2026, you’ll earn points for every vehicle you buy, sell and transport through OPENLANE in July. The more points you earn, the bigger prizes you can win.  Learn more @ here.\n\n\n\n3.  DriveCentric - DriveCentric puts dealerships in the Fast Lane to the Customer with a modern engagement platform built to move faster. 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In this segment, it’s referenced as an example of a dealer group that historically tried to keep systems “controlled and managed” internally rather than relying on outside software vendors.","simplifiedExplanation":"AutoNation is a big company that owns and runs lots of car dealerships. Here, they’re mentioned as an example of a dealer group that used to build and manage its own software instead of buying from outside companies.","sourceStartTime":77.0,"sourceEndTime":81.0}},{"id":494767,"startTime":82.9,"endTime":93.0,"type":"term","title":"best and breed software","url":"/glossary/best-and-breed-software","quote":"And then you started to see probably in the last 15, 20 years, more dealerships kind of\n[89.0s] say, hey, look, I'm going to go with best and breed software out there.","canonicalId":"term:best-and-breed-software","priority":0.55,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Best and breed software” means choosing specialized tools from different vendors, rather than using one all-in-one platform. For dealerships, that often means mixing CRM, marketing, inventory, and other systems to get the strongest feature set in each area.","simplifiedExplanation":"“Best and breed” means you don’t use just one software system for everything. Instead, you pick the best tools from different companies for each job a dealership needs to do.","sourceStartTime":82.9,"sourceEndTime":93.0}},{"id":494768,"startTime":93.0,"endTime":99.0,"type":"term","title":"AI evolution","quote":"And then all of a sudden this AI evolution came along and you've run the risk of...\n[99.0s] Vibe coding.","canonicalId":"term:ai-evolution","priority":0.6,"confidence":0.55,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“AI evolution” here refers to the rapid shift in how artificial intelligence is being developed and adopted in software. The speaker frames it as creating new risks for dealerships that rely on older approaches to building or integrating their own systems.","simplifiedExplanation":"They’re talking about how AI tools and software have been changing quickly. The point is that dealerships that built their own systems a certain way may struggle to keep up with what AI can do now.","sourceStartTime":93.0,"sourceEndTime":99.0}},{"id":494769,"startTime":99.0,"endTime":102.8,"type":"term","title":"vibe coding","url":"/glossary/vibe-coding","quote":"And then all of a sudden this AI evolution came along and you've run the risk of...\n[99.0s] Vibe coding.\n[99.6s] It didn't work with dealer groups building their own software.","canonicalId":"term:vibe-coding","priority":0.7,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Vibe coding” is a slang term for building software in a more informal, intuition-driven way—often with heavy reliance on AI/code-generation without rigorous planning, testing, or architecture. In this context, the speaker warns that it can be risky for dealer groups trying to scale or maintain complex systems.","simplifiedExplanation":"“Vibe coding” means writing software more by guesswork and quick prompts than by careful design and testing. The speaker is saying that approach can backfire, especially when dealerships need reliable systems.","sourceStartTime":99.0,"sourceEndTime":102.8}},{"id":494770,"startTime":129.7,"endTime":139.0,"type":"topic","title":"AI Builders","url":"/glossary/ai-builders","quote":"I mentioned this, but we have a channel in circles specifically dedicated to dealers\n[134.7s] who are building software.\n[135.7s] It's called AI Builders.","canonicalId":"topic:ai-builders","priority":0.35,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“AI Builders” is the name of a channel specifically dedicated to dealers building software. It’s presented as a community resource for dealership teams working on AI-related development.","simplifiedExplanation":"“AI Builders” is a group/channel where dealership people share and discuss building software, especially with AI. The host points to it as an active place to learn from others.","sourceStartTime":129.7,"sourceEndTime":139.0}},{"id":494771,"startTime":148.6,"endTime":151.1,"type":"term","title":"integrations","url":"/glossary/integrations","quote":"You could do it cheaper.\n[147.6s] You could avoid a lot of fees and costs and integrations.","canonicalId":"term:integrations","priority":0.45,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Integrations” are the connections between different software systems so they can share data and work together (for example, connecting a dealership’s marketing platform to its CRM or inventory tools). The speaker suggests that avoiding integrations can reduce costs and complexity.","simplifiedExplanation":"Integrations are how different software programs “talk to each other.” The speaker is saying you can avoid some extra work and expense by reducing how many systems you have to connect.","sourceStartTime":148.6,"sourceEndTime":151.1}},{"id":494772,"startTime":244.3,"endTime":252.0,"type":"term","title":"first party data","url":"/glossary/first-party-data","quote":"Dealing ships were saying, I want to control my first party data as my number one asset. I've all this DMS data, all this consumer data and 10,000 vendors have access to it.","canonicalId":"term:first-party-data","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"First-party data is information a company collects directly from its own customers or users (for example, through its own website, forms, or customer relationship systems). In the dealership context, it’s the dealer’s own customer records rather than data bought or shared from outside parties.","simplifiedExplanation":"First-party data is customer information a dealer collects directly itself. It’s the dealer’s “own” customer data, not data it gets from other companies.","sourceStartTime":244.3,"sourceEndTime":252.0}},{"id":494773,"startTime":251.7,"endTime":257.9,"type":"term","title":"DMS data","url":"/glossary/dms-data","quote":"I've all this DMS data, all this consumer data and 10,000 vendors have access to it. That's not good.","canonicalId":"term:dms-data","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"DMS data refers to information stored in a dealership management system (DMS). That typically includes customer records, leads, service history, and sales activity—making it central to how a dealer markets and manages customers.","simplifiedExplanation":"DMS data means the information inside a dealership’s computer system. It usually covers things like customer details, leads, and service or sales history.","sourceStartTime":251.7,"sourceEndTime":257.9}},{"id":494774,"startTime":257.9,"endTime":263.6,"type":"term","title":"ransomware","url":"/glossary/ransomware","quote":"And I'm paying ransomware to all these DMS providers to get access to my own data. That's not good.","canonicalId":"term:ransomware","priority":0.7,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Ransomware is malicious software that locks or encrypts data and demands payment to restore access. In this segment, it’s used to describe dealers being forced to pay to regain access to their own data held by vendors.","simplifiedExplanation":"Ransomware is a cyberattack where someone blocks access to your files and demands money to unlock them. Here, it’s being used to describe dealers losing access to their own customer data.","sourceStartTime":257.9,"sourceEndTime":263.6}},{"id":494775,"startTime":266.0,"endTime":290.6,"type":"term","title":"Snowflake","url":"/glossary/snowflake","quote":"They went off and built their data lakes, their snowflakes, their data bricks, their sort of environment... So I want to put it back in snowflakes.","canonicalId":"term:snowflake","priority":0.65,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Snowflake is a cloud data platform used to store and analyze data at scale. In this segment, it’s mentioned as a system dealers (or their vendors) use to manage and process customer data for reporting and marketing.","simplifiedExplanation":"Snowflake is a cloud service companies use to store and analyze data. Here, it’s being referenced as the place where dealers want their customer data to live so they can use it for reporting and marketing.","sourceStartTime":266.0,"sourceEndTime":290.6}},{"id":494776,"startTime":266.0,"endTime":270.9,"type":"term","title":"Databricks","url":"/glossary/databricks","quote":"They went off and built their data lakes, their snowflakes, their data bricks, their sort of environment to say, I want to control my data.","canonicalId":"term:data-bricks","priority":0.6,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Data bricks” refers to Databricks, a data engineering and analytics platform commonly used to process large datasets. The speaker groups it with other data infrastructure tools used to centralize and control data access.","simplifiedExplanation":"Databricks (what they call “data bricks”) is a tool for working with lots of data. It helps companies process and organize data so they can analyze it or build applications.","sourceStartTime":266.0,"sourceEndTime":270.9}},{"id":494777,"startTime":266.0,"endTime":270.9,"type":"term","title":"data lakes","url":"/glossary/data-lakes","quote":"They went off and built their data lakes, their snowflakes, their data bricks, their sort of environment to say, I want to control my data.","canonicalId":"term:data-lakes","priority":0.55,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A data lake is a centralized storage system that holds large amounts of raw data in its original format. Dealers use data lakes to consolidate customer and operational data so they can analyze it and build new tools on top.","simplifiedExplanation":"A data lake is a big storage area where you dump lots of data in one place. The goal is to keep it so you can analyze it later and build new reports or tools.","sourceStartTime":266.0,"sourceEndTime":270.9}},{"id":494778,"startTime":273.3,"endTime":277.6,"type":"term","title":"CDPs","url":"/glossary/cdps","quote":"And then CDPs popped up and said, okay, well, I'm going to have to cleanse this data. I'm going to put a CDP so I could then say, I have access to marketing on top of that data.","canonicalId":"term:cdps","priority":0.65,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"CDPs (customer data platforms) are systems that collect and unify customer data from multiple sources into a single profile. The segment describes using a CDP to “cleanse” data and then enable marketing and reporting on top of it.","simplifiedExplanation":"A CDP is a tool that brings customer information together from different systems. It helps clean and organize the data so marketing teams can use it more effectively.","sourceStartTime":273.3,"sourceEndTime":277.6}},{"id":494779,"startTime":753.4,"endTime":764.0,"type":"concept","title":"M&A","url":"/glossary/m-a","quote":"So routine is our process where your midsize groups, since they're doing a little bit of more M&A, they're seeing other vendors, they're getting different talent, they're seeing different things that work and don't work.","canonicalId":"concept:m-a","priority":0.25,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"M&A means mergers and acquisitions—when companies combine or one company buys another. In dealer groups, that can change how quickly they adopt new vendors and technology because larger organizations often have more stakeholders and approval steps.","simplifiedExplanation":"M&A means one company buying another or two companies combining. For car dealer groups, it can slow down decisions because there are more people involved and more systems to coordinate.","sourceStartTime":753.4,"sourceEndTime":764.0}},{"id":494780,"startTime":779.8,"endTime":792.0,"type":"term","title":"CRM","url":"/glossary/crm","quote":"It cannot be looked at where the most people look at a CRM, which is going to manage my sales team for new and used cars and manage my leads. That is the classic term for CRM since the 80s.","canonicalId":"term:crm","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"CRM stands for customer relationship management. In automotive retail, it’s the software dealers use to manage leads and track interactions with customers for both new and used car sales.","simplifiedExplanation":"CRM is software that helps a dealership keep track of customers and sales leads. It’s used to follow up, organize conversations, and manage the sales process for new and used cars.","sourceStartTime":779.8,"sourceEndTime":792.0}},{"id":494781,"startTime":899.6,"endTime":903.5,"type":"term","title":"FNI leads","url":"/glossary/fni-leads","quote":"I can manage my service leads. It can manage my FNI leads. It can manage my declined service leads.","canonicalId":"term:fni-leads","priority":0.45,"confidence":0.72,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"FNI here refers to finance and insurance leads—customers who may be targeted for add-on products sold through the finance office. The key point is that CRM-style engagement can cover these leads as well as service and sales leads.","simplifiedExplanation":"FNI means finance and insurance. It refers to the add-on products the finance office sells, and the leads for those products.","sourceStartTime":899.6,"sourceEndTime":903.5}},{"id":494782,"startTime":913.7,"endTime":916.4,"type":"term","title":"extended warranty","url":"/glossary/extended-warranty","quote":"913.7s] Extended warranty, a maintenance package. [916.4s] Why isn't it across the board used?","canonicalId":"term:extended-warranty","priority":0.4,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An extended warranty is an aftermarket warranty that extends coverage beyond the factory warranty period. Dealerships often sell it as part of the finance-and-insurance (F&I) menu, and it’s commonly tracked as a separate product category in lead management.","sourceStartTime":913.7,"sourceEndTime":916.4}},{"id":494783,"startTime":913.7,"endTime":916.4,"type":"term","title":"maintenance package","url":"/glossary/maintenance-package","quote":"Extended warranty, a maintenance package. Why isn't it across the board used?","canonicalId":"term:maintenance-package","priority":0.35,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A maintenance package is a bundled service plan—typically covering scheduled upkeep items for a set period or mileage. It’s another product category that can be marketed and tracked through dealership CRM and follow-up workflows.","simplifiedExplanation":"A maintenance package is a bundle of scheduled service work, like routine maintenance for a set time or mileage. Dealers sell these as a plan to keep customers coming back.","sourceStartTime":913.7,"sourceEndTime":916.4}},{"id":494784,"startTime":937.9,"endTime":942.7,"type":"term","title":"BDC","url":"/glossary/bdc","quote":"Let's stop thinking of sales and marketing as just the salesperson or your BDC.","canonicalId":"term:bdc","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"BDC typically means Business Development Center. In dealerships, it’s the team or function focused on lead handling and outbound/inbound customer engagement (often phone and email follow-up), which the speaker argues shouldn’t be the only lens for sales and marketing.","simplifiedExplanation":"BDC usually means the dealership’s business development team. They help contact leads and follow up so potential buyers don’t fall through the cracks.","sourceStartTime":937.9,"sourceEndTime":942.7}},{"id":494785,"startTime":947.0,"endTime":955.14,"type":"concept","title":"engagement platform","url":"/glossary/engagement-platform","quote":"And if you are an engagement platform and you're engaging with consumers, why am I only talking to the consumer one tenth of their journey that they do every five","canonicalId":"concept:engagement-platform","priority":0.4,"confidence":0.74,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An engagement platform is software designed to interact with customers across their buying journey—capturing and responding to actions like inquiries, service interest, and follow-ups. The speaker’s point is that if a tool is meant to engage consumers, it should cover more than just a tiny slice of their journey.","simplifiedExplanation":"An engagement platform is a system that helps a dealership communicate with customers throughout the whole process. The idea is that it shouldn’t only cover one small part of the customer’s journey.","sourceStartTime":947.0,"sourceEndTime":955.14}},{"id":494786,"startTime":1002.7,"endTime":1013.5,"type":"term","title":"VUCA","url":"/glossary/vuca","quote":"[1002.7s] Like I look at a funny term that I use throughout my whole career.\n[1006.1s] It's called VUCA.","canonicalId":"term:vuca","priority":0.25,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"VUCA is an acronym for volatility, uncertainty, complexity, and ambiguity. The speaker uses it as a framework for why change is difficult and why organizations need a mindset for rapidly shifting conditions.","simplifiedExplanation":"VUCA is a four-part acronym for volatility, uncertainty, complexity, and ambiguity. It’s a way to describe confusing, fast-changing situations where planning is harder.","sourceStartTime":1002.7,"sourceEndTime":1013.5}},{"id":494787,"startTime":1291.2,"endTime":1294.6,"type":"term","title":"fixed operations","url":"/glossary/fixed-operations","quote":"You have your fixed operations.\nYou have your FNAI department.\nYou have your parts.","canonicalId":"term:fixed-operations","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In a dealership, “fixed operations” refers to the service side of the business—typically service, parts, and sometimes collision/repair—rather than selling new or used cars. It’s called “fixed” because it’s tied to the dealership’s physical facilities and ongoing customer maintenance work.","simplifiedExplanation":"Dealers split their business into two big buckets. “Fixed operations” usually means the service and parts side—like repairs and maintenance—rather than selling cars.","sourceStartTime":1291.2,"sourceEndTime":1294.6}},{"id":494788,"startTime":1293.4,"endTime":1296.6,"type":"term","title":"FNAI department","quote":"You have your fixed operations.\nYou have your FNAI department.\nYou have your parts.","canonicalId":"term:fnai-department","priority":0.6,"confidence":0.55,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“FNAI” in dealership operations is commonly used to mean Finance, New/Used, and Insurance—i.e., the department that handles financing paperwork and add-on products like warranties and insurance during the vehicle purchase process. It’s a key step in converting a sales lead into a completed deal.","simplifiedExplanation":"Dealers often have a finance-and-paperwork team. “FNAI” is shorthand for the department that helps arrange financing and related add-ons when you buy a car.","sourceStartTime":1293.4,"sourceEndTime":1296.6}},{"id":494789,"startTime":1308.9,"endTime":1312.8,"type":"term","title":"opt-in, opt-out","url":"/glossary/opt-in-opt-out-385805bd-86e5-4cc9-87e9-b670db249b5a","quote":"All of them talking to a customer, all with different payment processes,\nall with different communication, opt-in, opt-out.","canonicalId":"term:opt-in-opt-out","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Opt-in” and “opt-out” are consent controls for marketing communications. Opt-in means the customer must agree to receive messages; opt-out means they can withdraw consent, and the dealership must respect that preference across all channels.","simplifiedExplanation":"These are customer permission settings for marketing messages. Opt-in means they agree to get them, and opt-out means they can stop them—so the dealership has to follow the customer’s choice.","sourceStartTime":1308.9,"sourceEndTime":1312.8}},{"id":494790,"startTime":1330.0,"endTime":1335.3,"type":"term","title":"system of record","url":"/glossary/system-of-record","quote":"If we don't directly manage it, how do we integrate it\nwhere we become the system of record?","canonicalId":"term:system-of-record","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “system of record” is the single authoritative source for a customer’s data. The speaker is arguing that dealerships need one system that truthfully owns customer engagement and preferences, rather than having different departments each maintain their own version.","simplifiedExplanation":"A “system of record” is the one place that’s considered the official truth for customer information. The goal is to avoid having different departments store conflicting customer details.","sourceStartTime":1330.0,"sourceEndTime":1335.3}},{"id":494791,"startTime":1335.3,"endTime":1338.2,"type":"concept","title":"connect sales and service","url":"/glossary/connect-sales-and-service","quote":"The pain point is, how do I connect sales and service?\nHow do I connect sales to FNAI to service?","canonicalId":"concept:connect-sales-and-service","priority":0.45,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Connect sales and service” describes linking the dealership’s customer journey across departments—so the same customer data and communication preferences follow them from buying a car into maintenance visits. The aim is to reduce repetitive, salesy outreach during service and instead coordinate offers based on context.","simplifiedExplanation":"The idea is to make sure the dealership treats you as one customer across both buying and service. Instead of sales and service acting separately, they should coordinate so messages make sense when you’re in the shop.","sourceStartTime":1335.3,"sourceEndTime":1338.2}},{"id":494792,"startTime":1363.2,"endTime":1383.2,"type":"term","title":"fragmentation","url":"/glossary/fragmentation","quote":"You're left with systems that aren't talking to each other,\n[1383.2s] fragmentation, silo departments, it's got to be a better way.","canonicalId":"term:fragmentation","priority":0.45,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealership and automotive software, “fragmentation” means customer and operational data is split across multiple disconnected systems. That prevents a unified view of the customer and makes it harder for departments to coordinate.","simplifiedExplanation":"“Fragmentation” here means the dealership’s computer systems don’t share information with each other. So different teams end up working with separate, incomplete data.","sourceStartTime":1363.2,"sourceEndTime":1383.2}},{"id":494793,"startTime":1369.0,"endTime":1377.9,"type":"concept","title":"monopoly on the system","quote":"There's 23 decades worth of auto tech that's spung up\n[1369.0s] with four or five prominent players that have had a monopoly on the system\n[1373.0s] for quite some time, tapped acquiring companies, never stitched them together.","canonicalId":"concept:monopoly-on-the-system","priority":0.35,"confidence":0.62,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The phrase “monopoly on the system” is used to argue that a small number of major vendors controlled key parts of the dealership data/workflow ecosystem. That kind of control can slow integration and keep systems from “stitching together.”","simplifiedExplanation":"He’s saying that a few big companies controlled the main tools and data pathways dealerships rely on. When that happens, it’s harder for newer tools to connect everything together.","sourceStartTime":1369.0,"sourceEndTime":1377.9}},{"id":494794,"startTime":1383.2,"endTime":1386.6,"type":"term","title":"silo departments","url":"/glossary/silo-departments","quote":"You're left with systems that aren't talking to each other,\n[1383.2s] fragmentation, silo departments, it's got to be a better way.\n[1386.6s] And so there's a lot of cool new tech companies that have sprung up,","canonicalId":"term:silo-departments","priority":0.4,"confidence":0.84,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Silo departments” describes an organization where teams operate independently and don’t effectively share information. In dealerships, this can slow down follow-up and reduce the quality of the customer experience.","sourceStartTime":1383.2,"sourceEndTime":1386.6}},{"id":494795,"startTime":1423.1200000000001,"endTime":1426.48,"type":"car","title":"Ford Bronco","url":"/cars/ford/bronco","image":"https://upload.wikimedia.org/wikipedia/commons/a/a3/1994_Ford_Bronco%2C_Rear_Right%2C_06-16-2020.jpg","quote":"I bought my son a Ford Bronco recently, just turned 17.\n[1426.7s] I bought him a Ford Bronco.\n[1428.4s] When I go in to buy a car, of course, I'm doing the digital as much as I can.","canonicalId":"car:ford:bronco","priority":0.55,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Ford Bronco is a modern SUV built around off-road capability, with a body-on-frame heritage and strong trail-focused hardware. In this segment, the host uses it as a real-world example of how a consumer is buying a car using digital tools.","simplifiedExplanation":"The Ford Bronco is a rugged SUV that’s meant for off-road driving. Here, it’s just an example of a car he bought using the kind of digital shopping process dealerships want to support.","imageAttribution":"SsmIntrigue (CC BY-SA 4.0)","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:1994_Ford_Bronco,_Rear_Right,_06-16-2020.jpg","sourceStartTime":1423.1200000000001,"sourceEndTime":1426.48}},{"id":494796,"startTime":1583.44,"endTime":1587.6,"type":"term","title":"digital retailing","url":"/glossary/digital-retailing","quote":"[1583.4s] software or that software for your website or your digital retailing.\n[1587.6s] And you're not going to get co-op for this or that.","canonicalId":"term:digital-retailing","priority":0.55,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Digital retailing is the online process of researching, configuring, and purchasing a vehicle—often including trade-in estimates, financing steps, and submitting an order electronically. In dealer contexts, it’s the software-driven “buying journey” that replaces parts of the traditional in-store workflow.","simplifiedExplanation":"Digital retailing just means buying a car online. Instead of doing everything in the dealership, you use a website or app to go from browsing to placing an order.","sourceStartTime":1583.44,"sourceEndTime":1587.6}},{"id":494797,"startTime":1587.6,"endTime":1590.0,"type":"term","title":"co-op","url":"/glossary/co-op","quote":"[1587.6s] And you're not going to get co-op for this or that.\n[1590.0s] And I need all the data sent back.","canonicalId":"term:co-op","priority":0.35,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Co-op (cooperative advertising) is marketing money shared between an OEM and a dealer group. When the speaker says you won’t get co-op for “this or that,” they mean certain marketing or software-related activities may not qualify for reimbursement.","simplifiedExplanation":"Co-op is shared advertising funding. It’s money the car brand and the dealer split, and some activities don’t qualify to get that help.","sourceStartTime":1587.6,"sourceEndTime":1590.0}},{"id":494798,"startTime":1598.7,"endTime":1614.9,"type":"term","title":"OEM","url":"/glossary/oem","quote":"[1598.7s] Do I think the OEMs have complicated it with their own vendors?\n[1602.6s] Yeah. Toyota has got their smart path and their signals.","canonicalId":"term:oems","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"OEMs are Original Equipment Manufacturers—the automakers that build the vehicles and set many of the rules for how dealers market, sell, and integrate software. In this segment, the speaker argues OEMs have been less forceful about pushing specific dealership software recently.","simplifiedExplanation":"OEMs are the car companies themselves. They often control what tools dealers must use and how data and software integrations work.","sourceStartTime":1598.7,"sourceEndTime":1614.9}},{"id":494799,"startTime":1602.6,"endTime":1605.8,"type":"term","title":"smart path","quote":"[1602.6s] Yeah. Toyota has got their smart path and their signals.\n[1605.8s] And you've got all these different complexities that are out there of different tools.","canonicalId":"term:smart-path","priority":0.4,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Smart path” appears to be Toyota’s branded dealership digital workflow or integration program. In this context, it’s part of a set of tools (“smart path and their signals”) that dealers must connect to, which adds complexity to data and software integration.","simplifiedExplanation":"“Smart path” sounds like Toyota’s branded system for how dealers handle certain digital steps. The speaker is saying these kinds of branded tools can make integrations more complicated.","sourceStartTime":1602.6,"sourceEndTime":1605.8}},{"id":494800,"startTime":1602.6,"endTime":1605.8,"type":"term","title":"signal","url":"/glossary/signal","quote":"[1602.6s] Yeah. Toyota has got their smart path and their signals.\n[1605.8s] And you've got all these different complexities that are out there of different tools.","canonicalId":"term:signals","priority":0.35,"confidence":0.52,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Signals” here likely refers to data events or tracking outputs that a dealership system must send/receive as part of an OEM’s digital program. The speaker’s surrounding point is about integration complexity and the need to route data back to the OEM ecosystem.","simplifiedExplanation":"“Signals” likely means the data messages a system sends—like tracking updates—so the automaker and dealer can stay in sync. It’s part of why the software setup can get complicated.","sourceStartTime":1602.6,"sourceEndTime":1605.8}},{"id":494801,"startTime":1602.6,"endTime":1605.8,"type":"brand","title":"Toyota","url":"/glossary/toyota","quote":"[1602.6s] Yeah. Toyota has got their smart path and their signals.\n[1605.8s] And you've got all these different complexities that are out there of different tools.","canonicalId":"brand:toyota","priority":0.25,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Toyota is the automaker referenced as having its own dealership-facing digital approach. The speaker mentions Toyota’s “smart path” and “signals,” implying Toyota provides specific tools or integration requirements for dealers.","simplifiedExplanation":"Toyota is the car brand being used as an example. The point is that some automakers provide their own digital tools dealers have to work with.","sourceStartTime":1602.6,"sourceEndTime":1605.8}},{"id":494802,"startTime":1631.8,"endTime":1635.8,"type":"term","title":"RPS","url":"/glossary/rps","quote":"[1628.8s] and build their own software, not the apps we were talking about before,\n[1631.8s] but any RP or a DMS.\n[1635.8s] But yeah, fraught with complexities with OEMs.","canonicalId":"term:rp","priority":0.45,"confidence":0.55,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealer software discussions, RP most commonly refers to a retailing/producting platform or retail platform used to support the sales process (often alongside the DMS). The speaker is contrasting “apps” with deeper dealership systems, implying RP is a more foundational retail workflow tool.","simplifiedExplanation":"RP here sounds like a software platform that helps run the dealership’s sales process. It’s the kind of tool that supports how deals get built and processed, not just a simple app.","sourceStartTime":1631.8,"sourceEndTime":1635.8}},{"id":494803,"startTime":1675.2,"endTime":1678.1,"type":"term","title":"form factor","url":"/glossary/form-factor","quote":"[1675.2s] What do you think about form factor?\n[1678.1s] I know right now there's been, I'd say, a bigger push into audio","canonicalId":"term:form-factor","priority":0.35,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Form factor” means the physical design and layout of a device or interface—how it’s shaped and how people interact with it. In this segment, it’s being used to discuss how dealers collect information (e.g., audio input vs typing) and what the input method looks like to the user.","simplifiedExplanation":"“Form factor” just means what the device or input method looks like and how you use it. Here, they’re talking about whether it’s easier to enter information by speaking instead of typing.","sourceStartTime":1675.2,"sourceEndTime":1678.1}},{"id":494804,"startTime":1699.1,"endTime":1725.1,"type":"term","title":"AIS","url":"/glossary/ais","quote":"[1699.1s] So just quicker than typing in many cases.\n[1702.2s] Are you investing a lot in audio?\n[1704.7s] Do you think that that's just, yeah, like a quicker, more effective way\n[1707.4s] for a salesperson putting information?\n[1709.8s] Think about it. I mean, I remember, I remember sitting customers down\n[1712.1s] computer, hey, like put all your information, this long ass app.\n[1716.2s] You could just literally look at a screen say da, da.\n[1719.2s] And this isn't Siri, we're talking about.\n[1720.7s] This is much better technology that boom, pre fills it in like 15 seconds.","canonicalId":"term:ai","priority":0.55,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“AI” (artificial intelligence) refers to software that can perform tasks that normally require human intelligence, like understanding speech or generating responses. Here, it’s used in a dealership workflow to pre-fill customer information faster than manual typing.","simplifiedExplanation":"“AI” means computer software that can do smart tasks, like understanding what you say. In this context, it helps dealers fill in customer info quickly instead of making people type everything.","sourceStartTime":1699.1,"sourceEndTime":1725.1}},{"id":494805,"startTime":1719.2,"endTime":1725.1,"type":"term","title":"pre fills","url":"/glossary/pre-fills","quote":"[1719.2s] And this isn't Siri, we're talking about.\n[1720.7s] This is much better technology that boom, pre fills it in like 15 seconds.\n[1725.1s] We rolled out last year, a feature, our AI is called Genius.","canonicalId":"term:pre-fills","priority":0.45,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Pre-fills” means automatically populating form fields with information before the user manually enters it. In dealership workflows, this can shorten the time it takes to capture customer data and reduce friction compared with a long, manual app.","simplifiedExplanation":"“Pre-fills” means the system fills in parts of a form for you ahead of time. That way, people don’t have to type everything from scratch.","sourceStartTime":1719.2,"sourceEndTime":1725.1}},{"id":494806,"startTime":1725.1,"endTime":1736.6,"type":"brand","title":"DriveCentric","url":"/glossary/drivecentric","quote":"[1725.1s] We rolled out last year, a feature, our AI is called Genius.\n[1730.4s] And then dealerships branded their own term or name.\n[1733.1s] Genius has been around in DriveCentric now 67 years.\n[1736.6s] In Genius, we built a Genius Voice Assist feature.","canonicalId":"brand:drivecentric","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"DriveCentric is the dealership software platform being discussed, focused on automating and speeding up customer information capture. In this segment, the CEO describes how its AI features (including voice assist) are packaged and rolled out to dealerships.","simplifiedExplanation":"DriveCentric is a software system dealerships use. In this episode, they’re talking about how it uses AI to help capture customer details faster, including by voice.","sourceStartTime":1725.1,"sourceEndTime":1736.6}},{"id":494807,"startTime":1736.6,"endTime":1744.96,"type":"term","title":"Genius Voice Assist","url":"/glossary/genius-voice-assist","quote":"[1736.6s] In Genius, we built a Genius Voice Assist feature.\n[1740.4s] It just comes with your package of DriveCentric.\n[1742.9s] And when you have Genius Voice Assist turned on,","canonicalId":"term:genius-voice-assist","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Genius Voice Assist” is an in-product voice input feature within DriveCentric’s “Genius” AI offering. It’s designed to let users speak information that the system then captures and turns into filled-in fields, reducing typing time during the sales process.","simplifiedExplanation":"“Genius Voice Assist” is a voice feature inside the DriveCentric system. Instead of typing everything, a salesperson or customer can speak, and the software fills in the information for them.","sourceStartTime":1736.6,"sourceEndTime":1744.96}},{"id":494808,"startTime":1816.34,"endTime":1823.4,"type":"term","title":"voice to text","url":"/glossary/voice-to-text","quote":"But if you could have a voice to form, voice to text, so much better.\n[1823.4s] And you could just jot down a couple of things were in your head","canonicalId":"term:voice-to-text","priority":0.35,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Voice to text is speech recognition that converts spoken words into written text. In dealership workflows, it can speed up documentation by letting users dictate notes or inspection details instead of typing them manually.","simplifiedExplanation":"Voice to text means you talk, and the device turns your words into typed text. It can save time when someone needs to write down notes quickly.","sourceStartTime":1816.34,"sourceEndTime":1823.4}},{"id":494809,"startTime":1831.2,"endTime":1837.3,"type":"brand","title":"Ray-Ban glasses","url":"/glossary/ray-ban-glasses","quote":"The big one where I'm seeing a lot of investment as well go into is the Ray-Ban glasses.\n[1837.3s] Yes, that's a bit more I think that there's time for that.","canonicalId":"brand:ray-ban-glasses","priority":0.3,"confidence":0.74,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Ray-Ban is the eyewear brand, and “Ray-Ban glasses” here refers to a consumer-facing smart-glasses concept. The speaker is pointing to a specific wearable platform as an area for investment and potential use in dealership inspection workflows.","simplifiedExplanation":"Ray-Ban is a well-known glasses brand. The speaker is talking about using smart-glasses like Ray-Ban’s as a tool for work—rather than just regular eyewear.","sourceStartTime":1831.2,"sourceEndTime":1837.3}},{"id":494810,"startTime":1849.9,"endTime":1860.8,"type":"term","title":"multi-point inspection","url":"/glossary/multi-point-inspection","quote":"But your technicians need to be able to do a multipoint inspection and pick up on\n[1856.1s] did, in fact, the tech show everything in the car.","canonicalId":"term:multipoint-inspection","priority":0.55,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A multipoint inspection is a structured checklist-based vehicle inspection where a technician checks multiple areas (often inside and out) and documents findings. In a dealership context, it’s commonly used to support service recommendations and repairs by showing what was found and where.","simplifiedExplanation":"A multipoint inspection is a step-by-step checklist a technician uses to look over a car in many different spots. Instead of just saying “it looks okay,” they record what they checked and what they found.","sourceStartTime":1849.9,"sourceEndTime":1860.8}},{"id":494811,"startTime":1860.8,"endTime":1871.5,"type":"term","title":"AI glasses","url":"/glossary/ai-glasses","quote":"And can you use something like an AI glasses to be able to detect\n[1867.5s] did they do it or not and let them redo it if they missed something?","canonicalId":"term:ai-glasses","priority":0.4,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"AI glasses are wearable devices that use cameras and on-device or cloud AI to interpret what the wearer is seeing. Here, the idea is to help technicians verify whether they completed required inspection steps and to flag missed items in real time.","simplifiedExplanation":"AI glasses are smart glasses that can use a camera and computer smarts to understand what you’re looking at. In this context, they’d help a technician make sure they didn’t miss any inspection steps.","sourceStartTime":1860.8,"sourceEndTime":1871.5}},{"id":494812,"startTime":2257.7,"endTime":2265.0,"type":"term","title":"23 year contract","url":"/glossary/23-year-contract","quote":"And if that is the wrong vendor, you got to question that if you're in a 23 year contract and you're just stuck.\n\nIs that the right answer?","canonicalId":"term:23-year-contract","priority":0.3,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A long “contract” here refers to a dealership’s agreement with a technology vendor, which can lock the dealer into a specific system or workflow. The guest’s point is that being stuck for years makes it harder to switch to better tools even when the industry changes.","sourceStartTime":2257.7,"sourceEndTime":2265.0}},{"id":494813,"startTime":2280.7,"endTime":2280.7,"type":"company","title":"Drive Sanctuary","quote":"Amazing said.\nMatt Leone, Drive Sanctuary Matt, thanks as always for coming on.","canonicalId":"company:drive-sanctuary","priority":0.25,"confidence":0.4,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Drive Sanctuary” appears to be a mis-transcription or nickname referring to the guest’s company or brand identity around DriveCentric. It’s mentioned in the closing thanks, so it likely points to the same dealership-software context rather than a separate automotive product.","simplifiedExplanation":"“Drive Sanctuary” sounds like a name that got transcribed incorrectly. It’s probably referring to the same dealership software brand the guest was talking about.","sourceStartTime":2280.7,"sourceEndTime":2280.7}}],"speakers":[{"id":"s1","name":"Yossi Levi","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/why-dealers-are-paying-ransom-for-their-own-customer-data-matt-leone-ceo-at-drivecentric/transcript.vtt","type":"text/vtt"}],"alignmentMode":"scalar","fallbackOffset":0.0}