February 09, 2010 (Burlington, VT) – Dealer.com, the global leader of online marketing solutions for auto dealers, today announced significant investments and returns on new initiatives for its customers including independent and franchise dealers, large dealer groups, manufacturers and major media groups. The programs include expanded customer service, with a doubling of the number of customer-facing staff, extensive employee development and training, and a 100% increase in research and development (R&D) investment for the second consecutive year. The results of the initiatives include achieving the company’s highest Net Promoter® Score (NPS) ever, providing the industry’s most highly trained workforce, and technological innovation that continues to keep Dealer.com customers years ahead of the competition.
As a testament to Dealer.com’s extensive service and technology investments, the company’s NPS Score continues to lead the technology sector with top customer service ranking in the nation’s software industry. In addition, Dealer.com is the top ranked website provider on DrivingSales.com dealer vendor ratings, with more dealer reviews than any of the 43 providers listed. Independent research studies from Sorgenfrei, LLC and The Pasch Consulting Group also reveal Dealer.com as the clear leader in organic and paid search marketing for both new and used vehicles.
Dealer.com has also launched extensive employee development and training to ensure that customers have the most highly trained work force in the industry. This includes technical, online marketing and leadership training, and programs apply to all levels and departments. Central to the development initiatives is uFuel, Dealer.com’s new online learning management system, specifically designed to access staff knowledge at all levels, including executive, and provide training to raise the overall knowledge level of the organization.
As the company continues to experience rapid growth, the new training initiatives ensure that all Dealer.com team members provide the highest level of service and industry knowledge for customers. Further, all employees who are in direct contact with clients now receive training to become Google Certified Employees. The programs are also designed to preserve the company’s unique culture and provide growth opportunities for all employees.
As technology continues to evolve at an accelerated rate, Dealer.com’s strategic commitment to R&D continues to drive innovation for automotive online retail. While the 2010 Global R&D Forecast reports that U.S. R&D spending is expected to increase by only 3.2% this year, Dealer.com is increasing investment by 100% for the second consecutive year and spending more than ever in terms of actual dollars in this critical area for leadership and competitive advantage.
Rick Gibbs, Dealer.com chief technology officer commented, “We have a very strategic approach to our rapid growth, with a clear focus on leading product development in the industry. We have made these teams more robust, and have refined the product management and business analysis groups. We have also added the competitive analysis group to benchmark best practices and keep our customers years ahead of the competition. We’ve taken these significant steps in product development and management and we’re excited to unveil our next massive waive of new and innovative products and services at NADA 2010.”