We had a bad experience with the rollout of 'Automatic'. It was a disaster, and the product itself was non-functional for months. To make matters worse, the implementation required us to redirect visitors off our group site to the child sites to complete DI credit apps—not ideal. When I asked about a solution, I was told it was "on the roadmap." But when? This is a crucial piece of functionality, and trying to get a clear answer is like pulling teeth. It’s our credit apps—pretty essential stuff.
To be fair, our Performance Manager was fantastic throughout the process. The real breakdown, though, happens with 'Tier 1' support. I don’t fault the frontline staff, but it’s clear that the support team isn’t equipped to handle the technical issues or escalate them to the right teams. You end up stuck in an email chain with no real progress. And Tier 2+ support? Forget about phone calls—it’s always an email-only situation. You might get lucky if your PM gets involved and sets up a conference call, but that shouldn't be the exception.
Then there’s Cars Commerce, Dealer Inspire’s parent company. I'm conviced it's a top-down issue. They’re clearly trying to compete with the big players in the automotive software space, but it feels like they’re moving too fast. Internally, it seems their shared teams are stretched thin, struggling to keep up with all the new acquisitions, products, and technical integrations—let alone updating or fixing existing products.
