Dealerships' transition to a digital future hasn't been as swift as other retailers.
That may be about to change.
Within a matter of weeks this spring, the coronavirus pandemic accelerated the industry's e-commerce evolution. Dealers, in some states limited to online sales, had to figure out how to allow customers to buy from home if they were to sell any vehicles. They turned on or relied more on digital retailing platforms, delivered vehicles to customers' homes and worked deals over Zoom and FaceTime.
If there's a silver lining to the crisis, some in the industry say it's the speed with which dealers accepted the challenge — and the innovation around the customer experience that the pandemic is likely to unleash once the immediate crisis is over.