As digital retailing becomes more prevalent for U.S. dealerships, so does the desire to develop a contactless finance-and-insurance customer experience.
The challenge for dealerships is to design a path for consumers that is simple, persuasive and transparent — where F&I is an important step customers can take without slowing down the process of buying a vehicle. Imitating the in-dealership experience too closely could add time and confusion to the digital process, retail experts say. Changing too much could create an inconsistent process, wherein a customer entering the dealership will find employees working to unwind the deal they put together online.