Overview
Automotive dealers were experiencing delays in accessing Finance & Insurance (F&I) specialists at the point of deal, resulting in lost sales opportunities that could not be recovered once a customer's momentum was disrupted. Without an on-demand mechanism to connect dealers with F&I specialists in real time, dealers were left unable to progress deals requiring F&I support outside of scheduled specialist availability. To resolve this, Halsa built an on-demand Virtual F&I (VF&I) request system with Zoom integration and Omni-Channel routing for instant, personalized deal support on Experience Cloud & Portals and Sales Cloud (CRM & CPQ), delivering faster deal closure, empowered dealers to win business anytime, and a solution showcased at NADA 2024.
The Challenge
The organization faced two interconnected challenges that were directly costing dealers sales at the point of deal closure:
- Dealers Lacked Immediate Access to F&I Specialists: Dealers did not have a mechanism to connect with Finance & Insurance specialists on demand at the moment a deal required F&I support. Specialist access was not available instantly, leaving dealers unable to provide customers with the F&I consultation needed to progress and close deals in real time.
- Delays and Lost Sales: The inability to access F&I specialists immediately at the point of deal introduced delays into the sales process that caused lost sales deals that could not be closed in the moment were at risk of being abandoned or lost to competitors, directly impacting dealer revenue and performance.
Our Solution
Halsa built an on-demand VF&I request system with Zoom integration and Omni-Channel routing for instant, personalized deal support on Experience Cloud & Portals and Sales Cloud (CRM & CPQ). The solution placed on-demand F&I specialist access directly within the dealer's workflow, enabling dealers to connect with F&I specialists instantly at the point of deal through a structured, routed, and video-enabled platform.
- On-Demand VF&I Request System: An on-demand Virtual F&I (VF&I) request system was built on Experience Cloud & Portals and Sales Cloud (CRM & CPQ), enabling dealers to submit a request for F&I specialist support at the moment it was needed within a live deal. The on-demand system replaced the absence of any real-time specialist access mechanism with a structured, always-available request workflow that initiated F&I support immediately upon dealer request empowering dealers to access specialist support anytime, regardless of scheduled availability.
- Zoom Integration: Zoom integration was implemented within the Virtual F&I platform, enabling F&I specialists to connect with dealers and customers via video call directly through the system. The Zoom integration provided the face-to-face, personalized engagement needed for effective F&I consultations at the point of deal delivering the immediacy and personal connection of an in-person F&I interaction through a virtual, on-demand channel.
- Omni-Channel Routing: Omni-Channel routing was configured to manage the distribution of incoming VF&I requests to available F&I specialists in real time. Routing ensured that dealer requests were connected to the right specialist instantly, without manual coordination or queue management delivering the instant, personalized deal support that the platform was designed to provide and minimizing any delay between a dealer's request and specialist engagement.
The Outcome
- Faster Deal Closure: On-demand access to F&I specialists through the VF&I platform connected instantly via Zoom and routed through Omni-Channel, eliminated the delays that had previously caused lost sales at the point of deal, enabling dealers to progress and close deals faster with immediate F&I support.
- Empowered Dealers to Win Business Anytime: The on-demand nature of the VF&I request system gave dealers the ability to access F&I specialist support at any time, removing their dependency on scheduled specialist availability and empowering them to pursue and close deals with F&I requirements at any point during their customer interactions.
- Showcased at NADA 2024: The Virtual F&I platform was showcased at NADA 2024, recognizing the solution's innovation in delivering on-demand, virtual F&I specialist access to the automotive dealer network.
Conclusion
By building an on-demand VF&I request system with Zoom integration and Omni-Channel routing for instant, personalized deal support on Experience Cloud & Portals and Sales Cloud (CRM & CPQ), the organization successfully resolved the gap in dealer access to F&I specialists at the point of deal. Delays and lost sales caused by the absence of immediate specialist access were eliminated through a structured, video-enabled, and intelligently routed on-demand platform delivering faster deal closure, empowering dealers to win business anytime, and producing a solution recognized at NADA 2024, establishing a scalable foundation for virtual F&I specialist engagement across the automotive dealer network.