(July 24, 2015) NASHVILLE, Tenn. — Infiniti has announced that the company has developed and launched an innovative retail sales and service app for its retailers, ICAR-X (Infiniti Client Acquisition and Retention Experience), that streamlines the car-buying process.

ICAR-X, a newly developed software tool, enables Infiniti retailers to deliver a more efficient and premium sales experience using cutting-edge mobile technology. ICAR-X is designed to minimize known client "pain points," system redundancies and significantly speed up the car-buying process, thereby improving client satisfaction and the overall experience.

The most critical aspect of the dealership experience is the time clients spend in store, and according to an Autotrader Dealer Sourcing Study, customer satisfaction is at its highest within the first 90 minutes on the day of purchase. However, that number begins declining once time spent goes beyond 1.5 hours. At 2.5 hours, satisfaction drops below a buyers' average level of satisfaction.

This fact has also been evidenced according to the J.D. Power 2014 U.S. Sales Satisfaction Index (SSI) Study, which further clarifies that the customer satisfaction begins to drop significantly after just two hours spent at the dealership.



"The total amount of time spent during the sales process is a critical driver of client satisfaction," said Jon Finkel, global director of Infiniti Client Experience. "Infiniti developed ICAR-X to eliminate many of the redundancies and inefficiencies inherent in today's vehicle purchase process that typically frustrate clients. ICAR-X will lead the way to fundamentally change the car buying and selling process and set a new benchmark in luxury retail client service."

Historically, Infiniti has helped to move the automotive industry forward as a customer-oriented company, and during the brand's launch in 1989, it introduced the then-revolutionary client experience program, the "Infiniti Total Ownership Experience." This program was first to provide service loan cars and roadside assistance to Infiniti owners under the basic New Vehicle Limited Warranty period, and it further expanded to provide the Infiniti Personal Assistant.

Seeking to further enhance the client experience, ICAR-X is Infiniti's next step in luxury offerings while once again revolutionizing the sales experience and retaining premium loyalty.

Infiniti is the first automotive brand to develop a retailer and client facing application that fully integrates the sales and service experience to significantly reduce the time spent at a dealership, which is intended to increase overall client satisfaction. In fact, according to the Autotrader study, 72 percent of those polled would visit a dealership if the process was significantly improved.

Key Features of the ICAR-X app include:

Client Information

From the moment the client inputs information online or in-person at an Infiniti retailer the client's contact information is stored in the app for up to 30 days including vehicle interest, trims and location. If a client visits a different Infiniti retailer, their information is still available through the ICAR-X app, with regard to vehicle details, but not sales or deal information in order to help maintain trust amongst clients, a point that was also noted from Autotrader.

Vehicle Selection

Buyers can review local retailer inventory and price points in real time, streamlining the client selection process. Each VIN-specific vehicle listing includes a detailed description of the car's features and packages, making it easy for ICAR-X users to determine which car they'd like to test-drive. Once the client selects a vehicle they are interested in, the salesperson can contact the lot porter to obtain the vehicle and bring it to the client.

Vehicle Presentation and Demonstration Drive

When the client arrives at the dealership, a sales consultant can use ICAR-X to review the client's pre-selected vehicle interest and preferences. This allows the sales consultant to customize the vehicle presentation and demonstration drive by highlighting the buyer's interests first.

Investment Proposal and Financial Transaction

Once a client decides on a specific vehicle, ICAR-X allows them to submit their credit application, review financing and leasing options and begin negotiating a deal electronically in real-time with the retailer's sales representative. As a result, the sales consultant can remain with the client throughout the entire negotiation process, providing them with a higher level of client service.

Pre-Delivery and Delivery

As financing is finalized, the client will review a VIN specific delivery checklist in ICAR-X to prioritize the features they'd like to review with their sales consultant during their final walk-around. This eliminates wasted time going over any Infiniti features the client may already be familiar with and allows the sales consultant to focus on the client's interests quickly and efficiently.

Owner Services

Owners can enroll in one online portal through ICAR-X that sets up Infiniti Connection and Infiniti Personal Assistant (IPA) instantaneously. ICAR-X also sends the new owner vehicle tutorials and information specific to their vehicle for their review long after the buying process is over. The sales consultant will also use the app to schedule the client's first service appointment.

This new app is currently available to Infiniti retailers for Apple and Android tablets and will soon be available on mobile devices as well.