A common disconnect between dealership software systems is costing retailers valuable leads and customer interactions, according to a new study from Spyne, an automotive AI technology provider. The study reveals that 81 percent of U.S. car dealerships lose customer conversations or leads because their CRM, chat, and inventory systems fail to communicate.
It’s a familiar refrain for many dealers. The promise of integrated data analysis streamlining operations lost in fragmented technology stacks that block speed, insight, and conversion. In an era where customers expect instant responses, the inability of internal tools to talk to one another creates friction that often results in lost sales opportunities.
Diving Deeper into the Survey
The survey of 600 U.S. dealerships, conducted in October 2025, found that the problem extends beyond initial lead capture. Sixty-five percent of respondents reported that customer follow-ups are delayed specifically because their CRM and chat systems are disconnected, preventing a seamless flow of information and context. This fragmentation creates a “leaky bucket” effect, where valuable opportunities are lost in the digital shuffle.
The findings come as dealerships face increasing pressure from both evolving customer expectations and internal operational constraints. With 70 percent of initial customer inquiries now starting online, buyers expect instant, e-commerce-style responses. However, many dealership teams are already stretched thin, with BDC staff reduced by an estimated 18 percent since the pandemic, making manual follow-up across siloed systems increasingly difficult. The survey indicates that dealers are increasingly looking toward technology to bridge this gap.
Technology Needs to Solve Problems, Not Create Them
Seventy-two percent of those surveyed believe that AI-enabled chat tools could meaningfully improve their lead-management efficiency. Furthermore, 68 percent stated that an “always-on” customer-response system would directly improve their sales performance. For many dealers, digital tools are no longer viewed as supplementary but as fundamental to core operations.
Leading dealerships are responding by moving away from stacking disparate tools and toward unified ecosystems where data, chat, and inventory decisions flow seamlessly. The move toward conversational AI and integrated intelligence is a strategic pivot to address the problem of fragmented tech.
Spyne, VINCUE, and the Launch of Benjamin
Spyne did not just reveal data on fragmented dealership systems, it also announced a partnership with VINCUE, a U.S. dealership software provider. Together, the two companies have developed Benjamin, a fully integrated conversational AI assistant built natively into the VINCUE ecosystem and powered by Spyne’s conversational intelligence technology.
Benjamin operates as an always-on digital assistant, automating critical communications such as qualifying vehicle acquisition leads, managing trade-in requests, and providing intelligent, 24/7 responses to customer inquiries. By bridging the gaps between CRM, chat, and inventory tools, Benjamin ensures that no customer conversation is lost and every lead receives timely attention. This unified approach not only accelerates dealer response times but also drives higher conversion rates and more efficient dealership operations.
“VINCUE is redefining the end-to-end retail stack, from sourcing to selling,” said Sanjay Varnwal, Co-Founder and CEO, Spyne. “Spyne is bringing AI-powered visual merchandising and conversational automation for automotive dealerships in the U.S., to supercharge engagement and conversion. Together, we’re creating a unified, AI-native ecosystem that helps dealers move inventory faster, boost gross revenue, and never miss a customer conversation again.”
The partnership reflects a shared vision to fundamentally reshape dealership technology. As Benjamin rolls out across VINCUE’s network of over 1,000 dealerships—and combining with Spyne’s reach at more than 3,000 dealerships globally—the collaboration represents a significant step toward resolving the industry’s most costly operational pain point and elevating the customer experience.
Related Stories: