Five things you should know about Dominion DMS’ Client Engagement & Support.
If you’ve ever called our Support team, you know we’re more than just voices on the other end of the line… we’re your partners, your cheerleaders, and sometimes the friendly ear you need. That’s the spirit and energy our whole team shares day in & day out.
Looking back on Customer Service Week, I realized that our real celebration happens every day… through every call, every training, and every check-in. I’m Blair Cross, and I want you to know that when you reach out to Dominion DMS, you’re not just getting the typical support department. You’re getting a team that cares deeply about your success. Dealers discover that Dominion DMS’ Engagement & Support goes way beyond what they’ve traditionally expected.
Our team of tenured experts know our products inside and out, and their industry backgrounds run deep. As former automotive Dealers, Controllers, clerks… even auto mechanics … they have real-world perspectives and partner with you like you are family. Here are five ways we put our Clients first every single day.
Top 5 6 Takeaways (Ok…6, I couldn’t decide)
- Training is simple & straightforward. Intuitive, consistent screens… faster ramp time across roles.
- Live help, fast. Our US-based team answers most calls in seconds… no menus, no long holds. Just real, experienced people ready to help.
- One familiar face, every step of the way… from setup to strategy. You’ll have a single point of contact who knows your dealership inside & out.
- Not scripted… ever. Your story matters. We listen – resolve – follow through. 90–100% of ‘how-to’ questions are solved on the first call.
- We are proactive. Our Client Success team regularly checks in and makes ongoing visits to your store. We are all in on addressing potential issues before they become big ones.
- 100% of our Support Supervisors spend time in the field. Hands-on visits give us ground-level perspective.
Five Six Ways Dominion DMS’ Client Engagement & Support are Different
- Training is a breeze. From day one, our team walks you through how to handle everyday tasks, whether it’s accounting, payroll, sales, service, or parts. And because Dominion DMS has a consistent look & feel across departments, your staff won’t have to relearn our system every time they switch roles.
The system is intuitive and easy to learn, so your employees can get up to speed quickly and get back to doing what they do best: running your dealership. So valuable when you’re onboarding new hires!
- Phone calls are answered within seconds. Honestly, it’s rare that our phones ring more than three times. And they are answered by a live person. You’re not faced with a complicated menu or left on a lengthy hold while someone finishes another call.
- Our Client Support responses aren’t scripted. Every issue is different, and everyone on our team is a subject matter expert. In fact, 100% of our Support Supervisors spend time in the field – giving our Dealers confidence that our team understands their team and their business.
We consider every interaction a chance to build a real relationship and make your day a little easier. Even if your call is escalated to someone else on our team, your initial contact will keep an eye on your ticket and take ownership over making sure your issue is resolved.
“The system is solid, the support is real and you get to talk to people who actually know your store and business.” Chris Webb, Dealer Principal / Webb & Co.
- Our support team isn’t measured by how quickly they can end a call or whether an issue is resolved on the first try. Instead, we take a client-centered approach. We do whatever it takes to solve your issue. I encourage my team to treat every Dealer like family; taking the time to understand, support, and celebrate your wins. It’s not about closing tickets; it’s about opening doors to lasting partnerships. ‘How-to’ questions typically get solved in just one call… tracking a 90 to 100% resolution for our Dealers. In August, we nailed a perfect 100%!
Jim Ramsey, a hands-on GM, said, “The support has been excellent. The longest response time I have experienced is twenty minutes.”
- Your Partner from Day One. Support isn’t the only team standing beside you. From installation à optimization, you’ll have a dedicated Client Success Manager who knows your dealership inside and out. They’re your single point of contact through every stage; connecting training, support, and ongoing success visits to keep your system and team running at peak performance. Together, we make sure your DMS keeps evolving right alongside your business.
- We’ll reach out to check on you. Whereas our Client Support team is there for you when you have a question or issue, our Client Success team will reach out to ask how things are going. We realize that dealers may sometimes be too busy to call us. We make it easy to take the reins. In fact, it’s very common for us to hear, “I haven’t had a second to call you, but this is my question.”
Dominion DMS Truly Feels Like a Family
We see our Dealers as more than Clients. We build genuine relationships and collaborate constantly to make our products and processes smoother and more efficient for you. From simplified training to providing support that anticipates your needs, every interaction is designed to help your dealership succeed.
If you ever need a helping hand or just a friendly voice… know that we’re here for you. Dominion DMS is more than a platform; it’s an extension of your in-store team that has your back.
“We recently switched over to VUE. It’s been a great transition! I’ve really, in all honesty, enjoyed it … unlike many others that we’ve been through over the years.” Jim Ramsey, Dominion DMS customer, 44-year automotive dealership professional
