On the Dash: Phone-related friction remains a persistent weak point even as overall dealership friction climbs industrywide. Nearly half of sales appointments and most service appointments are still booked by phone, making missed or mishandled calls a direct hit to conversion. AI-powered call analytics are becoming a common dealer response, turning missed opportunities and coaching gaps into actionable data. Phone-related friction remains one of the most overlooked weak points in dealership operations, even as friction across the broader buying and service journey continues to climb. Nearly half of sales appointments and most service appointments are still booked by phone, but missed calls, long hold times and scheduling breakdowns are turning…
