How North American Dealerships Can Thrive in the Software-Defined Vehicle Era

The New Reality: From Oil Changes to OTA Updates

As Mark Johnson, General Manager at a large multi-brand dealership in Ohio, explained: "We're not just selling cars anymore. We're selling experiences, updates, and peace of mind. And that's a whole different ballgame."

The transformation is accelerating rapidly. By 2027, over 80% of new vehicles sold in North America will support significant over-the-air updates, with the North American SDV market projected to grow from $50 billion in 2024 to over $400 billion by 2030 (MarketsandMarkets).

The Training Revolution: Ford University Leads the Way

Ford Motor Company is setting the standard with Ford University, launched across 3,000 dealerships serving 164,000 employees across North America. Abby Vietor, Ford's Global Director of Dealer Training and Productivity, identified the core challenge: "Many dealers have expressed the challenge of managing the swift pace of new products and technology developments."

Service Lane Transformation: The Herb Chambers Success Story

Herb Chambers Companies in Boston, with 60 dealerships representing dozens of brands, exemplifies successful SDV adaptation. They created a Concierge Referral Service that acts as a central hub, coordinating across all locations to provide seamless customer experiences.

The 90-Day SDV Readiness Plan

Month 1: Assessment

• Audit staff digital skills
• Identify gaps in service and sales processes
• Determine where customers get confused

Month 2: Implementation

• Launch mandatory SDV training for all staff
• Update CRM and digital tools
• Ensure systems handle ongoing customer relationships

Month 3: Activation

• Host customer "Tech Nights"
• Roll out digital service offerings
• Implement proactive update notifications

Ongoing: Evolution

• Partner with OEMs for continuous updates
• Gather customer and staff feedback
• Continuously adapt and improve

Technology Integration: The Samsung-Hyundai-Kia Alliance

A groundbreaking 2024 partnership between Samsung, Hyundai, and Kia brought Samsung's SmartThings IoT platform into North American showrooms. Chang Song, President of Hyundai Motor Group Advanced Vehicle Platform Division, explained their vision: "to enrich customers' mobility experience by offering personalized services that extend beyond transportation, seamlessly integrating vehicles with smartphones."

About Auto Agentic:

Auto Agentic (www.autoagentic.ai) is pioneering AI-driven solutions transforming automotive retail. Founded in 2024, we deliver intelligent, adaptive solutions designed to help dealerships streamline operations, optimize sales performance, and elevate customer experience. With a focus on ethical AI, seamless integrations, and real-time insights, Auto Agentic empowers dealership teams—never replaces them—unlocking new levels of productivity and profitability.

Our suite of intelligent agents handles everything from lead nurturing and inventory optimization to service appointment management and customer follow-ups. By using AI to replace time-consuming tasks and augmenting decision-making with advanced analytics, Auto Agentic helps dealerships stay competitive in a rapidly evolving market.

Available on all major podcast platforms. New episodes every Tuesday, Thursday, and Saturday.