Comments on: A Touch Of Innovation: How OnStar Can Be Improved To Bring More Value To Customers, Benefit GM, Dealers, And Improve The Bottom Line

By: Roger Lanctot

Roger Lanctot — Wed, 28 Sep 2011 12:23:31 +0000

For 15 years OnStar has missed the boat on properly integrating dealers into the connected service portfolio. Unfortunately, the author of the commentary is missing it as well. Dealers need a direct connection with customers so that they can be empowered to manage their business. Periodic email messages from GM HQ based on vehicle DTC’s is not a CRM system. Dealers need direct customer communication. Dealers need to know mileage and DTC code information immediately to properly service customers and manage their business. The sooner GM solves its conflicted dealer relationships the sooner the full value of OnStar will be revealed and exploited.

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