Session 1 - The Origin Story of ZipDeal: How a Dealer-Built Solution Changed Car Buying

Revolutionizing Car Dealerships: The ZipDeal Story and Vision

In the complex world of car dealerships, innovation is often born from firsthand experience. Steve Lindsay, a second-generation dealer and co-founder of ZipDeal, exemplifies this principle. With over 25 years of experience in the automotive industry, including years as a dealership owner, Lindsay has been at the forefront of addressing the challenges faced by dealers and customers. His journey and the creation of ZipDeal highlight the transformative potential of technology tailored to meet real-world needs.

From Auctions to Innovation: Steve Lindsay's Automotive Roots

Lindsay's path into the automotive industry began humbly. Although his family owned a dealership, his first foray into the field was co-owning a small used car lot with a friend in his late teens. This hands-on experience, particularly in navigating the challenging environment of auto auctions, ignited his passion for the car business. "I loved everything about it," Lindsay recalls.

After several years of running the used car lot, Lindsay joined the family business and steadily climbed the ranks. Over decades in the industry, he developed a deep understanding of dealership operations, customer needs, and the growing complexities of car sales. These insights became the foundation for the creation of ZipDeal.

The Birth of ZipDeal: Bridging Sales, Service, and Satisfaction

As the automotive industry evolved, Lindsay observed significant pain points that dealerships faced. Vehicles were becoming more technologically advanced, requiring meticulous setups during delivery. Additionally, dealerships were increasingly relying on salespeople to manage aspects of the process that extended beyond their primary expertise, from upselling accessories to promoting service appointments.

For Lindsay, this system was neither efficient nor customer-friendly. Key offerings—such as first service appointments, F&I products, and personalization options—were often overlooked or inconsistently presented. The need for a streamlined, scalable, and customer-centric approach became clear.

ZipDeal was born as a solution to these challenges.

What Is ZipDeal?

At its core, ZipDeal is a pre-F&I workflow platform designed to manage the "loose ends" of the car-buying process. It empowers dealerships to create customizable workflows that guide customers through essential steps before vehicle delivery. These include:

• Personalization of the vehicle (e.g., accessory options).
• Scheduling the first service appointment.
• Presenting F&I products through engaging pre-delivery videos.
• Collecting customer feedback and online reviews.

This dynamic platform allows dealerships to dictate the process while offering customers an intuitive, self-guided experience. Importantly, ZipDeal's adaptability ensures that workflows can be tailored based on the type of vehicle or customer transaction, whether it's a leased new car or a subprime used car purchase.

Key Features That Transform Dealerships

ZipDeal addresses some of the most pressing operational and customer experience challenges faced by dealerships. Key modules include:

First Service Appointment Scheduling: Studies show that securing a first service appointment at the time of vehicle delivery significantly boosts long-term customer retention. With ZipDeal, dealerships can seamlessly integrate this step into the purchase process, automatically sending calendar invites to customers.

Pre-F&I Video Modules: Low-funnel customers—those about to enter the finance office—are prime candidates for targeted F&I product education. ZipDeal presents customized videos that highlight the value of offerings like paint protection or lease wear-and-tear coverage, increasing upsell opportunities.

Online Review Collection: ZipDeal collects real-time customer feedback, helping dealerships identify and resolve potential issues before they escalate. This proactive approach enhances customer satisfaction and boosts online review scores.

Results That Speak Volumes

The measurable impact of ZipDeal on dealership operations is impressive. Lindsay shared several metrics that underscore its value:

Increased PBR (Per-Buyer Revenue): Dealers report an average PBR increase of $200 across the board, with accessory gross alone adding $60 per transaction.

Service Appointment Retention: While most dealerships struggle to schedule first service appointments for 15–20% of buyers, ZipDeal users report rates as high as 95%.

Improved Customer Satisfaction (CSI): Real-time feedback mechanisms enable dealerships to address concerns promptly, preventing negative reviews and strengthening customer relationships.

Changing the Narrative of Car Buying

One of the most remarkable aspects of ZipDeal is its ability to shift the car-buying narrative. Customers value the opportunity to participate in the process, much like how self-checkout revolutionized grocery shopping. ZipDeal provides an organized and transparent workflow, ensuring customers feel informed and engaged.

For dealerships, ZipDeal offers a scalable solution that aligns sales, service, and F&I departments. By bridging gaps and creating a unified experience, it fosters stronger relationships with customers and maximizes profitability.

A Game Changer for the Automotive Industry

Looking ahead, Lindsay envisions ZipDeal continuing to transform how dealerships operate. By addressing critical pain points and delivering measurable results, it sets a new standard for customer experience and operational efficiency. As Lindsay aptly states, "The industry needs it. It serves all departments of the dealership and truly is a game changer."

For dealers seeking to improve their CSI, service retention, and profitability, ZipDeal offers a clear and compelling solution. As Lindsay's journey illustrates, innovation driven by deep industry experience can have a profound and lasting impact.