Industrial & Manufacturing
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Automotive
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Dealership Technology & Operations
Finance & Insurance Products
High-stakes purchases and complex multi-party buying decisions across consumer and commercial segments.
Example organizations in this space:
JM&A Group
IAS
Dealer Financial Services
AutoAlert
This interactive experience is the shipped product itself — the same application code customers run in production, mounted read-only in your browser over a real sample journey. Not a video, not a mockup: because the demo and the product are one codebase, it can never drift from the real thing.
Inside this journey
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Outcome Discovery
Align on target dealership outcomes, current F&I performance, key stakeholders, and measurable success signals (PVR, penetration, cancellation rates).
Discovery Questions
Quick snapshot — your F&I in one breath
- How would you summarize your dealership's F&I performance this month compared with target?
- In a typical month, which three metrics drive conversations with the dealer principal and your finance team?
- Walk me through the last month you beat your F&I targets, what changed in process, people, or pricing?
- How many different F&I managers did you have in the office over the last 12 months?
Where the current setup is letting you down
- If one failure this month forced you to explain results to the owner, what would that single failure be?
- Which product lines lose the most revenue to cancellations or chargebacks right now?
- When a sale results in a cancellation, what part of the process usually triggers the reversal—pricing, disclosure, contract delivery, or something else?
- Who in your leadership hears about chargebacks first, and how fast do they escalate to you?
- Describe one recent customer claim or cancellation that felt avoidable and why it happened.
Claims, CSI, and the cost of slow promises
- What level of claims turnaround would have to improve before you start seeing noticeable lifts in CSI or manufacturer incentive eligibility?
- Which parts of the claims experience create the most customer frustration in your market, and how do you know?
- How often do claims issues show up in post-sale customer surveys that affect your manufacturer scores?
- If claims processing stayed at its current pace during a pilot, would that alone be a reason to stop the test early?
- Tell me about one claim handled well recently and what made it feel different to the customer.
Pricing, menu, and what actually converts on the lot
- What pricing or menu change could you make this week that would most likely move penetration immediately?
- Which pricing tiers currently perform best by vehicle segment in your store?
- Describe the last time a menu presentation noticeably changed sale outcomes, what was different in wording or sequencing?
- How do you currently test new menu sequencing or tier changes, and who signs off on the experiment?
- Which single menu integration or rate-table error would block a pilot from producing reliable results?
What other options are on the table right now
- Which alternatives to switching F&I providers have you evaluated or are you still considering?
- What would have to be true about your current approach for you to decide to stay with the incumbent after a pilot?
- Has anyone on your team proposed managing product administration or claims internally instead of using an outside partner?
- If an internal build option were chosen, what single internal capability is missing today that would make you change course?
- Which competitive feature or service would make you walk away from any vendor conversation immediately?
Pilot acceptance: the metrics that will decide everything
- If the pilot met these targets, what single action would you commit to within one week?
- What are your current baseline numbers for the pilot window: average PVR, penetration rate, and cancellation rate?
- Which minimum lift or threshold across these metrics would count as success for your team?
- How will you validate results during the pilot, who audits the numbers, and how often?
- What external or seasonal factor could invalidate the pilot results and force you to extend or cancel the test?
Integration, data, and operational gates
- Which single integration failure would block a pilot from producing usable data or going live?
- Which systems must integrate for full deployment and do those systems provide APIs or exportable data?
- Who on your side owns the integration work and how many dedicated hours per week can they commit during a 60 to 90 day pilot?
- Is your contract and compliance team prepared to complete a regulatory review within a four week window if requested?
- Do you have clean, exportable sales and product data for the last 12 months ready to share for benchmarking?
People and training: who will change behavior
- If your top F&I manager left tomorrow, how would the pilot still achieve reliable results?
- Which roles must attend the initial 1 to 2 day training for a pilot to succeed?
- How many training refresh sessions do you plan to allow during a 90 day pilot?
- What is your typical new-manager ramp time before they sell at full effectiveness?
- Who on your team signs final acceptance that training and processes are embedded after the pilot?
Decision path and the timeline that matters
- If the pilot hits the agreed metrics, what specific approvals remain before you can sign for full rollout?
- How long does each approval step typically take once the data is in front of decision makers?
- What single internal calendar constraint could delay a post-pilot decision beyond your target window?
- How soon would you be ready to start a 60 to 90 day pilot if integrations and training dates were confirmed?
- Who should be the named owner on your side for pilot coordination and weekly reviews?
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Solution Experience
Walk through how the F&I product portfolio, menu presentation, pricing tiers, and claims process deliver the buyer's target outcomes using the dealer's real scenarios.
Solution Experience
- Solution Experience — F&I Product & Menu Walkthrough
- Confirm the current state and its cost
- You confirm the demonstrated workflows eliminate the inconsistencies that caused low penetration and cancellations.
- Deliver a tailored proposal with recommended product lineup, pricing tiers, menu scripts, and a projected PVR and penetration model using the provided deal scenarios within 5 business days.
- Provide three representative deal records and the past 90-day penetration, PVR, and cancellation metrics for analysis.
- Agree target outcomes and pilot acceptance metrics
- You agree the proposed product lineup and pricing tiers are competitive and expected to lift PVR in your market.
- Run two real-deal scenarios through the proposed product lineup and menu
- You approve clear pilot acceptance metrics and the next steps required to run a 60–90 day pilot.
- Confirm pilot acceptance criteria and a target start window so measurement responsibilities can be assigned and scheduled.
- Demonstrate the claims workflow with an example claim
- Validate that this maps to what you described
- Confirm next evidence and pilot scope
- Solution Experience — F&I Product & Menu Walkthrough
- Solution Experience Deck
- Solution Brief
- meeting
- slides
- document
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Solution Scope
Define the product lineup, pricing tiers, menu sequencing, responsibilities, pilot acceptance criteria, and measurable deliverables.
Scope Configuration
- Configure Ratebook and Coverage Tiers
- Integrate Menu Presentation System
- Issue Digital Contracts and E-Signatures
- Administer Service Contract Enrollment at POS
- Administer GAP Waiver Processing
- Administer Tire-and-Wheel and Ancillary Fulfillment
- Operate In-House Claims Processing
- Deploy Customer-Facing Online Claims Portal
- Provide On-Site F&I Manager Training
- Run 60–90-Day Product Pilot Administration
- Process Cancellations and Chargebacks
- Prepare State-Specific Contract Compliance Forms
- Deliver Prepaid Maintenance Scheduling and Invoicing
- Provide Refresher Training and Compliance Updates
Scope Questions
Configure Ratebook and Coverage Tiers
- Provide the filename or sample extract of your current ratebook export (CSV or DMS report) for mapping to our rate table.
- Which pricing tiers do you need published (retail standard, dealer-discount tier, promotional short-term, market-adjusted)?
- How many distinct coverage levels (for example powertrain, stated component, exclusionary) should be mapped to VINs from your inventory feed?
- Who in your organization will be the primary approver for rate changes and reserve splits (provide title and contact)?
- Specify target per-vehicle-retail (PVR) lift and product penetration percentage goals by vehicle class that our pricing should aim to achieve.
- Do you require zip-code or DMA-based rate differentiation tied to MSRP or region?
Integrate Menu Presentation System
- Which menu presentation system does your finance office currently use (built-in DMS menu, third-party menu provider, no menu)?
- How will product sequencing differ on the menu for new-vehicle retail vs used-vehicle retail deals (for example, protection then GAP vs price-first)?
- List the DMS/POS integration endpoints required for menu population (for example VIN, deal ID, sale price, finance terms).
- Do you require single sign-on (SSO) integration between your dealer user directory and the menu system?
- What is the acceptable handoff latency from ratebook update to menu display (for example <1s, 1-3s, >3s)?
- Are there manufacturer or OEM branding or disclosure fields the menu must display for dealer program compliance?
Issue Digital Contracts and E-Signatures
- Identify your current e-signature provider or contract delivery method used today for customer signatures.
- How should the digital contract capture required fields for compliance: VIN, odometer, sale price, term, and buyer signature metadata?
- Confirm whether time-stamped audit trails and IP address capture are required for electronic signatures on F&I contracts.
- Provide the name and role of the person authorized to approve or countersign digital contract templates at your dealership.
- Are there state-specific disclosure paragraphs that must be auto-populated into contracts for certain jurisdictions?
- Would you like completed contracts to be auto-saved to the customer profile in your DMS and emailed to buyers on completion?
Administer Service Contract Enrollment at POS
- Describe the typical finance office workflow at point of sale (who offers products, where is the menu displayed, handoffs between salesperson and F&I manager).
- Identify the POS fields that must be captured at enrollment (for example VIN, term months, mileage allowance, buyer signature).
- Confirm if enrollment must be available offline and able to sync when a connection resumes.
- Name the day-to-day contact in the F&I office who will manage enrollment exceptions and reconciliation.
- What is the maximum acceptable enrollment turnaround time at the POS to avoid disrupting the sales flow (for example 30s, 60s, 120s)?
- List any eligibility rules by vehicle age, mileage, or vehicle class that should automatically block enrollment.
Administer GAP Waiver Processing
- Describe current GAP waiver acceptance criteria you use today (for example maximum loan-to-value, maximum term, lienholder restrictions).
- Specify the lienholder data fields that must be captured and validated for GAP waiver issuance (for example lienholder name, current payoff, loan start date).
- Select whether you require instant underwriting decisioning at POS for GAP, or prefer manual review for exception cases.
- How will GAP refunds or prorated cancellations be calculated and posted when a contract is voided or rescinded?
- Detail any state licensing or insurance filing obligations for GAP in the states where you sell these waivers.
- Name the dealer contact responsible for lienholder payoffs and confirmation for GAP cases.
Administer Tire-and-Wheel and Ancillary Fulfillment
- Select the ancillary products that require scheduled fulfillment after sale (for example prepaid maintenance, tire-and-wheel plans, PDR).
- Detail the fulfillment cadence you want for prepaid maintenance per plan SKU (for example 6 months or 6,000 miles intervals).
- How should service reminders be delivered to customers for scheduled redemptions (email, SMS, phone, mailed notice)?
- Confirm whether fulfillment should integrate with your service scheduling system to allow one-click booking tied to a prepaid plan.
- Name the contact at your service department who will accept and process fulfillment claims or redemptions.
- Confirm whether parts or consumables (for example wiper blades, tires) are included in any SKUs and whether vendor drop-ship is required.
Operate In-House Claims Processing
- State the target claims adjudication turnaround time (TAT) you require for in-house claims (for example same day, 1-3 business days).
- List the claim documentation required for adjudication (for example repair order, photos, written estimate, customer statement).
- Name the authorized approvers for claims payouts and the monetary thresholds for each approver.
- Do you require subrogation or recovery workflows for repair-related claims and recoverable parts?
- Provide the desired SLA for claims payment to customers or repair shops after approval (for example number of business days).
- Identify the monthly claims reporting fields your group requires (for example reserve usage by code, paid count, open aging).
Deploy Customer-Facing Online Claims Portal
- Which customer data fields should be viewable and submittable through the claims portal (for example contract number, VIN, claim status, upload photos)?
- Do you require single sign-on between the claims portal and your customer account or CRM system?
- Specify the maximum acceptable portal downtime or maintenance window per month (for example <1 hour, 1-4 hours).
- How should uploaded repair photos and documents be linked and stored against claim IDs in your claims database?
- Which notification channels should the portal use to update customers on claim progress (email, SMS, in-portal notifications)?
- Who will own portal user support escalations and what hours should support be available?
Provide On-Site F&I Manager Training
- How many F&I managers will attend on-site training sessions?
- Which training topics should be prioritized (menu presentation, objection handling, compliance disclosures, role-play)?
- Would you like live role-play using actual recent dealer deals and scripts during the training?
- When are your preferred training dates and do you require weekend or evening sessions?
- Do you want digital training materials and reusable templates provided for ongoing coaching?
- Name the training coordinator at the dealership and indicate if they should receive train-the-trainer instruction.
Run 60–90-Day Product Pilot Administration
- Specify the pilot start date and preferred length (select 60, 75, or 90 days).
- What measurable acceptance criteria will confirm pilot success (for example target penetration percentage increase, PVR lift in dollars, cancellation rate threshold, claims adjudication TAT)?
- Which SKUs and vehicle classes will be in scope for the pilot (provide SKU codes or vehicle categories)?
- How frequently should pilot performance be reported (weekly, biweekly, monthly) and which KPIs must appear on each report?
- Who will provide secure access to your DMS and sales data for pilot measurement and list the data fields required (for example VIN, sale price, finance terms, product sold).
- Are there dealer group or OEM reporting templates or cadence requirements that must be satisfied during the pilot?
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Pilot Evaluation
Run a 60–90 day pilot to measure penetration, PVR lift, cancellation rates, and claims experience against agreed acceptance criteria.
- desired_state
- success_criteria
- gaps
- stakeholders
- decision_readiness
- current_state
- gaps
- current_state
- stakeholders
- decision_readiness
- success_criteria
- desired_state
- current_state
- decision_readiness
- gaps
- desired_state
- stakeholders
- success_criteria
- decision_readiness
- decision_readiness
- decision_readiness
- decision_readiness
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Mutual Commit
Finalize commercial and compliance terms, confirm pilot results, and document mutual obligations and readiness to transition to full rollout.
Agreement Modules
- Master Services Agreement (MSA)
- Statement of Work (SOW)
- Order Form & Pricing Schedule
- Pilot Acceptance Certificate
- Go-Live Readiness and Transition Agreement
- Compliance & Regulatory Addendum
- Data Processing Agreement (DPA)
- Service Level Agreement (SLA) & Claims Handling Exhibit
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Deployment
Lock readiness facts and configuration values before execution begins.
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Pre-Deployment Readiness
Capture scheduling, access, training dates, named owners, and regulatory compliance checks required before execution begins.
Pre-Deployment Questions
Environment and site access
- Which buyer systems must the seller integrate with? Select all that apply (we use this to request access and schedule work).
- For each system you selected above, provide the named system owner and the date the environment (production or test) will be available to the seller — format: 'system: owner name, role, environment (prod/test), available date' (so we can schedule integration and request access).
- Is the buyer's production menu integration endpoint available for initial testing (so we can schedule the first integration sprint)?
Data and configuration
- Will the seller import or migrate any product, pricing, or historical contract data into the seller's systems? (this determines mapping and import tasks)
- Who is the source‑of‑truth owner for rate tables and coverage definitions? Provide name, role, and best contact (so we know who approves final rates and tier changes).
- Has the field‑mapping approach for menu items, rate tiers, and cancellation/chargeback codes been finalized (so we can schedule the configuration build)?
People and ownership
- Provide the primary named buyer deployment owner (name and role) and the seller deployment owner (name and role) who will be the daily escalation contacts.
- Who is the buyer's training lead (name of the first F&I manager to be trained) and what is the preferred first in‑office training date? (so we can reserve trainer and materials)
- Who has final authority to approve go‑live readiness? Select primary authority and name the person for sign‑off (this determines the approval workflow).
Timing and constraints
- List any blackout windows, high‑volume sales periods, or preferred go‑live windows (specific dates or recurring days/hours) the deployment must avoid or target (so we schedule training and cutover at low risk times).
- Are there regulatory gates or filings that must be completed before go‑live? Select all that apply (these determine compliance milestones).
- If any regulatory gates apply, provide the named compliance owner and the expected completion date for each item (so we can block compliance milestones in the plan).
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Integration & Pricing Configuration
Lock exact configuration values the deployment team will use — menu integrations, rate tables, digital contract settings, and claims portal access.
Configuration Details
Integration & Pricing Configuration — Environments & endpoints
- Enter the deployment environment name this build will target (format: single word, e.g., production). Default is "production" — confirm or specify another value.
- Enter the menu-system integration endpoint URL the platform should call for menu actions (format: https://...). If no API endpoint is available, enter "N/A".
- Which menu-system integration category does the buyer use? (Choose the single best match)
Options & features to enable for this deployment
- Select the feature flags the seller should enable for this deployment (multi-select allowed). These determine which deployment modules the build will provision.
- Rate table source type the deployment should consume (select one)
Mappings & identifiers the build will read verbatim
- Enter the exact field name the rate table uses as the primary identifier (e.g., "sku", "plan_code"). This value is used for automated mapping.
- Enter the exact reporting feed or endpoint name the seller should send PVR/penetration/cancellation metrics to (format: feed name or API resource path). If none, enter "none".
Digital contract delivery & e-sign configuration
- Select the digital contract delivery method for contract presentation and signing (single choice)
- If you selected "Platform-hosted contract", enter the contract subdomain to provision (format: https://subdomain.your-contract-host). If not applicable, enter "N/A".
Claims portal access & identity
- Enter the public URL for the claims portal the buyer will use (format: https://...). If claims are handled outside the platform, enter "external".
- Enter the claims-portal access role name to provision for the buyer (single value, e.g., "claims_admin" or "claims_user"). This is a non-secret identifier the build will create or map.
- Select the claims-portal authentication method the buyer will use (single choice)
Pricing effective date & sync policies
- Enter the pricing effective date the deployment should apply (format: YYYY-MM-DD). Default is 30 days from submission — confirm or override.
- Enter the cancellation-sync frequency the platform should run (numeric — days between syncs). Default is 1 (daily).
Credential handoff (non-secret identifiers and owner)
- Provide the credential owner for integration secrets (format: Full Name <email>) — the secret itself will be exchanged via your secrets manager at handoff. Also name the buyer's secrets manager or secure channel (e.g., "your secrets manager: HashiCorp Vault" or "secure SFTP key exchange").
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Rollout & Training
Execute the rollout with scheduled in-office F&I training, menu system integration, go-live sequencing, and clear owners for each task.
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Success
Monitor penetration, PVR, cancellations, and claims; run monthly performance reviews, refresher training, and maintain a shared channel for issues and enhancements.
Success Reviews
- Go-live Health Check (weeks 1-4)
- First Measurement Review (weeks 4-10)
- Pilot Outcomes Review and Transition Readiness (around day 90)
- Ongoing Performance Review (monthly for first 3 months, then quarterly)
Issues & Enhancements
- Update the shared issue backlog with owners and expected resolution dates and notify stakeholders of any escalations.
- Implement targeted pricing or menu sequencing change and document expected impact and go-live date.
- Schedule focused refresher coaching sessions for underperforming F&I managers within 14 days.
- Restate acceptance criteria from Pilot Evaluation
- Confirm where pilot metrics (penetration rate, PVR lift, cancellation rate) sit relative to the acceptance criteria recorded in Pilot Evaluation.
- Ensure all critical remediation items required for safe transition are assigned with firm resolution dates.
- Document the incumbent wind-down status and the final data archive or migration result.
- Produce a final pilot outcome summary that maps each measured metric to the acceptance criteria recorded in Pilot Evaluation and circulate to stakeholders.
- Close or assign remaining remediation items with target resolution dates and publish the transition checklist.
- Deliver the incumbent archive/migration report and confirm read-only status or contract termination steps as applicable.
- Monthly metrics dashboard
- Maintain or improve product penetration rate and keep cancellation rate and claims turnaround within the thresholds recorded in Pilot Evaluation.
- Resolve the top 3 operational issues in the shared channel or document a timeline to closure.
- Schedule any required refresher training for underperforming F&I managers within the next 30 days.
- Publish the monthly performance dashboard with trend lines and the top 3 action items for the next period.
- Schedule and confirm dates for targeted refresher training for named managers.
- Reconfirm success criteria and owners
- All core deployment items (menu integration, rate tables, contracts, claims portal access) are confirmed complete or have a defined remediation plan.
- Named owner confirmed for each success criterion recorded in Pilot Evaluation and next measurement date set.
- Top 3 live issues documented with remediation actions and target resolution dates.
- Publish deployment verification checklist with status and owners within 24 hours.
- Enable weekly adoption snapshot exports from the dealer's menu system for the first 60 days.
- Create a shared channel for live issues and escalate any blocker unresolved after 48 hours.
- Present first-period outcomes
- Determine whether product penetration rate and PVR are tracking toward the Pilot Evaluation targets and document any gaps.
- Agree a prioritized list of corrective actions with owners and completion dates to get metrics back on track.
- Confirm the data sources and reporting cadence that will feed the Pilot Evaluation review.
- Deliver a root-cause analysis report for any metric below target, including sample deals and recommended fixes.
- Present final pilot results
- Refresher training and coaching needs
- Deployment and integration validation
- Cancellation and claims snapshot
- Review outstanding remediation items
- Early adoption signals and usage patterns
- Shared channel issues and enhancement backlog
- Root-cause diagnosis
- Claims escalation and quality review
- Incumbent wind-down confirmation
- Open issues, blockers, and mitigations
- Agree corrective actions and owners
- Confirm timeline to Pilot Evaluation acceptance review
- Agree immediate transition checklist
- Short health check and meeting efficiency
- Agree near-term checkpoints