For Dave Gonzalez, the General Manager of Fletcher Jones Newport Beach—the largest luxury dealership in the world—harmonizing dealership operations is a priority. Each day he balances the necessity of efficiency with the desire to exceed customer expectations with every visit. With the right tools, he can meet that challenge head-on.
Journey to the Top
Dave’s success is a testament to his dedication and expertise. He first became a General Manager at just 28 years old, and with over three decades in the automotive industry, he has risen from humble beginnings to manage some of the most respected luxury brands. His achievements in this industry, he explains, hinges on two critical elements: operational efficiency and exceptional customer service.
“It’s all about people and processes,” Dave says. “Whether you’re managing a regular store or a luxury store, the key is to serve your employees and guests while ensuring you have the best processes in place to do so.”
The Heart of the Challenge: Loaner Fleet Management
Like many dealerships, a constant challenge at the heart of Dave’s operation is efficient management of the loaner vehicle fleet. For Fletcher Jones Newport Beach, that’s more than a logistical necessity; it’s one of the largest expenses in the dealership. And in the luxury market, where customer expectations are sky-high, getting it right every time is crucial to maintaining the dealership’s reputation and profitability.
“We needed the best technology to keep the expense as low as possible while maximizing utilization of the cars,” Dave explains.
After years of using a more traditional system, it became clear that a more advanced solution was necessary. That’s when he made the strategic decision to transition to Logitrac.
Logitrac, a cutting-edge fleet management software, offers exactly what Fletcher Jones needs—flexibility, advanced features, and the ability to customize solutions to meet the dealership’s unique needs. With Logitrac, Dave and his team can now do more than just track vehicles; they can manage every aspect of their loaner fleet with precision.
“Our loaner days are down, and we’ve saved substantial amounts of money by being able to stop vehicles from going out of state and charge customers directly for tolls. Knowing where our vehicles are at all times has created a ton of savings for us,” Dave notes with satisfaction.
The Power of Integration: myKaarma and Logitrac
But the story doesn’t end with Logitrac. Dave eagerly anticipates the integration of Logitrac with another vital tool in his arsenal—myKaarma. Seamless communication between both systems will raise the bar once again.
myKaarma, a powerful communication and payment platform, has revolutionized how Fletcher Jones interacts with its customers. With features like automated text messaging, myKaarma ensures that every customer interaction is timely, efficient, and recorded, allowing the dealership to maintain the exceptional level of service its luxury clientele expects.
“Time is always the most valuable commodity for every guest, and both Logitrac and myKaarma help us speed up the customer experience,” Dave shares. “What used to be a 15 to 20-minute process is now less than 3 or 4 minutes.”
The integration between Logitrac and myKaarma redefines efficiency. By enabling these systems to communicate, Dave anticipates even greater improvements in workflow and customer satisfaction. Payments, vehicle tracking, and customer interactions will all be synchronized, creating a hassle-free experience for both staff and customers.
Customer Experience at the Core
For Dave, every decision comes back to one thing: the customer experience. Every minute saved for the customer translates to increased satisfaction and loyalty. Both Logitrac and myKaarma are key to achieving this.
“The texting system in myKaarma, although it’s simple, is still probably the best. It allows us to communicate with our customers on their terms, keeping the relationship strong and ensuring we respond to their needs quickly,” Dave explains. “In the relationship business, communication is everything, and myKaarma provides the platform we need to do it right.”
But it’s also about being proactive. Dave’s team uses these technologies to ensure every customer feels valued and respected, from preparing loaner vehicles in advance to managing service appointments.
“Whatever we can do to speed things up for our guests so that they’re at the dealership for less time is very beneficial,” Dave adds. “Logitrac and myKaarma help us make that possible.”
Looking Ahead
Dave Gonzalez’s success as General Manager isn’t about selling cars—it’s about creating an environment where technology, efficiency, and customer service come together painlessly. He’s constantly focused on the future and refining the processes that have made Fletcher Jones Newport Beach a leader in the luxury automotive market. With this new integration, his job will become just a bit easier.
“Leadership right now is just about putting armor on our people and making sure we’re providing them with all the necessary tools to be successful,” Dave reflects. “Thankfully, myKaarma and Logitrac do a great job of that.”