This was a DMSC 2026 session.See the 2027 Agenda
- Agenda
- 2026
- Panel
Rethinking Your Customer Communication Strategy
Build a smarter communication strategy that improves engagement and conversion
Presented by
About the Session
Dealers have new access to better data, AI enhanced communication tools, and more flexible sales workflows in CRM tools but how should dealers build a better communication strategy? How do they measure the effectiveness of an updated tech stack? Since customers call more often than submitting a lead from a marketing campaign, how can higher conversion rates be developed via phone or SMS?
Key Takeaways: Strategies to improve customer communication are available Dealers need to be mindful of how many tools are communicating with clients Deciding which platform should host the opt-in and opt-out data How to identify gaps in customer communication which are hurting marketing outcomes and customer retention Join this session to ensure your dealership can lead the way for improving customer communication and online marketing conversion rates.
On Stage
Brian PaschModeratorFounder, Pasch GroupFounder of PCG Companies, Brian Pasch Enterprises (BPE), and Pasch Group, Brian Pasch is a thought leader, effective strategy driver, and automotive industry change agent. In tune with the fast pace of the digital marketing environment, he successfully leads OEMs, dealers/dealer groups, and ad agencies by helping them harness data, eliminate waste, and incorporate efficient marketing tactics.
Michelle GoedkenVice President of Sales, CarRxMichelle Goedken is Vice President of Sales at Connected Dealer Services, leading strategy and execution for its subsidiary brands including CarRx. With over ten years in automotive tech, she focuses on dealership growth through data-driven retention and service marketing solutions.
Gary GravesCo-Founder, DealerCXGary Graves is the Co-founder of DealerCX, the automotive industry's first AI-native platform built to unify the complete customer journey across sales and service — managing the customer relationship from awareness to loyalty. Gary previously co-founded TotalCX, sold to CallRevu in 2024, bringing a proven track record of building and scaling technology that delivers real results for dealers.
Jim MenardChief Growth Officer, CallRevuJim Menard is a seasoned industry veteran with more than three decades of experience across the automotive and software sectors. He joined CallRevu as Vice President of Client Services, where he quickly distinguished himself as a strategic leader, advancing to his current role as Chief Growth Officer.
Scott KnupferVice President of Dealer Solutions, SoleraScott Knupfer is VP of Sales for Solera Dealer Solutions , bringing 20+ years in automotive OEM and dealership technology. A growth-focused leader, he helps dealers unify CRM, DMS, and digital workflows to drive efficiency, revenue, and better customer experiences.
Worth Knowing
From DMSC’s research on Customer Communication. Every number links to its source.
- By the Numbers56%
Sales callers that dealerships in Car Wars' data connected with in the first half of 2026
Source: Car Wars
- Term to KnowSTIR/SHAKEN
The FCC-required framework that lets carriers digitally sign and check that a call really comes from the number shown on caller ID.
- Ask Your Vendor
What STIR/SHAKEN attestation level do our outbound numbers get, and can you show us how each number is labeled on the major carriers?
- Try This Monday
Pull last week's call report by hour and department, compare your connect rate with the 56% sales and 59% service averages, and fix coverage from 10 a.m. to noon.
Keep Going
More on Customer Communication
- Workshop · Sunday, April 26, 2026 · 2:30 pmYour Best People Are Buried Under Your Tech StackJiovan Melendez
- Keynote · Monday, April 27, 2026 · 2:15 pmMarked as Spam: The Hidden Revenue Impact of Missed Call ConnectionsCassie Broemmer
From Pasch Group
See You in 2027.
April 18–20, 2027 at the Westin Kierland Resort & Spa. The program keeps its shape, and sessions are announced as they confirm.