CitNOW Launches “Time to Shift Gears 2025” Report: Rethinking Customer Experience in Automotive Retail

CitNOW, part of CitNOW Group, has today released its latest industry report, Time to Shift Gears 2025, offering a timely and data-driven perspective on the evolving landscape of automotive retail. The report highlights the urgent need for retailers to simplify their technology ecosystems and unlock the full potential of customer and vehicle data to deliver a truly connected customer experience.

Based on in-depth research with automotive decision-makers across the UK and Europe, the report reveals a sector ready for change — but held back by fragmented systems and underutilised data.

Key insights from the report include:

• 100% of respondents agree that unified customer and vehicle data would significantly enhance revenue growth
• 88% of retailers are seeking to reduce the number of technology systems they use
• Only 41% are very satisfied with their current CRM platforms
• Just 26% believe they are extracting excellent value from their customer data.

The Time to Shift Gears 2025 report is part of CitNOW Group’s vision and commitment to helping retailers create a connected ecosystem that enhances every stage of the customer journey. From sales to aftersales, the report outlines how a more unified approach to data and technology can drive operational efficiency, customer satisfaction, and long-term loyalty.

CitNOW launches first CRM solution tailored for Automotive Retail

CitNOW, part of the CitNOW Group, has announced the launch of CitNOW Auto360, its first customer relationship management (CRM) solution that will be available on Salesforce AppExchange.

This launch marks a significant milestone for CitNOW Group, building on the foundation of its established digital solutions and deep industry expertise. The new CRM is designed to deliver personalised driver experiences, streamline service operations, and drive revenue across the entire vehicle lifecycle.

What sets this CRM apart is its ability to seamlessly integrate with over 250 third-party dealer systems, spanning marketing, sales, and aftersales functions, empowering retailers to simplify their tech stack, reduce inefficiencies, and unlock new levels of profitability.

Already trusted by some of the UK’s leading dealer groups, the solution represents a major evolution in how dealerships manage customer relationships — offering a smarter, more connected way to engage with drivers at every stage of their journey.

As part of CitNOW Group’s ongoing mission to transform the digital retail experience, this CRM solution is another step forward in helping retailers deliver exceptional service and grow their businesses with confidence.

Quarterly Update - March 2025

Welcome to the second of CitNOW group’s quarterly roundups in 2025 – bringing you the latest updates from CitNOW, Dealerweb and RTC.

In this issue, we delve into the importance of first-time fix rates on your workshop efficiency and customer relationships, as well as sharing our two-part Auto Talk series on AI. Alistair Horsburgh, CitNOW Group Founder and Advisory Board Chair, sits down with two AI experts to consider the impact of AI on automotive retailer operations. It’s a must watch!

Lastly, we’re thrilled to be sharing some very exciting news. Read the full round up to get a sneak peak into what’s coming soon from CitNOW !