It's 6:40 on a Tuesday night. A customer who test drove a pickup on Saturday calls the store to ask about her trade-in. Her salesperson is with someone else, the call rolls to voicemail, and by Wednesday morning nobody remembers it happened. Nothing in the CRM says she called. Three days later, she buys a truck across town.
Every dealership has a version of that story. Usually more than one.
The frustrating part is that your phone system knew. It logged the call, the time and the number, and maybe even recorded the voicemail. That information just lived somewhere your sales manager never looks.
Two systems that never talk
Most stores run on two separate worlds. The phone system tracks calls. The CRM or DMS tracks customers. Unless someone stops to type a note, the two never meet.
So managers end up guessing. Did the rep actually call that internet lead back? How many calls from active buyers went unanswered last month? Which advisor is great on the phone, and which one could use some help? You can dig for those answers, but it means pulling call reports, flipping between screens and matching phone numbers by hand. Most weeks, nobody has time for that.
Your people aren't the problem. The data just isn't where they work.
Putting calls where your team already looks
Hansen Integrations connects your phone system directly to your dealership CRM or DMS. It's a live connection, not a spreadsheet someone uploads once a month.
Here's what that looks like day to day. A customer calls, and the call shows up on their record automatically. No one types a thing. Want to hear how that negotiation went? Open the customer profile and press play on the recording. Outbound calls sit right alongside inbound ones, so you see the whole back-and-forth. And call metrics feed into your reporting, so phone performance lives next to the rest of your sales and service numbers.
The short version: you see more, and you miss less.
What changes for your managers
Once calls live inside the CRM, a lot of hard questions get easy.
A sales manager can open a lead and see every call that's happened on it. Unreturned calls stand out instead of hiding. Follow-up stops being something a rep says they did and becomes something you can actually check. And when a customer disputes what they were told, the recording is right there in their file.
Coaching gets better too. Instead of telling a rep to "work on phone skills," you can pull up a real call or its transcript, listen together and talk through what to try next time. That works just as well on the service drive as it does on the sales floor.
Works with the platforms you already run
Hansen offers full call data and recording integration with:
- VinSolutions CRM
- DealerSocket Solera CRM
- PBS Systems CRM / DMS
- CDK (via Fortellis)
Running something else? If your system has an API, there's a good chance we can connect to it. Our team builds custom integrations all the time using REST APIs, OAuth and API key authentication, webhooks and scheduled data feeds.
Getting set up
We don't just flip a switch and hope for the best. First we look at what your CRM or DMS can receive and figure out the best way to connect to it. Then we map your call data to the fields and workflow your store already uses. Everything gets tested before it goes live, and we keep an eye on it afterward so the data keeps flowing.
Security is part of the build from day one. Every integration uses encrypted data handling, secure authentication and controlled access permissions, so your customers' recordings stay protected.
Part of the bigger picture
Integrations works hand in hand with the rest of the Hansen lineup: Call Reporting & Analytics, Call Recording and one-click Transcription. Together, they turn your phones from a blind spot into one of the best sources of customer insight you have. The integration simply makes sure that insight lands in front of the people who can act on it.
Let's find the calls you're missing
Somewhere in last month's call log is a customer who should have bought from you. We'd love to show you how to catch the next one.
Book a live demo, or give us a call toll-free at 1-877-795-2274 (Mon–Fri, 7am–4pm PST).