For family-owned dealerships, growth is exciting and often messy. More locations, more brands, more staff. But with scale comes complexity, especially when it comes to gathering actionable customer satisfaction data.
Hudson Automotive Group, with over 50 dealerships spanning seven states and brands like Honda, Hyundai, Volvo, Acura, Nissan, Chevy, and Jeep, found themselves stuck in that very place. As they added new locations, their customer satisfaction (CSI) data still came in via fragmented, manual processes. By early 2022, those silos and delays were starting to sabotage their ability to improve.
Problems: Slow, Manual, and Disjointed Data
- Manual collection + siloed data
Hudson’s CSI metrics were spread across sales floors, service bays, and various brands. Pulling them together meant days of manual work. - Delay in insights = delay in action
Because it took so long to assemble the data, by the time leadership saw problems or patterns, opportunities had already passed. - Prior automation efforts failed to stick
Hudson tried off-the-shelf tools, plug-ins, and different systems. But maintaining consistency across brands, websites, and changing vendor requirements was breaking those solutions.
Why Hudson Chose Oxlo
Faced with continued growth and continuous data inconsistencies, Hudson needed a partner who could:
- Solve the automation problem and end the countless wasted manhours and delayed insights
- Increase the frequency, volume, and accuracy of the data aggregation and standardization
- Better manage the associated processes of login management, process documentation
How Oxlo Delivered
- Onboarding was fast, under a month and with minimal meetings.
- Changes in website structures or brand protocols were handled by Oxlo, meaning Hudson didn’t have to chase down every technical glitch.
- Automated workflows replaced 3+ days of manual work, collapsing it into a matter of minutes.
| Before Oxlo | After Oxlo |
| Multiple days to pull CSI data manually | Automated pulls take minutes per brand, automated and repeatable |
| Only store-level performance visible | Individual employee performance surfaced |
| Limited ability to coach based on real data | Coaching and accountability based on precise metrics |
| Underperforming stores stuck below benchmark | Even weaker-performers now exceed industry CSI benchmarks |
Hudson didn’t just get more speed. They got precision, insight, action and customer service.
What’s Next for Hudson
Hudson plans to keep scaling with Oxlo as a central piece of their operations. When a major brand (Hyundai) recently changed how CSI scores needed to be collected, Hudson didn’t need to scramble; Oxlo adapted quickly behind the scenes, so reporting stayed consistent.
Automate Your Data Gathering
If you’re in the automotive business and you’re struggling to aggregate data, the lessons from Hudson are clear: the sooner you automate, standardize, and drill into your data, the sooner you drive measurable improvement.
Download the Hudson Automotive Group Case Study by Oxlo to see the complete details or talk to our team to get started today.