Increasing customer satisfaction for Team Mancuso

About the client

Team Mancuso Powersports, part of Sonic Powersports, is a high-volume powersports dealership with five locations across Houston, TX. Their business focuses on selling UTVs, ATVs, motorcycles, watercraft, and more from top brands like Can-Am, Polaris, Honda, and Sea-Doo.

We've seen an increase in our GPU front and back. I think that has a lot to do with it being on an iPad, being digital. It's something customers can trust more.

Eddie Rivera
General Manager

Challenge

A typical vehicle purchase was a tiring experience, often lasting 5-6 hours, especially on busy weekends. This created “customer fatigue," where frustration replaced the initial excitement of a purchase. Customers dreaded the long wait, comparing it to the notoriously slow process at traditional dealerships.

The pen-and-paper method forced the sales advisor to leave the customer's side. Every pricing question, trade-in detail, or manager approval required a trip to the sales desk. This constant back-and-forth disrupted the conversation, created anxiety and a lack of trust for the customer, and gave them time to reconsider their purchase.

On top of that, introducing new technology presents a steep learning curve. Managers often hit a wall where people would rather go back to familiar working methods.

Impact: Unprecedented speed & customer satisfaction

At first, Sonic Powersports adopted ODL for their F&I operations across all store chains. Later, they rolled out the platform for the sales floor in several stores, including Team Mancuso. Now, sales advisors are equipped with tablets that guide both them and their customers all the way up until the handoff to finance.

Uninterrupted selling

ODL replaced the messy paper shuffle with a digital interface. Sales advisors can now manage the entire transaction on one device, staying with the customer from start to finish. They can build the deal, answer questions, and make adjustments in real-time, fostering a personable interactive customer experience.

Boosted customer trust

Customers appreciated the new system for its speed and simplicity, with one calling it "the easiest buying experience they've ever had." The digital format also added a layer of validity and trust to the numbers presented.

Seamless collaboration

Instead of running to the manager's office, reps can now add notes and questions directly into the digital deal worksheet. Managers can see the context instantly and provide feedback through the system.

Increased sales throughput

By finalizing deals faster, sales advisors are free to assist the next customer in line. This ability to increase customer throughput is a crucial advantage, especially during busy weekends or major sales events. The dealership experienced a notable boost in both front- and back-end gross profit, driven by the trust and transparency delivered through the digital process.

Fast user adoption

The sales team quickly adapted to ODL, overcoming the typical resistance to new technology. What stood out most was how intuitive the system felt — it didn’t require hours of training or complicated onboarding. Instead, ODL’s step-by-step interface made it simple for anyone to pick up, get a quick overview, and immediately start using it with confidence.