GoTo Connect Garage

Communication challenges often go unnoticed until they're already impacting retention and revenue. In the first episode of GoTo Connect Garage, David Marcroft, Principal Auto Director at GoTo Connect, explores why answering the phone isn't the same as helping the customer and how visibility, accountability, and connected systems help dealerships reduce friction, strengthen relationships, and improve performance.

Today's buyers have often researched the vehicle, compared dealerships, read reviews, and made much of their purchasing decision before they ever submit a form, send a text, or pick up the phone. In this episode of GoTo Connect Garage, David Marcroft, Principal Auto Director at GoTo Connect, explores why communication before the visit has become one of the biggest competitive advantages dealerships can create—and how every interaction shapes customer experience, retention, and long-term business performance.

Customers don't follow scripts, so dealership AI can't depend on customers staying inside a predetermined path. Context is what helps turn an automated response into a useful customer experience. Join David Marcroft for Episode 3 of the GoTo Connect Garage as he discusses why the real test isn't whether a system can answer, it's whether it can understand enough context to answer well.

A dealership can have great people, strong processes and capable technology and still create unnecessary friction for customers. Each issue can look small but together, they shape how easy or difficult it feels to do business with the dealership.


In the latest GoTo Connect Garage, Bob Calabrese, Client Relations Director at Ewing Automotive Group, joins us to explore communication from both sides: the dealership technology perspective and the reality of putting it to work inside an automotive group.