Tag & Title Transformation

An automotive dealership faced several challenges with their tag and title process, including employee accountability, tracking communication breakdowns, and inefficient customer communication. To address these issues, our company developed a comprehensive application that streamlined the process, improved internal communication, and enhanced customer service. The implementation of the application led to increased efficiency, better performance tracking, and an improved customer experience.

Background

The automotive dealership faced several key challenges in their tag and title process:

• 1

  Lack of employee accountability

• 2

  Inability to track communication breakdowns

• 3

  Inefficient communication with customers regarding tag and title status.

Our company was tasked with developing a solution to address these challenges and improve the overall tag and title process.

What we did

We developed a custom application with the following features:

Core Features and Benefits

• 1

  Centralized Task Management

  TTMS became the hub for all post-delivery responsibilities. Staff could log outstanding tasks, track statuses, and receive alerts for follow-ups—ensuring nothing fell through the cracks.

• 2

  Support for Complex Post-Delivery Scenarios

  The system accommodated various operational needs beyond tags, including:

  • Internal processing of rebates/incentives
  • Title payoff coordination with banks
  • Insurance verification and documentation
  • Certificate of Origin tracking and due-from records

  Additional compliance or administrative steps specific to each deal This list is not exhaustive—TTMS was built to handle any dealership-specific post-sale process.

• 3

  Internal Communication and Accountability

  Every task included timestamps, responsible parties, and status updates, enabling full transparency and performance tracking.

• 4

  Customer Notifications

  Automated updates were sent to customers when tags were ready or documents were needed, cutting down on call volume and boosting satisfaction.

• 5

  Shipping Integration and Digital Payments

  Customers could pay for tag shipping via credit card or Apple Pay, providing added convenience and generating ancillary revenue.

• 6

  iPad Interface for Frontline Staff

  Customer Care Representatives used iPads to collect digital signatures, log pickups, and mark shipments in real time.

• 6

  Real-Time Reporting for Managers

  Management could view reports on team performance, bottlenecks, and task completion rates to continuously optimize operations.

Result

After implementation, the dealership saw immediate improvements:

• 1

  Clear Ownership and Follow-Through

  Every task was visible, assigned, and tracked—eliminating confusion and missed steps.

• 2

  Faster Post-Delivery Resolution

  Delays were drastically reduced, as teams could now see exactly what was needed, who was responsible, and when it was due.

• 3

  Happier Customers

  Customers received timely updates and had the option to request shipping and pay online—making the entire experience smoother.

• 4

  New Revenue Stream

  Tag shipping fees and digital payments opened up an additional stream of revenue.

Conclusion

A delivered vehicle doesn't mean a completed deal. Without a centralized system to manage post-delivery documentation and tasks, dealerships face delays, miscommunication, and compliance risks. By implementing a purpose-built TTMS, this dealership transformed a chaotic, manual process into a streamlined operation with full visibility, accountability, and improved customer satisfaction. TTMS isn't just a tool—it's the operational backbone that modern DMS platforms fail to provide.