A customer calls your store on a Thursday afternoon. He's been looking at an SUV online, he has a trade, and he wants to know if he can come in Saturday.
That one call matters to more people than you might think. The salesperson wants the appointment. The BDC needs to confirm it. The sales manager wants to know it was handled well. The GM wants it to show up in the numbers. And a few months from now, when that same customer calls about his first oil change, the service manager will care too.
Here's the problem: in most dealerships, that call only lives in the phone system. Nobody else sees it unless someone writes it down. When calls flow straight into your CRM or DMS instead, everyone gets something out of it. Here's what changes for each role.
For the general manager: the full picture
A GM juggles a dozen reports already. What's usually missing is the phone. How many calls came in last month? How many went unanswered? Are the calls turning into appointments, and the appointments into deals?
When call metrics feed into the same reporting your store already uses, the phones stop being a blind spot. You can see how call handling lines up with sales and service results, and decide where to put people and training based on real activity, not hunches. Hansen Call Reports & Analytics is built for exactly this kind of visibility.
For the sales manager: accountability without the guesswork
Sales managers spend a surprising amount of time chasing the same question: "Did you call them back?" With integration, you don't have to ask. Every inbound and outbound call shows up on the customer record with a time stamp, so you can see what happened on a deal in seconds.
It also makes coaching real. Open a lead, press play on the call with Hansen Call Recording, and hear exactly where the conversation turned. That's far more useful than a vague note in the CRM.
For the BDC: fewer leads falling through the cracks
Your BDC lives on the phone. The faster they can see which calls were missed or never returned, the more appointments they save. With call data flowing into the CRM, those gaps stand out on the record instead of hiding in a separate report.
And because no one has to log calls by hand, your BDC reps spend their time talking to customers rather than typing about them.
For the service manager: every customer conversation in one place
The service drive takes a huge share of a dealership's calls: appointment requests, repair status checks, questions about an estimate. When those calls attach to the customer record, your advisors can see past conversations before they pick up the next one.
If a customer says they were quoted a different price, the recording is right there. Hansen Transcription turns calls into text, so you can find what was said without listening to the whole thing. It's also a simple way to help advisors handle tough calls better.
How it all connects
Every one of these wins comes from the same place: Hansen Integrations. It creates a live link between your phone system and your dealership's CRM or DMS, so calls, recordings and call metrics land on the right customer record automatically.
Hansen currently offers full call data and recording integration with VinSolutions, DealerSocket, PBS Systems and CDK via Fortellis. Using another platform? If it has an API, there's a good chance we can connect to it. Hansen also works with most phone systems, so there's no need to replace the phones you already use.
Our team handles the setup. We review your platform, map call data to the fields your store already uses, and test everything before it goes live. All integrations use encrypted data handling, secure authentication and controlled access permissions.
New to the idea? Start with Your Phone System Knows More Than Your DMS/CRM Does [add link to post 1], then see 5 Things Your Dealership's Phone Calls Are Telling You [add link to post 2].
Give your whole team the same view
One customer call can touch half your store. When everyone can see it, follow-ups happen, coaching sticks and fewer deals slip away.
Book a live demo to see Hansen inside your CRM or DMS. You can also read what our customers say, or call us toll-free at 1-877-795-2274 (Mon–Fri, 7am–4pm PST).