Banister Automotive transitioned from a fragmented tech stack (Reynolds & Reynolds DMS + E-Leads CRM) to Tekion's AI-native, unified Automotive Retail Cloud (ARC) platform—achieving a 60% increase in show ratio, cutting greet times in half, and eliminating most paper operations across the business.

‍

The Challenge—Operating Across Multiple Systems

For years, Banister was managing operations across multiple disconnected platforms. Like most dealerships, they relied on Reynolds & Reynolds as their DMS and a separate CRM (E-Leads) for lead management and customer communication. This fragmentation created real operational friction. Managers had to keep multiple systems open at once to see the full picture—sales data in one platform, service data in another. Building targeted customer campaigns required bouncing between tools. Data didn't sync in real time between systems, so accurate reporting required manual compilation across departments. Accountability was hard to verify when information lived in different places.

The learning curve was steep for new hires, especially in fixed operations where training a parts manager on Reynolds & Reynolds could take years. Reports were delayed because they required pulling data from separate sources. The overall technology experience also felt outdated—disconnected, slow, and cumbersome. Banister knew this operational complexity wasn't sustainable.

Why a Unified Platform Mattered

When evaluating Tekion, the Banister team recognized something fundamental: instead of juggling multiple platforms and vendors, they could operate from a single unified database where all systems (DMS, CRM, sales, fixed ops) spoke to each other in real time. The decision was strategic. Tekion's modern architecture meant data synced instantly—when a service order closed, it flowed directly into accounting. When a customer booked an appointment, the sales team saw it. And critically, Tekion was designed for usability: intuitive interfaces and mobile-first capabilities. The implementation was thoughtful too—Tekion's team conducted training in phases, so the transition felt manageable, not disruptive.

‍

The Results—Real-Time Visibility and Guest Experience Transformation

Guest Experience & Sales Performance

The most dramatic impact was in guest experience and show ratios. Because ARC unified all customer data and communication, Banister's internet sales team could prepare for every customer arrival. They knew who was coming, what vehicle they were interested in, and could send timely reminders via text or in-app notifications. The result was tangible: show ratio jumped from less than 45% to 60%—a 15-point lift. Greet times dropped significantly because greetings were now informed, personal, and prepared.

"Our lift in show ratio is actually 60% compared to what it used to be. Before it was less than 45%."

—Cheryl Johnson, Internet Sales Manager at Banister Automotive

Real-Time Data & Accountability

Managers at Banister now check the app every morning before arriving at work—appointments, gross revenue, pace for the day. This real-time visibility changed management. Instead of waiting for reports, executives could verify information directly and hold department heads accountable with accurate data.

"Everything goes real time. So if you close an RO, it goes into accounting—you're not guessing how much you made for the day."

—Darlene Walters, Controller at Banister Automotive

Operational Simplicity & Training

ARC’s usability advantage became clear during onboarding. A new parts manager could reach full productivity on ARC in about a week. This dramatically reduced operational friction and enabled faster hiring and team scaling.

Paperless Operations & Cost Savings

ARC’s digital-first approach eliminated nearly all paper. Documents that once required physical filing can now be digitally signed, stored, and retrieved in seconds. One executive pulled a specific deal file from February 2025 in 30 seconds—something that would have required filing cabinet searches before. This also eliminated a significant expense: printing costs that were substantial at their previous company are now gone.

"The only time we ever use paper is if a state requires wet signatures. Otherwise, I couldn't imagine going back."

—Josh Heaton, Executive Manager at Banister Automotive

‍

The Measurable Impact

‍

Why This Matters for Your Dealership

If you're still operating across multiple vendors—a legacy DMS, a separate CRM, standalone tools for different departments—you're paying a hidden cost. Your team spends time syncing data across systems. Your leadership lacks real-time visibility. Your guests experience fragmented service. And your new hires face a steep learning curve just to be productive.

Banister's experience shows what's possible with a unified, modern platform: faster sales cycles, higher show rates, better data accuracy, lower operating costs, and a team that can actually manage the business instead of managing the tools. A 60% show ratio lift isn't just better metrics—it's better customer relationships, more revenue, and less operational complexity.

"It's like when the Wizard of Oz goes to color—it's just a whole different way of experiencing operating a dealership."

—Josh Heaton, Executive Manager at Banister Automotive

Ready to unify your dealership and see what's possible?

Request a demo of Tekion's Automotive Retail Cloud

‍

‍

Frequently Asked Questions

How difficult is the transition to Tekion?

The transition is smoother than expected, especially with Tekion's phased implementation and training support. Most teams report that Tekion's intuitive design makes the learning curve significantly shorter than legacy systems.

Can I really run a dealership paperless?

Yes, with digital signatures and cloud storage. You'll only need paper for state-specific legal requirements, eliminating printing costs and dramatically speeding up document retrieval and record-keeping.

What kind of show ratio improvements can we expect?

Results vary by dealership, but unified customer data and real-time communication enable better appointment management and customer preparation. Banister achieved a 15-point lift by leveraging real-time visibility.

‍

‍