How Benzel-Busch Delivers a Seamless, Personalized Experience With CDK

At Benzel-Busch Motor Car, automotive excellence isn’t just a mission. It’s a legacy. Spanning four generations in the car business, the family-owned group has always believed in one core principle: Every customer interaction should be as personalized as a blacksmith’s handcrafted work. That philosophy continues to drive their success today across three dealerships in New York and New Jersey — Benzel-Busch Motor Car in Englewood, Mercedes-Benz of Orange County in Harriman, and Genesis of Englewood.

A Passion for People and Process

What sets Benzel-Busch apart? Their premium brands coupled with their people. With a deeply tenured staff and a culture rooted in customer passion, the group is committed to delivering a seamless, high-touch experience at every stage of the journey.

To support that mission, they’ve designed systems and processes that remove friction and empower their teams to focus on what matters most: the customer. “We want everything to be as seamless as possible,” Jay Agresta, dealer principal for Benzel-Busch explains, “so that customer-facing individuals and the management team can really focus on the transactions.”

One View of the Customer, One Unified Experience

From prospect to owner to Service guest, Benzel-Busch ensures that customer data flows freely across departments. With CDK’s full suite of tools, they maintain a single source of truth, enabling personalized service, streamlined operations and a consistent experience across all touchpoints.

Transparency Through Technology

Transparency is a cornerstone of trust, especially in the Service Lane. That’s why Benzel-Busch leverages video tools to give customers a clear view into their vehicle’s service journey. The result? Increased upsell opportunities, improved technician efficiency, and a better-informed customer.

Digital Retailing, Done Right

When the need for digital retailing accelerated, CDK delivered. “Within days, I was able to do digital retailing, customer signatures, etc.,” Charles Bond, CFO, shared. That agility helped the group integrate digital tools into their core business model — without sacrificing the personalized touch.

Data-Driven Decisions 

To keep everyone aligned, Benzel-Busch relies on the CDK Intelligence Suite. “We’re all focused on the same metrics, speaking the same language,” Agresta said. The platform allows them to drill into each department, compare store performance, and eliminate manual reporting, saving time and boosting clarity.

Real Results, Real ROI

The numbers speak volumes:

• $160 increase in parts sales per RO
• Effective labor rate now matches posted rate — a $30/hour improvement
• Consistent growth in dollars per RO for over three years

These gains are powered by CDK’s Service Pricing tools and a strategic approach to pricing optimization.

Support That Goes Beyond Software

What truly sets CDK apart, according to Benzel-Busch, is the relationship. From dedicated customer success managers to CDK University’s instructor-led and online training, the support is always just a call or text away.

“There are a lot of competitors out there,” Agresta said. “But we’re looking for the total package. CDK knows our business, understands the automotive space, and helps us use the system the way we want to do business.”

At Benzel-Busch, success is built on relationships with their customers and their technology partners. And with CDK, Agresta believes they’ve secured a partner who delivers not just tools but trust.

“You don’t have a relationship with software. You have a relationship with the individuals behind the software. That’s what we’re really comfortable with at CDK.”