Commercial vehicle dealers are not only adopting AI but are also becoming proficient in leveraging it to boost sales and improve customer service. According to market research firm Fortune Business Insights, the global fleet management software market is expected to more than triple from $32. 4 billion in 2025 to $116. 6 billion by 2032. Similarly, the global market for agentic AI in financial services is projected to more than double, reaching $4. 3 billion in 2032 from $1. 7 billion in 2025. Peter Spitzer, commercial and fleet account manager at Ron Du Pratt Ford, shared during the virtual Commercial Vehicle Business Summit hosted by Work Truck Solutions that commercial vehicle dealers are starting to realize AI’s full potential. “We began using AI about a year and a half ago within our sales CRM, ” he said. “I’ll be honest, we didn’t implement a proper process. . . We just activated it, and it didn’t work. ” However, the dealership has since figured out how to effectively use AI to complement the skills and expertise of its sales team, Spitzer added. “We recently reinstated it with a much more deliberate process, and so far, it’s performing much better and working harmoniously with our team, ” he said. “The goal is to use AI to enhance what we already have, not just to duplicate existing work. ” Spitzer emphasized that closely monitoring return on investment is key to maximizing AI benefits. Furthermore, Rene St. Hilaire, director of fleet and commercial at Hendrick Automotive Group, noted during the event that auto dealers are increasingly applying AI to their commercial segments. “Commercial often lags behind retail in this industry, ” he said, but AI is proving effective for commercial sales operations. “On the sales front, AI analyzes data and really delivers results, ” he stated. “We’ve seen a 33% increase in customer engagement, which demonstrates the impact we’re experiencing. ” Finding the right balance According to St. Hilaire, AI can improve customer service and sales interactions by analyzing data and managing appointment scheduling.

Dealers are utilizing this technology to “drive more leads both during and outside regular business hours. ” However, he stressed the importance of meeting customers where they are. “Many young salespeople worry that AI will replace their jobs, ” he remarked. “I tell them to visit a grocery store. Despite having multiple self-checkout stations, there are still traditional checkouts with tellers because some people, especially those my age, prefer not to use self-scan. There will always be customers who want to interact with people. ” Spitzer concurred. “Not everyone is prepared to handle all transactions with a robot, ” he said. “We’re human and need connection. Some customers require that personal interaction to make decisions, while others do not. It’s important to offer customers that choice. ”