Automotive DMS and Integration Glossary

DMS (Dealer Management System)

The central operational platform a franchised dealership uses to run sales, service, parts, accounting, payroll, and OEM reporting. The DMS is the system of record for vehicle, customer, and financial data, and it is the system every other dealership tool integrates around.

API (Application Programming Interface)

A defined way for two software systems to exchange data. In dealership terms, the API is what allows a CRM, scheduling tool, or AI voice agent to read from or write to the DMS without a person manually re-keying data.

OEM Certification

Approval from a vehicle manufacturer that a DMS or third-party tool meets that brand's data, reporting, and compliance requirements. OEM certification is mandatory for franchised dealers, particularly for warranty submission and inventory feeds.

Fixed Ops

The service and parts side of the dealership. Fixed ops covers the service lane, repair orders, parts sales, warranty work, and customer pay service. The integrations that matter most in fixed ops are scheduling, messaging, and DMS write capability.

Variable Ops

The vehicle sales side of the dealership, including new and used vehicle sales, F&I, and the deal desk. Variable ops integrations cover CRM, digital retailing, F&I menus, eContracting, and inventory pricing.

Service Lane

The physical and operational space where customers drop off vehicles for service. The service lane is where advisor workflows, scheduling, and customer communication tools intersect with the DMS.

BDC (Business Development Center)

The dealership team that handles inbound and outbound customer communication, typically by phone and text, for both sales and service. BDC effectiveness is heavily influenced by CRM, voice, and messaging integrations.

CRM (Customer Relationship Management)

The system that holds lead, prospect, and customer communication records for sales and service. A CRM that integrates with the DMS turns transaction history into structured follow-up.

RO (Repair Order)

The DMS record of a service visit, including labor, parts, customer pay, warranty, and total. ROs are one of the highest-value DMS event triggers for messaging, retention, and CSI integrations.

F&I (Finance and Insurance)

The function in the dealership that structures financing, presents and sells F&I products, and submits contracts to lenders. F&I integrations include menu tools, eContracting, and lender routing.

eContracting

Submission of finance contracts to lenders electronically, with eSignature, rather than via paper. eContracting integrations write approval data and stipulations back to the DMS automatically.

Read-Only Integration

An integration in which the third-party tool reads data from the DMS but does not write back. Useful for personalization and reporting, but limited because it still requires manual entry to complete most workflows.

Read/Write Integration

An integration in which the third-party tool both reads from and writes to the DMS. This is what allows appointments, ROs, and customer updates to land in the DMS automatically without an advisor or BDC agent typing them in.

Floorplan

The financing arrangement that funds a dealership's new and used vehicle inventory. Floorplan accounting integrates with the DMS general ledger and inventory records.

CSI (Customer Satisfaction Index)

An OEM-administered survey program measuring customer experience for sales and service. CSI scores influence OEM bonus money and program eligibility, and DMS-triggered messaging is one of the strongest tools for improving them.

DMS Fortellis (CDK Developer Marketplace)

CDK Global's certified marketplace for third-party DMS integrations. Fortellis sets the technical and commercial terms vendors must meet to access CDK Drive, including per-transaction and per-dealership fees.

Opentrack (Dealertrack/Cox)

Cox Automotive's program that opens Dealertrack DMS data to third-party partners with lower friction and cost than CDK or Reynolds equivalents. Opentrack is one reason Dealertrack tends to have a broader third-party ecosystem.

Peak Hours

The portion of the day when inbound call volume to the dealership is highest, typically the 7 AM to 10 AM window for service. Peak hours is where missed-call problems concentrate, which is why AI voice agents target this window.

After-Hours Coverage

Handling inbound customer demand outside the dealership's staffed hours. After-hours coverage is one of the strongest use cases for AI voice agents, since customers calling at night will not leave a voicemail.

AI Voice Agent

A software system that answers inbound dealership calls and handles common interactions, including booking and rescheduling appointments. The most useful AI voice agents write completed appointments directly to the DMS.

Callback Queue

A structured list of inbound callers who could not be connected to a live team member, captured for follow-up. AI voice agents that handle variable ops use cases create callback queues so the sales team has a real list of inbound interest rather than missed calls.