The most effective support happens before a dealer even picks up the phone. Learn about Lightspeed’s “White Glove” proactive support model, where our team monitors account health and case volume to identify and resolve potential dealership challenges before they escalate into critical business disruptions. Most dealers think of support the same way: something breaks, you […]
Read More… from Proactive vs. Reactive Support: How Lightspeed Anticipates Dealer Needs
What does great DMS support look like in 2026? We’re sharing the data behind our recent improvements, including an 86% customer satisfaction (CSAT) score—significantly outperforming the SaaS industry benchmark of 78%. Learn how we track call response times, case resolution speed, and dealer feedback to ensure continuous accountability. Anyone can say their support has improved. […]
Read More… from 2026 Lightspeed Customer Support Statistics: Outperforming SaaS Benchmarks
For more than 30 years in the recreational dealership industry, I’ve heard the same frustration from dealers: “We just can’t find good people.” And to be fair, that’s a real challenge—especially when it comes to highly skilled roles like service technicians. Hiring, training, and retaining talent has never been harder. But here’s the uncomfortable truth: […]
Read More… from Why Most Dealerships Don’t Have a People Problem… They Have a Process Problem
Who is behind the phones at Lightspeed? Beyond the statistics, our support team is composed of outdoor industry experts who understand the specific operational needs of power sports and marine dealerships. Meet the people driving our “human-first” support strategy and learn why industry expertise is the foundation of our technical proficiency. In a recent post, […]
Read More… from Who Provides Your Lightspeed Support? Meet the Experts Behind the Software
Lightspeed DMS has completely rearchitected its customer support model to move from a reactive help desk to a proactive success partner. This post explores the honest history of the transformation and the operational changes that led to current performance metrics: 89% of cases closed within 24 hours and a 93% call answer rate in under […]
Read More… from How Lightspeed DMS Rearchitected Customer Support for Dealers