Case Study
DriveCentric CRM, Engagement & Automation Platform
About DriveCentric
DriveCentric is a modern CRM, Engagement & Automation platform purpose-built for automotive retailers.
Founded in 2010 by engineers-turned-sales experts David Fultz and John Kohlmeyer, the SaaS company helps dealerships deliver a faster, data-driven path to purchase.
At-a-glance:
- Industry: Automotive SaaS
- Team: 40+ support & success agents
- Product: DriveCentric CRM, Engagement & Automation platform
The Challenge
DriveCentric's support leaders set out to create an exceptional customer experience but ran into four recurring hurdles:
Lengthy phone explanations
Agents had to "talk users through" complex workflows
Slow bug replication
Screenshots didn't capture live issues or data-entry errors
Low feature adoption
Users avoided advanced tools without real-time guidance
Stack fit
Any fix had to plug straight into their existing Intercom-based workflow
The Solution: UserView Cobrowsing
Embedding UserView inside Intercom gave DriveCentric agents a one-click path to see exactly what a customer sees—no downloads, no screen-share setup, and data locked to the DriveCentric tab only.
How a session works:
A customer hits a roadblock and pings support via Intercom
The agent launches a cobrowse session; the customer approves in-chat
Using spotlight & scroll-sync tools, the agent guides the customer through the fix—live
The call wraps up in minutes, and the customer returns to selling cars
Results
Faster resolutions
Issues that once required multiple emails now close in a single 5-minute call
Higher adoption
Interactive walk-throughs boost usage of advanced CRM features
Agent satisfaction
Less time deciphering screenshots; more time adding value
"UserView turns a 30-minute uphill battle into a quick chat. It's a game-changer for both our agents and our dealers."— DriveCentric Support Lead
Conclusion
Visual, real-time guidance was the missing layer in DriveCentric's support stack. With UserView's secure cobrowsing, agents meet users exactly where they are—saving time, building trust, and keeping dealerships focused on closing deals, not troubleshooting software.
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