Glossary
Explore Keyloop’s comprehensive glossary of automotive retail and digital transformation terms. Understand key concepts, technologies, and industry jargon to navigate the future of connected car commerce.
What is Acquisition Hub?
Acquisition Hub is an end-to-end ecommerce product that delivers a comprehensive car-buying experience, including website functionality, online finance, and payment solutions for vehicle retailers.
What is Active Data Core?
The Active Data Core is Keyloop’s integration platform for two-way data synchronization between systems.
What is Aftermarket?
The aftermarket consists of parts, accessories, or enhancements made by companies other than the original manufacturer, installed after the vehicle leaves the factory.
What is Aftersales?
Aftersales are services provided after the sale of a vehicle, including maintenance, repairs, and parts.
What is Ageing Stock?
Ageing stock is inventory that has been on the lot for extended periods, costing dealers £10-15 per day per vehicle
What is an Analytics Dashboard?
An analytics dashboard is a central interface providing visibility into chat performance, response times, lead quality, and conversion metrics.
What is an Application Programming Interface (API)?
An Application Programming Interface (API) is a software interface allowing different systems to communicate.
What is an Area of Influence?
An area of influence is the geographic or market reach that a retailer can effectively serve and sell to, which can be expanded through digital ecommerce solutions.
What is Average Order Value?
Average order value is a key business metric measuring the average amount spent per customer visit or transaction.
What is Campaign Tagging?
Campaign tagging is a feature allowing bulk updates and tracking of promotional campaigns within Vehicle Hub
What is Campaign Tracking?
Campaign tracking involves monitoring and reporting capabilities for service promotions and recalls.
What does Certified Pre-Owned mean?
Certified pre-owned vehicles are used vehicles that have been inspected, refurbished, and certified by a manufacturer or dealer, often with an extended warranty.
What does a Chat Widget do?
A Chat Widget is an embedded interface on retailer/manufacturer websites that allows consumers to initiate conversations through various channels.
What are Content Management System (CMS) Tools?
Content Management System (CMS) tools are traditional website management platforms that Acquisition Hub outperforms in conversion rates.
What are Communication Channels?
Communication channels consist of multiple contact methods including email, SMS, and WhatsApp for customer preference.
What is a Concierge Team?
The concierge team is a Keyloop-managed team that provides instant response to consumer enquiries, pre-qualifies leads, and routes them to appropriate salespeople.
What is a Consumer Portal?
A consumer portal is a separate browser-based portal where consumers can manage appointments, track service progress, and receive workshop communications.
What is a Conversation Dashboard?
A conversation dashboard is the main chat interface used by salespeople, featuring consumer details, vehicle interest, and attachment capabilities.
What is Conversion Rate?
Conversion rate is the percentage of website visitors who complete a desired action (such as making a purchase or submitting a lead inquiry).
What is Cost of Customer Acquisition?
Cost of customer acquisition is the total marketing and sales expenses required to acquire a new customer, which Keyloop’s Demand Solutions helps retailers reduce.
What is Cross-site Selling?
Cross-site selling is the capability allowing sales from one dealership location of vehicles stocked at another location.
What is Customer Relationship Management (CRM)?
Customer relationship management (CRM) is a system or strategy for managing a dealership’s interactions with current and potential customers.
What is Customer Satisfaction Index?
Customer satisfaction index is a tool for measuring customer satisfaction with a product, service, or dealership.
What are Demonstrator Vehicles?
Demonstrator vehicles are vehicles used for customer test drives and demonstrations, tracked within Vehicle Hub.
What is a Dealer Management System (DMS)?
A dealer management system (DMS) is a dealership software system that automates and integrates the daily operations of a vehicle dealership, including inventory tracking, customer relationship management (CRM), sales processing, invoicing, financial management, and reporting.
What is Double Keying?
Double keying is the manual re-entry of data across multiple systems, which Keyloop’s Fusion Suite aims to eliminate.
What is Dracar+?
Dracar+ is a dealership software system that automates and integrates the daily operations of a vehicle dealership, including inventory tracking, customer relationship management (CRM), sales processing, invoicing, financial management, and reporting
What is Drive (DMS)?
Drive (DMS) is a dealer management system that automates and integrates the daily operations of a vehicle dealership, including inventory tracking, customer relationship management (CRM), sales processing, invoicing, financial management, and reporting
What is an Electronic Parts Catalogue?
An electronic parts catalogue is an online system for looking up manufacturer-supplied parts data.
What is End-to-End (E2E) Financing?
End-to-End (E2E) financing is the complete online financing process where customers can apply for and receive financing decisions entirely through the digital platform.
What is the eReception Team?
The eReception team is another term for the Concierge team that provides first-line response to digital enquiries.
What is Fleet Management?
Fleet management is the administration of a company’s vehicle fleet, including acquisition, maintenance, and disposal.
Who are Fleet Suppliers?
Fleet suppliers are companies managing multiple vehicles that may benefit from Service Hub capabilities.
What are Fleet Vehicles?
Fleet vehicles are vehicles managed for commercial fleets, tracked through Vehicle Hub including lease contract monitoring.
What are Franchised Retailers?
Franchised dealers are authorized dealerships that sell vehicles under specific manufacturer brands and licensing agreements.
What is an Importer Management System (IMS)?
An Importer Management System (IMS) is software for managing the import of vehicles into a country.
What are In-bound Leads?
In-bound leads are customer enquiries that originate from consumers contacting the business through Digital Comms channels.
Who are Independent Retailers?
Independent retailers are vehicle dealers operating without manufacturer franchise agreements, typically selling multiple brands.
What are Instant Attachments?
Instant attachments allow users to share brochures, images, videos, web pages, and other content directly within chat conversations.
What is Integration?
Integration is a connection between different systems that enables data to be shared automatically. Integrations allow information from OEMs, DMSs and third-party solutions to flow seamlessly into applications such as Service Hub.
What is Inventory Management?
Inventory management is a core function of Vehicle Hub providing real-time tracking of all vehicle types and statuses.
What is a Job Order?
A job order is an individual service request or work assignment within the workshop management system.
What is Keyloop Chat?
Keyloop Chat is an instant messaging channel that enables real-time conversations between consumers and salespeople via a chat widget embedded on websites.
What is Keyloop Digital Comms/Keyloop Digital Communications?
Keyloop Digital Communications is a multi-channel communications solution that facilitates real-time connections between salespeople and online automotive shoppers to accelerate the jump from acquisition to conversion.
What is Keyloop Leads?
Keyloop Leads is a lead management system that integrates seamlessly with Digital Comms for out-of-hours lead capture.
What is Keyloop Message?
Keyloop Message is the recommended messaging service for enhanced SMS/email capabilities, though DMS messaging can substitute.
What is Keyloop Social?
Keyloop Social consists of social media messaging channels including Facebook Messenger and WhatsApp for consumer communications.
What is Keyloop Text?
Keyloop Text is a SMS messaging channel within the Digital Comms platform for direct text communication with consumers.
What is Keyloop Video?
Keyloop Video is a video communication add-on feature available as a paid upgrade for face-to-face conversations with consumers.
What is Keyloop ID?
Keyloop ID is Keyloop’s identity management system enabling dealers to self-manage user access and permissions.
What is Lead Funnel?
The lead funnel is the process flow that converts website visitors into qualified sales prospects.
What is Lead Triaging?
Lead triaging is the process of categorizing and routing incoming enquiries to the appropriate department (sales, service, parts) based on consumer needs.
What is Lead Routing?
Lead routing is the automated or manual process of directing qualified leads to available and appropriate salespeople.
What is Lead-to-sale Conversion?
Lead-to-sale conversion is the complete measurement from initial lead capture through to final sale completion.
What is Media API?
Media API is the interface allowing third-party image providers to integrate with Vehicle Hub.
What is Merchandising?
Merchandising is the strategic presentation and promotion of vehicle inventory across sales channels.
What is Mobile Service Technician (MST)?
Mobile Service Technician (MST) is technology or software enabling technicians to perform service tasks using mobile devices.
What is MoM (Month over Month)?
Month over Month (MoM) is the comparison of performance metrics between consecutive months.
What is Multi-channel Platform?
Multi-channel platform is a technology approach that consolidates multiple communication channels into a single management interface.
What is MyAccount?
MyAccount is an always-on customer platform that allows consumers to save searches, track vehicle details, and manage their car-buying journey.
What is MyAccount Portal?
MyAccount Portal is the central entry point for B2B Service applications, providing navigation between different applications and administrative functions.
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction based on their likelihood to recommend a business.
What are NSCs (National Sales Companies)?
National Sales Companies (NSCs) are regional or national distribution entities for vehicle manufacturers (e.g., Mercedes-Benz national distributors).
What is OEM Data?
Original Equipment Manufacturer data includes menu packages, recalls, campaigns, service contracts, warranties, and plans.
What are OEM Parts?
OEM parts are replacement parts made by the original manufacturer, ensuring compatibility and quality.
What are OEMs (Original Equipment Manufacturers)?
Original Equipment Manufacturers (OEMs) are vehicle manufacturers like Volkswagen, Audi, etc.
What is Omnichannel?
Omnichannel refers to an integrated approach combining online and offline sales channels for seamless customer experience.
What is Part Exchange?
Part exchange is the process of trading in a customer’s current vehicle as partial payment toward a new vehicle purchase.
What is the Parts Department?
The Parts Department is the section of a dealership responsible for selling and managing automotive parts and accessories.
What is Parts Online?
Parts Online is an online platform allowing customers to browse and purchase dealership parts.
What is Pipeline?
Pipeline consists of incoming vehicle inventory not yet available for sale.
What is Point of Sale (POS)?
Point of Sales (POS) is the location or system where sales transactions are completed, such as at a dealership’s service or parts counter.
What are Pre-registered Vehicles?
Pre-registered vehicles are new vehicles registered by dealers before customer purchase for various business purposes.
What are Private Messages?
Private messages are an internal communication feature allowing Concierge and salespeople to exchange notes without the consumer seeing them.
What is React JS?
React JS is a frontend JavaScript framework used to build majority of Service Hub applications.
What is Real-time Connection?
Real-time connection is an immediate linking of qualified consumers with available salespeople for instant communication.
What is Real-time Synchronization?
Real-time synchronization refers to instant updating of vehicle data across all connected systems and channels.
What is Real-time Tracking?
Real-time tracking is the capability for consumers to monitor their vehicle’s service progress as it happens.
What is Recall Management?
Recall management is the handling of manufacturer-issued vehicle recalls and safety campaigns.
What is Resource Allocation?
Resource allocation is the AI-assisted assignment of technicians and equipment based on skills, availability, and task requirements.
What is Response Time?
Response time is the time taken to respond to a consumer enquiry, measured from initial contact to first response.
What is Rev8?
Rev8 is a customer type/system compatibility mentioned for UK + Ireland and Denmark + Norway markets.
What is ROI (Return on Investment)?
Return on investment (ROI) is the financial benefit gained from using the technology compared to its cost.
What is Ruby on Rails?
Ruby on Rails is the web development framework used to build Vehicle Hub.
What is Sales Cycle?
A sales cycle is the complete process from initial consumer interest to final sale completion.
What is the Sales Funnel?
The sales funnel is the progression of leads through various stages from initial contact to final purchase.
What is a Sales Manager?
A sales manager is a team leader using analytics to optimize sales team performance and lead handling.
What is Salesmaster?
Salesmaster is the former name of Vehicle Hub (rebranded in June 2025), a stock management solution that integrates with Acquisition Hub to provide accurate inventory data.
What are Self-service Elements?
Self-service elements are functions that allow customers to manage tasks independently, such as booking and check-in.
What is Service Hub 360?
Service Hub 360 is a B2B application providing comprehensive view of service operations and customer data for workshop staff.
What is Service Hub Advanced?
Service Hub Advanced is an end-to-end solution designed to deliver essential data to workshop staff, enabling smooth customer communication and efficient handling of digital and paper-based tasks in aftersales operations.
What is Service Hub Booking?
Service Hub Booking is a B2B2C application enabling consumers to book service appointments online at their convenience.
What is Service Hub Clocking?
Service Hub Clocking is a time tracking application for workshop operations and technician productivity monitoring.
What is Service Hub Inspection?
Service Hub Inspection is a digital tool for conducting and recording vehicle inspections, supporting multiple inspections per job order.
What is Service Hub Online Check-in?
Service Hub Online Check-In is a B2B2C application allowing consumers to complete check-in processes digitally before arriving at the workshop.
What is Service Hub Standard?
Service Hub Standard is a basic tier version of Service Hub with fewer features compared to the Advanced tier.
What is Service Hub Workshop?
Service Hub Workshop is an AI-powered workshop management module for planning, resource allocation, and task scheduling using latest UI technologies.
What is Service Level Agreement (SLA)?
A service level agreement (SLA) is a contract that defines the expected level of service between a provider (like a dealership) and a customer.
What are Service Plans?
Service plans are maintenance packages and warranties that customers can access through the platform.
What is Single View?
Single view is a consolidated interface showing all leads and performance across different communication channels.
What is SSO (Single Sign-On)?
Single Sign-On (SSO) is a security feature allowing users to access multiple applications with single login credentials.
What is Stock Feed?
Stock feed is a real-time data integration that ensures accurate vehicle inventory information is displayed on the ecommerce platform.
What is Stock Sharing?
Stock sharing is a capability allowing multiple dealerships to access and sell each other’s inventory.
What is Syndicated Data?
Syndicated data is vehicle information automatically distributed across multiple sales channels.
What is Taxonomy?
Taxonomy is a standardized vehicle classification system provided by local partners for enhanced search accuracy.
What is a Trade-In?
A trade-in refers to when a customer exchanges their current vehicle as part of the payment for a new or used car.
What are Upsell Opportunities?
Upsell opportunities are touchpoints during customer journey for offering additional services to increase order value.
What are Valuation Capabilities?
Valuation capabilities are integrated tools that provide real-time vehicle valuations to facilitate part exchange transactions.
What is VEGA?
VEGA is a business intelligence platform that provides campaign tracking, lead reporting, and usage analytics.
What is a Vehicle Detail Page (VDP)?
A Vehicle Detail Page (VDP) is a specialized product page that displays detailed information about specific vehicles, optimized for conversion with enhanced EV details, charging data, and battery information.
What is Vehicle Health Check (VHC)?
Vehicle Health Check (VHC) is an inspection process used by dealerships to assess the condition of a vehicle, often performed during service visits.
What is Vehicle Management?
Vehicle management refers to systems or modules for managing new and used vehicle inventory and showroom operations.
What is Vehicle Order Tracking?
Vehicle order tracking is a system or process for tracking the status of a vehicle order from the manufacturer to the dealership and customer.
What is Vehicle Status?
Vehicle status is a real-time indicator showing whether vehicles are arriving, available, or under negotiation.
What are Vehicle Types?
Vehicle types are categories including new, used, demonstrator, pre-registered, and fleet vehicles.
What is Warranty Processing?
Warranty processing is a streamlined handling of warranty claims and documentation with OEM integration.
What is Work In Progress (WIP)?
Work in progress (WIP) refers to ongoing repair orders or jobs in the dealership’s workshop.
What are Workshop Controllers?
Workshop controllers are management staff responsible for scheduling, resource allocation, and workshop planning.
What are Workshop Technicians?
Workshop technicians are skilled personnel who perform actual vehicle maintenance and repair work.
What is a Wrap-up Email?
Wrap-up email is an automated summary email sent to consumers containing conversation transcript, attachments, and personal notes.