eLEND Study: Mobile Technology Adoption Hampered by Resistance to Change
Sixty percent of respondents to the technology provider’s dealer survey indicated that they are not considering using tablets in either their sales or F&I departments. Aside from resistance to change, respondents cited cost and an undefined ROI as reasons for not using mobile tablets.
NEW ORLEANS — Mobile devices can speed up transaction times, yet 60% of dealers not using them say they are not even considering adopting mobile tablets in their dealerships. The reasons given, according to result of a new study conducted by eLEND Solutions, is cost and staff/management resistance to change.
The snapshot survey, conducted among dealerships nationwide in the fourth quarter of 2016, reveals that tablet usage in the sales department is more prevalent than in the F&I department, which is where, according to recent data, dealers report that the process tends to slow down. While the cost of the average tablet is around $400, the time saved by shaving even just one hour from the sales/transaction process could easily create sales productivity and additional car sales, translating into cost benefits that could likely pay for a tablet in a day.
“This survey reveals yet another ‘perception-versus-action’ disconnect in the journey to improve the customer experience,” said Pete MacInnis, CEO of eLEND Solutions. “Dealers say that mobile tablets offer potential for improvements — even those who aren’t using them suggest that they will speed up transaction times — yet half of those surveyed are not even considering implementing them in their F&I departments because of cost and staff resistance to change.”
The good news is that the other half of dealerships surveyed are either considering implementing mobile devices, or already using them, in the F&I department. The survey suggests that mobile devices offer a solution to the biggest issues that dealerships say impede customer satisfaction and profits: streamlining data flow and solving time clogs.
When asked what they thought are the greatest benefits of using tablets in their dealerships, respondents put “Speeds up the process” at No. 1., following by ‘Increases customer satisfaction’ at No. 2. “Improves dealership efficiency and consistency in the process,” and “Makes dealership personnel jobs easier,” and “Increases selling prices and profits” can in at No. 3, 4, and 5, respectively.
Here are other highlights from eLEND’s mobile adoption survey:
50% of dealerships surveyed are either using (17%), or actively considering (33%) using, mobile tablets in the F&I department
24% are using mobile tablets in the sales department, with another 39% considering using them.
60% of respondents not using tablets will not consider using mobile tablets in either Sales or F&I
37% will not consider using mobile tablets in sales department; 50% won’t consider using in F&I
Of dealers using mobile tablets, the No. 1 realized benefit cited was “speeding up the sales process” (44%), with improved CSI (39%) and efficiency and consistency of processes (50%) second and third.
Of dealers not using mobile tablets, the top perceived benefit cited was speeding up the sales process, followed by improved CSI, and improved process efficiency/consistency
Cost, resistance to change, and undefined ROI were the Top 3 reasons dealers cited for not using mobile tablets.
“We believe that mobile technology offers great opportunities to connect the car buying/selling process end-to-end in the dealership and that, as more dealerships adopt the technology, the results will challenge resistance and speak for themselves,” added MacInnis.
More F&I

Why Your F&I PVR Is Misleading You
Here’s a handy checklist of the numbers to track in 2026 instead.
Read More →
Auto Consumer Anxiety Presents Opportunity
A survey of U.S. drivers found the majority are concerned about finances and the economy, but those fears make many ready to buy vehicle-protection products.
Read More →
Humble and Hungry: 12 Rules for an F&I Life
Dustin Gingerich, with a decade in the F&I business under his belt, shares his thoughts on leadership, building trust with customers, and the importance of learning and innovation.
Read More →
Focus on the Opening
F&I managers must learn as much as possible about their customers, starting before they walk into their offices. The bulk of today’s consumers expect that, and good results will follow.
Read More →
F&I Reaches for the Sky
The increasingly important profit center continued making gains in the first quarter, according to StoneEagle data, ancillary products proving more popular as consumers hold onto their buys longer.
Read More →
Timing the Market Can Hurt Long-Term Program Performance
For dealer-owned reinsurance entities, avoiding volatility entirely can mean falling behind inflation and missing market rebounds that drive long term surplus growth. Missing just a handful of strong market days can materially impact cumulative returns—an important reminder for long horizon trust and investment strategies.
Read More →
The 90/10 Rule
In this video, Ryan Ruff explains the rule that elite sales professionals use to turn ordinary conversations into unforgettable customer experiences.
Read More →
Your Office Is Talking
What’s the atmosphere saying about you to your customers? You can make minor adjustments and additions that transform your space into one that creates trust with the people on the other side of the desk.
Read More →
F&I Training Fundamentals
How can auto dealerships help F&I managers fulfill their vital role in the most effective ways? Industry expert Rick McCormick shares his insights on the best ways to train these professionals and help them maintain good habits.
Read More →
Not Just Any Tire Will Do
More consumers and businesses are opting for all-season options for various reasons as safety, sustainability and convenience push practical change.
Read More →