How ComplianceTrak and InsightTrak Transformed Managing Customer Vulnerability in Car Dealerships
- staceywaller
- Sep 11
- 3 min read
Updated: Nov 5
A dealer group’s success story on achieving FCA-ready compliance, smoother sales, and better customer outcomes.
The Challenge We Faced
Managing customer vulnerability in car dealerships used to be one of our biggest challenges. As a dealer group, we knew the FCA’s expectations were clear — we had to identify vulnerable customers, provide appropriate support, and demonstrate good customer outcomes.
But in reality, our old process just wasn’t working:
Each site handled vulnerability differently
Documentation was inconsistent and unreliable
Reporting was time-consuming and stressful
Proving FCA compliance felt overwhelming
We needed a smarter solution — one that would standardise our approach, give us clear visibility across all sites, and integrate seamlessly into our sales journey.
That’s when we adopted ComplianceTrak and InsightTrak — and it’s been a game-changer for our business.
Managing Customer Vulnerability in Car Dealerships Has Never Been Easier
Before InsightTrak, our sales teams often struggled to spot signs of vulnerability early enough in the process. Now, it’s completely different.
Because InsightTrak is built directly into ComplianceTrak, our teams are prompted to assess and record customer vulnerability at exactly the right stage of the journey.
The system:
Guides staff through simple, structured steps
Automatically records the support we’ve provided
Ensures consistency across every site and every team member
We’re no longer leaving anything to chance — every customer gets the right level of care, and nothing gets missed.
A Robust, Auditable Process That Protects Our Business
One of the biggest benefits has been the automatic audit trail InsightTrak creates. Every decision, assessment, and action is recorded in real-time.
When the FCA asks us to demonstrate our approach to managing vulnerable customers, we can provide clear, documented evidence instantly.
It’s given us complete confidence that we have an FCA-ready process that protects both our customers and our business.
Compliance Without Slowing the Sales Process
We were initially concerned that adding more compliance checks would slow down our sales journey — but InsightTrak has been designed with dealers in mind.
Because it’s fully integrated within ComplianceTrak:
There’s no duplication
No additional admin
No disruption to the sales process
Our teams can complete vulnerability checks quickly and confidently, without breaking the flow of the sales conversation.
In fact, instead of adding friction, it’s made the entire process smoother for both our sales teams and our customers.
Real-Time MI Reporting Has Changed the Way We Work
For the first time, we now have full visibility across our entire dealer group.
InsightTrak’s real-time MI reporting shows us:
Vulnerability trends across all sites
Which customers need ongoing support
Where additional staff training is required
How each site is performing from a compliance perspective
These insights have helped us make data-driven decisions, improve team performance, and deliver better customer outcomes.
A Consistent, FCA-Ready Approach — Without the Stress
Since adopting ComplianceTrak and InsightTrak, we’ve completely transformed how we manage customer vulnerability:
✅ A consistent, robust process across all sites
✅ FCA compliance we can prove instantly
✅ Reduced admin and seamless sales journeys
✅ Better outcomes for our customers
✅ Protection for our business and our reputation
It’s no longer just about ticking a compliance box — it’s about having complete confidence that every customer receives the right level of care, every time.
What Our Dealer Group Says
“ComplianceTrak and InsightTrak have completely transformed the way we manage customer vulnerability. We’re confident, compliant, and delivering better outcomes — without slowing down the sales process.”— Group Compliance Manager
See InsightTrak in Action
If you’re a dealer group looking for a smarter way to manage customer vulnerability, ComplianceTrak and InsightTrak are solutions we’d recommend without hesitation.
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