At CarExpert, we’re redefining how Australians buy cars. At the centre of this transformation have been Travis Waycott (Director of Marketplace) and Ben Kjellgren (New Car Marketplace Team Leader), who have been instrumental in creating a seamless experience for both new car buyers and dealers. We sat down with them to hear how their work and the Exchange platform are transforming the new car buying experience for both customers and dealers.
Question 1: Tell us about your role in the New Car Marketplace
Ben (New Car Marketplace Team Leader): My role is to personally engage with every buyer enquiry. I take the time to understand their budget, preferences, and trade-in details so we have the full picture before anything goes into CarExpert Exchange. That way, by the time a dealer receives a request, it’s from a well-qualified buyer who’s genuinely ready to move forward.
Travis (Director of Marketplace): Exactly. We remove the guesswork for dealers. Instead of cold or incomplete leads, every quote request they see has been validated by our team. For customers, the process feels seamless from the start, and for dealers, it means engaging only with buyers who are serious about purchasing. By combining CarExpert’s trusted content with our personal approach, we help customers find the right car at the right price, creating a better experience for buyers and ready-to-act customers for dealers.
Question 2: How does CarExpert Exchange help you deliver a better customer experience?
Ben: The platform streamlines the qualification process. We capture everything from buyer needs, vehicle specs,and trade-in details, in one place. That allows us to quickly match buyers with the right dealers, speeding up turnaround times. Customers appreciate the fast responses, while dealers can focus on pricing instead of chasing missing details.
Travis: For dealers, the platform is straightforward. They get instant notifications when a new request is ready, and everything is accessible in a single dashboard. Submitting a quote is quick and features like auto-save mean progress isn’t lost. That efficiency gets answers back to customers faster, which improves the overall experience for everyone.
Question 3: What’s the benefit of this model for dealers?
Ben: Quality is the biggest difference. Dealers aren’t wasting time on people who aren’t ready to buy. Every lead we send through Exchange is vetted, complete, and genuinely in the market. That saves time and lifts conversion rates.
Travis: For me, it’s about confidence. When we pass a lead to a dealer, it already includes everything they need, down to the trade-in valuation. That cuts out clarifications, speeds up quoting, and keeps the process transparent from the start. For dealers and EOMs this creates a powerful, transparent new sales channel. Unlike traditional pay-per-lead models, there are no subscriptions, no lead fees, no poor-quality leads and no wasted spend - helping you convert faster and drive operational efficiently.
Question 4: How does Exchange save you time in your role?
Ben: Everything is streamlined. I can manage buyer details, create requests, and make sure dealers have what they need without unnecessary back-and-forth.That lets me focus on customer conversations instead of admin.
Travis: The "more opportunity" point is crucial for us. Knowing that every lead is called, qualified, and includes upfront trade valuations allows us to provide dealers with all the information they need to make informed decisions quickly. It truly transforms the quoting and selling process, making it faster, easier, and more transparent for everyone involved.
Question 5: What’s the most rewarding part of being part of CarExpert’s New Car Marketplace?
Ben: It’s seeing buyers drive away in the right car at the right price and knowing we’ve saved them time and money. When dealers also tell us the process was easier, it feels like a real win-win.
Travis: I’d agree. We’re not just connecting people, we’re strengthening relationships between buyers and dealers. Knowing that we create value for both sides is what makes this work so rewarding.
With CarExpert Exchange, dealers gain a reliable, high-quality sales channel while buyers enjoy a seamless, supported car-buying journey. Our New Car Specialists make that possible by qualifying leads, saving time, and creating better outcomes for everyone.
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