Company: Impel, Syracuse NY
Nomination Submitted by: Impel
Company Description: Impel provides automotive dealers, OEMs, and third-party marketplaces with a cutting-edge AI Operating System. Its omnichannel solution uses proprietary data and conversational AI to deliver personalized sales, marketing, and service experiences. Integrated with major platforms, Impel has facilitated over 27 billion interactions, driving $7 billion in sales and service revenue across 51 countries.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Innovation of the Year - Business Products Industries
 Nomination Title: Impel
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since January 1 2023, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 181 words used.
Impel offers automotive dealers, OEMs, and automotive third-party marketplaces the industry’s most advanced AI Operating System. The company’s end-to-end omnichannel solution leverages proprietary consumer behavioral data and generative conversational AI technology to deliver hyper-personalized sales, marketing, and service experiences at every touch point of the customer lifecycle. Unlike generalized, open-source Large Language Models (LLMs), Impel’s verticalized AI platform was designed specifically for vehicle retailing. Powered by state-of-the-art generative AI technology trained on more than 100 million consumer interactions, Impel delivers the industry’s most powerful conversational experience. The company’s full lifecycle communication platform provides vehicle retailers with a unified solution for delivering more engaging experiences, while increasing customer lifetime value and profitability.
To date, the company has delivered over 27 billion shopper interactions, influencing more than $7 billion in sales and service revenue across 51 countries. Over the last four years, Impel has consistently grown revenue by 40-60%, exceeded the SaaS rule of 40 (currently at 59%), and evidences an LTV:CAC of 10.3x. In 2024, Impel acquired Outsell, an automotive marketing engagement platform, nearly doubling the company’s headcount and revenue.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2023 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Impel’s AI Operating System revolutionizes the automotive retail experience, bringing the showroom directly to customers’ devices. Since 2023, we’ve rapidly expanded our AI-powered communications suite to engage with customers throughout every phase of the automotive customer lifecycle – from webchat and sales nurturing, to post-transaction service outreach.
With our recent acquisition of Outsell, a leading automotive marketing engagement platform, we’ve further expanded our reach. By integrating 20 years of first-party consumer data and over 80 new customer touch points across the customer journey, we’ve developed the automotive industry’s only end-to-end AI operating system and launched Marketing AI, the industry’s most advanced marketing automation solution.
Impel’s conversational AI doubles as a concierge for customers and a sales assistant for dealership staff. It responds to detailed vehicle inquiries, facilitates trade-ins and financing, schedules appointments, and transitions customers smoothly to live conversations when needed. Post-sale, it drives loyalty by offering tailored maintenance reminders based on service history.
Impel’s latest innovation, vehicle concierge service scheduling, eliminates friction in booking dealership service appointments by integrating directly with dealer scheduling systems. Consumers have traditionally abandoned scheduling service appointments at dealerships up to 80% of the time, due to long call hold times and lengthy online booking forms that require detailed vehicle information. Impel’s concierge service scheduling takes a revolutionized and proactive approach by sending timely text or email reminders, requesting availability, and confirming appointments in real-time. This innovation has a tremendous impact on dealership profitability, as service appointments often drive over half of dealership profits.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 248 words used.
Impel’s AI Operating System revolutionizes automotive retail by offering a true end-to-end solution. While most AI tools address narrow use cases, Impel delivers a seamless, unified customer experience that builds deeper connections and maximizes customer lifetime value. Our platform ensures customers can effortlessly pick up where they left off with a dealership or OEM, whether they’re initiating contact or responding to timely, personalized outreach. This unparalleled level of contextual continuity sets Impel apart in the industry.
What truly differentiates Impel is its seamless integration with existing dealership technology stacks. This allows for a connected and frictionless experience across the entire customer lifecycle, from initial inquiry and research to sales and ongoing vehicle ownership. Even Impel’s implementation stands apart—while other vendors rely on dealerships to monitor AI interactions and frequently intervene, Impel operates independently. Impel AI handles complex scenarios autonomously, notifying staff with helpful AI summaries containing recommended steps, only when human involvement is required. This ensures dealerships can focus on delivering exceptional service without micromanaging the technology.
Dealerships using Impel’s AI-powered platform achieve a 26% higher close rate on internet leads and a 27% higher appointment rate compared to non-AI dealerships. On the service side, Impel delivers an average of 95 additional repair orders per dealer each month, significantly boosting operational efficiency, revenue, and repeat customers.
By combining cutting-edge AI capabilities with seamless integration and measurable impact, Impel is not just enhancing dealership performance—it’s transforming how dealerships and customers connect, setting a new benchmark in automotive retail innovation.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 18 words used.
Comparative Analysis: AI-Powered vs. Traditional Dealerships - Analysis of dealership performance when using Impel vs. not using AI
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