Strolid’s Road to Reinvention: How a Contact Center Pioneer Helped Create the vCon Standard

“Every time a customer calls, it shouldn’t feel like the first time.” — Matt Watson, Strolid

At the first-ever vCon Conference in Hyannis, MA, Matt Watson, Vice President of Product Development at Strolid, joined Doug Green of Technology Reseller News to tell a story few expected: how a company built to support car dealers ended up helping create the vCon standard — now poised to revolutionize how we store, analyze, and act on conversational data.

“We didn’t start by trying to invent something new. We started by solving real problems with real conversations — and vCon was the natural result.”

From Leads to Context-Rich Data

Strolid supports 165+ automotive dealerships by handling calls, texts, chats, and emails — from casual inquiries to high-stakes sales leads. Every interaction now becomes a vCon, a standardized digital conversation record.

That vCon includes:

Before vCons, much of this data was scattered — or lost. Now, every call is actionable, searchable, and auditable at scale.

For Dealers, It’s About Trust and Retention

When a customer calls about a $70K pickup truck, consistency matters. vCons ensure that agents are prepared, customers aren’t repeating themselves, and dealers can track every touchpoint across the buying journey.

Watson says this builds not just sales — but lifetime service value, as happy customers keep returning for service, warranty work, and more.

For OEMs, It’s Instant Market Feedback

Watson explained how auto manufacturers (like Ford) now use vCon data to measure campaign effectiveness in real time. If a customer references a football ad while calling, that detail enters the vCon — giving the brand fast, ground-level feedback on what’s working.

Empowering Employees, Too

VCons don’t just enhance CX — they improve EX (employee experience). Strolid’s agents now get real-time screen pops with the customer’s history before even answering the phone. That means less stress, more success, and happier teams.

What Is a vCon, Really?

Watson put it simply:

“A vCon is like a PDF for conversations.”

And just like PDF revolutionized documents, vCons are set to change the way we treat conversations — for everyone from dealerships to global brands.

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