The Customer Success team is super busy welcoming new arrivals to CustomerLounge here at Autino this autumn. And that’s really good because the reason they are rushing around is so that aftersales teams in dealerships like yours don’t have to.
Recently, we asked consumers to tell us about their experiences with car dealerships — the good, the bad and the ugly — and one area we homed in on was that of proactive messaging. Three quarters of service customers said it was important or very important to get reminders about future work and to be able to book it online.
The communication tools your DMS offers aren’t always easy to use and don’t always give your customers a premium experience. But how do you sort the wheat from the chaff when choosing an aftersales communications platform?
What information does a customer need when they bring their car in for a service, an MOT, or a repair? Back in the day, all they needed was the information on the work you did, and the invoice. But these days, customers are expecting rather more.
Topics: customer experience, technology, dealerships, customer satisfaction, dealer management, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, dealer, convenience, digitisation, eVHC, MOT, conversation
Feel like a king
Your dealership management system is the heart and soul of your dealership, this is something that every member of staff will be using every day. This is the communication and transparency you rely on. Your DMS should make you and your dealership feel like a King. It should give you power, control and ensure you are fully informed on the goings-on of your roost.
Face-to-face interactions are far less frequent in our digital world. But face-to-face interaction cannot be beaten in terms of delivering customer service, we’re all humans and have a basic need for connection and relationships. This will always be the case.
When it comes to your dealership I know you’re looking to drive engagement, revenue and ultimately retention, and service is where it all happens- that’s where the margin is. Take the diagram below for example, service allows you to make the margin profit, which drives customer loyalty and loyalty drives repeat sales. But for all this to happen customer experience is key.
When it comes to DMS systems, there’s no questioning their value to dealerships. That’s why I’ve created this short blog that outlines some tips that will be useful when it comes to looking after your DMS server.
The new data protection regulation is just around the corner so everyone’s asking the question “Are you ready?”. Despite being quite ominous, the question is an important one. Dealerships hold a lot of data in their CRMs and DMSs and there needs to be a few changes before the 25th May.