Many dealerships look for digital tools that can handle a multitude of different tasks in their aftersales department. The simplicity and convenience of this approach are obvious – but is it a mistake?
If you’re ready to digitise the way your aftersales department communicates with customers, this blog will help you understand how to get started.
UK dealers figure highly in the top European listings for non-manufacturer owned groups, according to automotive research and consultancy the ICDP.
The buyer’s journey and experience has changed thanks to the digital revolution. Customers are spoilt for choice and let’s be honest, they can have the majority of things with a click of a button. It’s all about convenience. So, to keep the customer happy you need to make the searching and purchasing as simple and straightforward as possible. Amazon have nailed this.
45% of people want face-to-face guidance from a dealer during the car buying journey. The main elements people want guidance with is the vehicle (67%), warrantee and maintenance (68%), and finance options (37%).
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.
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.
The modern customer is savvy, informed and in control. Their expectations are high and their patience is low. This is true in every industry and is particularly the case in the automotive industry and, more specifically, the car-buying and after sales processes.
According to AutoVHC’s research, failure to complete vehicle health checks cost the average franchised dealership £11,000 in aftersales revenue last summer. AutoVHC’s business unit director Chris Saunders added that service departments are “simply throwing away revenue opportunities”.
I’ve said it before, the DMS will be the heart of your dealership. But, what I want to know is, does it match your expectations?