Issue Date: Service Manager July 15, 2009, Posted On: 7/15/2009
California dealerships post record customer pay results in service just months after integrating customer outreach program Miller Nissan's Western Region Vice President says his service departments are setting record revenue numbers since they integrated their direct mail, e-mail and outbound customer phone efforts with new software and tactics. "We've had direct results since doing it earlier this year," Marty Collins tells us. He's got 11 California-based dealerships mostly in the southern part of the state that include Nissan and Chrysler.
With his new tools and approach, Marty says he's now better able to reconnect with customers who haven't returned in six to 12 months, or those who declined repairs, or those "orphaned" by other dealer closures.
Reclaiming lost customers
The tool is called AutoLoop and Marty says it ties his service departments' customer communications together and is already improving his customer reclamation and retention efforts.
AutoLoop president Steve Anderson told Service Manager that most dealerships get a $50K to $150K boost within 30-90 days of installing the system — and Marty says that sounds about right.
Steve said dealerships tell him they recover 3-7% of lost or inactive customers within 30 days of getting the system going. Over the course of a year, dealerships are recovering 15 to 20% of those customers, Steve says.
AutoLoop is a little different from some others we've talked to in that they came out of the service side first, Steve says. Many similar companies and their tools were first used in the sales side and later adapted for service use. Steve says parts and service is where they first focused.
DMS integration
At its core, AutoLoop is powered by Loop FX, an interactive voice response service that integrates multiple communication platforms such as phone, email, and text messaging. It integrates with the DMS system to monitor all service activity and instantly trigger appropriate real-time messaging. After an initial setup procedure, there is no other interaction required to keep the system running.
"We've had a good experience with it, both in the easy set up and what it's done for us,"Marty says. A black box is installed at the dealership that doesn't require any onsite hardware or locally managed software. It can usually be set up and be running in five days or less.
It also allows for custom reports and lets dealerships build and send any message they want to any contact list.
AutoLoop monitors the DMS and automatically reminds and confirms customers of their upcoming Service Appointments. If customer is unable to make their appointment Autoloop allows the customers to reschedule their appointment and instantly notifies the service manager.
It also automatically notifies customers of service completions. Instantly calls, e-mails or texts the customer to let them know their car is done. AutoLoop also allows the customer to transfer to the service manager if there is an unresolved issue.
Key Benefits:
Increase Service Business
Free up Service Personnel
Keep in better communication with customers
Quicker rental car returns, helping to lower dealership rental car expenses
Higher customer satisfaction ratings
Automatically messages customer with a "Thank you" follow up after car has been picked up from the dealer.
Increase CSI with detailed, automatic, post-sale follow up
