Reducing in-person contact, or even eliminating it entirely, is no longer a luxury. In the Coronavirus era where social distancing has become the new norm, giving your service customers the option of contact-free appointments has become mandatory.
TEXT2DRIVE Helps Auto Dealers Expand Leads, Sales & CSI Scores
“Less is more” is a mantra many dealership service department managers have been forced to adopt as their mantra. You've likely been plagued by the following issues: increasing profit margins, understaffing, not enough hours in the day, recommended repair approvals that move at a snail’s pace, a lack of sufficient square footage in your repair shop and a shortage of service bays.
The makers of communication platforms love to claim their solutions are automated, but many lack true automation. In order to qualify as true automation, a solution must have the capability to operate or control a process by a highly automatic means. Intelligent automation, by its very nature, reduces the level of human intervention required. It reduces the time and effort required by users to complete their job.
If you do not think that customer retention can make a significant impact on your service department revenue, consider the following:
- Acquiring a new customer costs more money than retaining an existing customer. It can cost a dealership up to 7x more to acquire a new customer than it does to retain a customer it already has
- Your existing customers are more likely to schedule service appointments than those who have never been to your dealership before.
- A 5% increase in customer retention can lead to a profit increase of up to 95%.
15.37%* Of Customers Who Received Reminders Had Service Performed In Less Than 30 Days
Trying to keep track of multiple OEM schedules as they pertain to each customer’s vehicle perfectly illustrates the conundrum that many service departments find themselves facing. Recommended maintenance is a solid potential source of revenue for dealerships, but traditionally, capitalizing on it has been challenging.