Service CRM

The Product

Service CRM is our signature product. We have become know to be the best in the industry when it comes to managing the relationship of your existing customers and growing your service business.

The future of your Dealership depends heavily on the relationships you create today. Our  Automotive CRM product becomes the backbone that your Dealership needs to cultivate these relationships and maintain them. We help consolidate the transactions that occur in each department into one overview. This changes your customer interactions into consultations versus mere order taking. You will now have the capability to create an "Experience" for your customers where they will enjoy speaking with you in a personalized way. It's the "Experiences" you cultivate in Service, that create future sales in your Showroom.

The following are a few of the touch points that are brought together in one consolidated view.

• No Shows
• Confirm Appointments
• Annual Inspection
• Service Maintenance
• Special Order Parts
• Recalls
• Service CSI
• Fetch (Customized Contact Schedules)
• After the Sales Follow-up
• Service Status

These touch points can be performed by batch or by individual contact using any of the following channels: Email, automated calling, live person calling, texting and letters.

How is this Different than what you are already doing?

For the Service Department, in many cases, the Appointment Booking Experience that a customer endures can be very difficult and a little intimidating.

By showing all of the touch points above on an easy to use interface it enables you to take control of a conversation and give the customer an "EXPERIENCE" that they will not forget. We help you create a new department within your Dealership to professionally handle incoming service calls. There, the customer speaks to your newly trained employee in an environment that is sheltered from the distractions of the Service Department.

We provide the training, the scripting and the software to help you become as efficient, as soon as possible. Increases to your Labor Sales are noticeable almost immediately, however the largest gains take place over the course of time, as relationships are both developed and strengthened.

Here is what an interaction will look like in a Dealership that uses DealerMine.

A customer calls you and they are routed either by transfer or automatically to your newly trained employee, where your customer is greeted in a friendly, polite manner. The employee pulls up the Customer File into DealerMine where they see all the interactions that the customer has had with your Dealership for each of their vehicles, and in all concerned departments. All of this information is quickly displayed and easily visible on one screen. The employee will now listen to the customer's concerns and begin booking an appointment. Once the customer's initial call-in request has been taken care of, then the employee will discuss the following:

• Advise customer of maintenance due on the vehicle in which they are calling about.
• Verify ownership of the other vehicles on file and if the customer still owns them.  If so, go over any maintenance that is due on those particular vehicles, and book future appointments for those as well.
• Review the contact information, address, and email address on file.
• If there are any special order parts that have been ordered or have arrived, the customer will also be informed of those.
• Review if there are any Open Recalls on any of the applicable vehicles.
• Record the interaction/conversation that just took place.

The objective during this call is to sell maintenance, book an appointment and to ensure that when you wrap up the call, the customer feels like they have been taken care of and that they will share their "Experience" with their friends.

DealerMine's innovation helps your staff do this over and over all day long. When the incoming calls have slowed down the employee now makes outbound calls and performs the exact same function similar as to the Customer making an inbound call.

How is DealerMine Different?

• Because of the innovation that exists in the software, we help turn your newly formed Business Development Centre (BDC) into a measurable profit centre. You will see first-hand exactly how each employee in the BDC has performed.
• Our Business Development Performance Report is the only one of its kind in the industry. You will know exactly how much money the Appointment Coordinator has generated for your Dealership, independent of the service advisor sales.
• Your BDC employees will automatically be part of a North American Composite where you can see how they are performing real time next to all other BDC employees.
• You are now building lifelong relationships with your customers that will help protect the legacy you have built during difficult economic times.
• We have been in the Automotive Relationship Building Business for over 15 years and we have a trained team that knows exactly what you are about to go through as you create your BDC.
• You are not alone. We support you with our great team to ensure you are getting the results you should be out of DealerMine.

Click here to speak with one of our Solution Advisors to learn more.