Motor City Chrysler | Case Study

The Client

Motor City Chrysler serves the Windsor, Lasalle, Tecumseh, Essex, and Lakeshore areas. It provides its customers with the ultimate car buying experience. The dealership extends its services beyond sales by offering an onsite auto service and repair department along with a vast collection of auto parts available for purchase.

Location

Windsor, Ontario, Canada

Industry

Automotive

Website

www.motorcitychrysler.ca

Motor City Chrysler's Challenge

Facilitate communications between service advisors and customers

Motor City Chrysler’s service staff experiences high levels of demands. In fact, as many as 70% of incoming calls are transferred to this department. If service managers are already busy taking care of customers and can’t be reached, it can lead to customers feeling frustrated. To address this issue and improve the overall customer experience, the dealership was looking to empower its service staff with a communication tool that would be less time-consuming, all while enabling the team to reach more customers.

Gather real-time feedback

In order to provide the best possible customer service, Motor City Chrysler needed more data and feedback on how customers felt about their service experience. The dealership required a tool that would both increase the number of post-appointment service reviews and instantly notify the team regarding any negative feedback in order to address issues in a timely manner.

Reach customers about service promotions

Besides helping the service staff, the Marketing Manager of Motor City Chrysler was also looking for a way to engage with customers to share the dealership’s service promotions. The dealership uses flyers and other marketing content for sales promotions, but was lacking an effective channel and tool for the service department.

I love Kimoby. It helps promote our specials to our customers other than digital advertising on Facebook.

Jennifer Trowbridge - Marketing Manager

Motor City Chrysler

A phone message can go unanswered or be deleted, but in Kimoby, text messages are assigned to managers so they can step in. There is always a record of the conversation.

Jennifer Trowbridge - Marketing Manager

Motor City Chrysler

Main reasons why Motor City Chrysler chose Kimoby

Targeted promotional campaigns
Reduced customer response times
Increased customer engagement and improved overall customer experience
Automated satisfaction follow-ups
Records of all conversations

What they achieved

Reduced the service coordinator’s calls by 2-3 hours daily
Daily response rate of 35%-50% for satisfaction follow-ups
Real-time gauge on how customers feel about the service team’s performance
Greater outreach for service campaigns
Reduced customer response times

The benefits of using Kimoby

Recall campaigns for a greater outreach

Motor City Chrysler uses Kimoby’s targeted campaigns feature to reach its customers regarding recalls. Since they have a lot of recalls to deal with, this feature enables them to inform a greater number of customers simultaneously with less effort and time.

Increased number of satisfaction follow-ups

Automated text messages are sent to request feedback after service appointments. Not only do these text messages generate more satisfaction follow-ups but they also help the dealership act on reviews as soon as they are received. Negative reviews are assigned to service managers so they can act promptly on issues by contacting customers and resolving the problems. For great reviews, a link is sent to ask customers if they can publicly share Google reviews. This helps build and manage the dealership’s online reputation.

Reduced customer response time

Kimoby provides a means for service managers to stay in contact with customers. Because sending a text message is much faster than making phone calls, service managers can efficiently contact more customers.

Automated repetitive tasks

With Kimoby’s features for automated appointment reminders and targeted campaigns for recalls, the service coordinator spends much less time on the phone and therefore has more time to spend on other tasks that offer more value. On average, the time spent on the phone has been cut by 2-3 hours per day.