Upgrading your payment offering with Kimoby Pay | Case Study

The Client

Location

Vaughan, Ontario

Industry

Automotive

Website

https://dealer.porsche.com/ca/pfaffporsche/en-CA

Pfaff Porsche's Challenge

Having a contactless payment solution during and after the pandemic

The pandemic supercharged the need for mobile payments as an instant and convenient way to pay.

Adapting to new customer expectations

Pfaff Porsche customers were already tech-savvy and expected the dealership to stay up-to-date with today’s technology. The dealership needed to offer exceptional, instant service to stay competitive.

Finding an efficient way to communicate with customers

Phone calls and emails were no longer an effective way to reach customers. Phone calls were too disruptive, and emails needed too much time to write properly.

With Kimoby Pay, our customers said, hey you finally stepped into the 20th century. No more paper, thank goodness!

Robert Morrison, VP of Operations

Pfaff Porsche

72% of the transactions for the month of March were on Kimoby Pay.

Robert Morrison, VP of Operations

Pfaff Porsche

Kimoby Pay was nothing but positive for our team and from a customer perspective.

Robert Morrison, VP of Operations

Pfaff Porsche

The Results

Faster and easier approvals because customers had all the information they need to take the next step
Improved customer satisfaction due to text messages as a direct communication channel
Greater work efficiency for advisors by minimizing phone calls and emails
Simplified end-of-day reconciliation of fees with Kimoby Pay
No more end-of-day payment bottlenecks, since most invoices were paid before customers picked up their vehicle

The Success Story

The dealership already knew that Kimoby’s instant messaging solution was upgrading its processes to today’s expectations, but it didn’t realize the extent that Kimoby Pay would improve for the customer experience and the advisors’ workflow. Customers were impressed that they no longer had to deal with hard-to-understand paperwork, which they would get at the end of the day when they were rushing to pick up their car and go home.

Kimoby Pay allowed customers to settle their invoices whenever their car was ready so they could be in and out of the dealership in five minutes. Any questions they had could be answered before they came in, eliminating payment bottlenecks. Advisors appreciated being able to take the time to provide excellent service throughout the workday, rather than rushing through each transaction while customers impatiently waited in line.

Now, Pfaff Porsche processes most of its payments online and continues to wow its customers with excellent service, attention to detail, and the efficiency of text message communication.