Improving customer reach and appointment confirmations
Waterloo Nissan struggled to reach out to customers for appointment confirmations, with three employees at the Business Development Center making calls. With Kimoby, Waterloo Nissan was able to reduce the number of phone calls needed and increase its reach rate, with a 70% answer rate for a stored tires campaign. The dealership also saw its no-show rate decrease, thanks to improved appointment follow-ups and customer communication.
Automated advisor introduction and efficient communications
Waterloo Nissan uses automated advisor introductions to streamline customer communication and improve efficiency. Customers and service advisors both appreciate the feature, which captures the advisor's information and avoids unnecessary back-and-forth calls. This has helped Waterloo Nissan to save time and resources while improving customer satisfaction.
Making CSI follow-ups easier than ever
Kimoby had a significant impact on Waterloo Nissan's CSI score, increasing it by 20% and doubling the reach rate for CSI satisfaction. Sheila Ping, Service Manager at Waterloo Nissan, received alerts every time a customer rated the dealership below 9 and was able to reach out immediately to ensure the customer was taken care of. This approach, combined with Kimoby's texting tools and consulting services, helped to improve customer satisfaction and reduce response times.
