Who they are
Clarkdale Volkswagen is a trusted dealer for Volkswagen products, services, and vehicles. In addition to offering several new and pre-owned high-quality vehicles, Clarkdale Volkswagen also seeks to give their customers more for their money. At Clarkdale Volkswagen, they are continually aiming to provide their clients with outstanding service and to ensure the ultimate customer satisfaction.
Location
Vancouver, BC, Canada
Industry
Automotive dealerships
Founded
1960
Website
Customer since
June 2017
What challenges was Clarkdale facing?
It was difficult to reach out to customers for appointments
As for many businesses, their appointment people used to call every customer the day before their appointment. For confirmations, they used to do 50 calls per day with a reach out success of 15% on the first attempt. They used to leave messages to 75% of our customers.
The receptionist was struggling finding who had left a message and about what
It is true that most customers don’t always listen to the whole message and they call back without knowing why the dealership has tried to reach out to them. Indeed, customers were calling back without saying why they were called. Then the receptionist was struggling to find what it was about. When she had finally found out that it was for a service appointment, she had to try to connect to the busy appointment manager, himself on the phone trying to reach out to customers to confirm their appointment.
Clarkdale was looking for a texting tool appropriate for their needs
Clarkdale had a texting solution in place, but they were not happy with it. They were looking for a software solution integrated with CDK to send messages and open repair orders (R.O.) that would bring more value to their business.
