Who they are
Clarkdale Volkswagen is a trusted dealer of Volkswagen products, services and vehicles. In addition to offering a wide range of new and high-quality preowned vehicles, Clarkdale Volkswagen seeks to give their customers more for their money. Their goal is to provide their clients with outstanding service and to ensure 100% 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 is the case for many businesses, Clarkdale would call every customer the day before to confirm appointments. This added up to 50 calls per day with a contact success of 15% on the first attempt and messages being left 75% of the time.
The receptionist was struggling to find out who had left a message and why
Most customers don’t always listen to the entire message and call back without knowing why the dealership had tried to reach out to them. Customers were calling back without saying why they had been called. The receptionist would then struggle to find out why the customer had called. When she finally found out that it was for a service appointment, she had to try to connect to the busy appointment manager, who was also trying to reach out to customers to confirm their appointments.
Clarkdale was looking for a texting tool tailored to 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.
