More time for better customer care

How Clarkdale Volkswagen in Vancouver improved both their efficiency and customer retention?

Clarkdale Volkswagen

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

www.clarkdale.ca

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.

"With Kimoby, our appointment people have more time to do all the other things and take care of the customers by personalizing their approach with customized follow-ups. For example, they can tell them they are due for maintenance they declined last time"

Chris Lane - Operations Manager

Clarkdale Volkswagen

What they used

Appointment Reminders

Automated reminders and attendance confirmations via text message.

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Kimoby Pay

Payment requests and cashier-free mobile checkout via text message.

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What they achieved

  • Multiplied by 5 the percentage of customer reach out
  • Reduced customer phone calls volume and response time
  • Improved service profitability by cutting overhead
  • Improved customer satisfaction for after-hours pickups
  • Globally improved customer retention

"With Kimoby our appointment people now reach out to 80% of our customers on the first attempt and they answer in 5 minutes. Before Kimoby they were only reaching out to 15% of them."

Chris Lane - Operations Manager

Clarkdale Volkswagen

Main reasons why Clarkdale Volkswagen choose Kimoby

  • Kimoby seamlessly integrated with CDK to send messages for appointment confirmations and ROs follow-ups
  • Kimoby Pay offers both conveniences for the dealership and the customers.

The benefits of using Kimoby

Customer appointments follow-ups made easy

Kimoby helps Clarkdale faster and more efficiently reach out to their customers. It allows them to reach out to 80% of their customers on the first attempt versus 15% before. Furthermore, they got an answer from their customers in less than 5 minutes

More time to focus on customers

By using the appointment reminders feature, appointment people spend less time trying to reach out to their customers. Hence they have more time to do all the other things and take care of the customers by personalizing their approach offering added value where it matters. For example, they can tell them they are due for maintenance they declined last time.

Additionally, with Kimoby Pay "payment is more convenient for the store" says Chris Lane, "it’s easy to use, send the invoice and get the payment. So when the customer comes in, you just have to take care of him. It’s all about customer service when they are there. It really eases and improves the payment process and customer experience".

Increased customer experience

"The car industry is usually old fashion so people do appreciate the fact that they use a modern tool to do business with us." says Chris Lane. Kimoby Pay makes it easier to do business with Clarksdale. Customers do appreciate the fact that they are in and out more quickly to pick up their vehicle and they are getting a better service.

Improved profitability

Using Kimoby Pay has allowed Clarkdale not to have a nighttime receptionist and cashier. Not only did they save on overhead but also they’ve greatly improved their customers’ experience. Kimoby helped Clarkdale Volkswagen improve the way they do business. It has hence improved their customer retention.

"It is easier now, for our customers, to do business with Clarkdale Volkswagen as we offer them a cashier free mobile checkout option."

Chris Lane - Operations Manager

Clarkdale Volkswagen

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