Higher CSI and happier customers

Discover how Great Lakes Honda in Sault Ste. Marie improved both its CSI and customer experience!

Great Lakes Honda

Who they are

Great Lakes Honda is proud of the reputation it has built as being the most relaxing, experienced and pressure-free sales environment in Sault Ste. Marie. Honda Powersports & Honda Automotive is known for its customer-centric approach, sleek designs, IIHS safety ratings and quality products.

The team believes that the key to running a great dealership is providing stellar, customer-focused service in all areas of the business. It’s Great Lakes Honda’s personal approach and community-driven commitment that continues to attract customers from across Sault Ste. Marie and the Algoma District.

Location

Sault Ste. Marie, Ontario, Canada

Industry

Automotive dealerships

Website

www.greatlakeshonda.com

Customer since

June 2014

What challenges was Great Lakes Honda facing?

As a consumer, Francine Floreani, Dealer Principal and General Manager at Great Lakes Honda, appreciates when people text her. She saw an opportunity with Kimoby to offer that convenience to her customers.

Before using Kimoby, Great Lakes Honda was sending emails to its customers; however, the response rate was not very high. Francine said: “Customers respond faster to a text than a phone call or an email.

"The opportunity to transfer a conversation to a colleague is a good feature. If somebody is off or out for lunch, we can still serve the customer as best we can."

Francine Floreani, Dealer Principal/General Manager

Great Lakes Honda

What they use

Targeted Campaigns

Dynamic customer segmentation and personalized text message campaigns.

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Automated Messages

Triggered text messages based on workflow rules and customer activity.

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Satisfaction Tracking

Automated customer feedback via text and real time sentiment analysis.

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Mobile App

Hold Kimoby software in the palm of your hand

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What they achieved

  • Increased their CSI
  • Faster approvals
  • Improved customer reach
  • Reduced number of phone calls

Although Francine Floreani researched a lot of different providers, Kimoby won out. “Kimoby was the right application for us,” she explained.

"We send the right message to the right customer in a very efficient way."

Francine Floreani, Dealer Principal/General Manager

Great Lakes Honda

The benefits of using Kimoby

Increased customer experience

Kimoby helps Great Lakes Honda reach out to its customers faster and more efficiently. Francine Floreani said: “Ever since we started using Kimoby, we saw an improvement in the speed people respond. When customers are in a meeting, you can't reach out to them. If you need to get their approval, it’s easier to send a text than calling. They can text back to you instantly to proceed with the work!

Increased CSI

Since using Kimoby, Great Lakes Honda saw its CSI increase. Francine explained: “I am emailed about negative replies and I can take immediate action. That is a great feature! Before customers fill out any surveys, we call right away and describe how can we make it better for them and eliminate problems down the road.

Higher engagement from customers

Kimoby helps Great Lakes Honda send the right message to the right customer in a very efficient way. For example, during tire season, Great Lakes Honda sends promotions to its customers, such as $10 off if they get their tires changed before a specific date. Francine added: “This worked very well. We were emailing customers beforehand with little success. It was a test for us and it worked well.

A modern dealership with a positive image

Great Lakes Honda is a progressive dealership. Francine described her dealership in more detail: “When texting with customers, it is all about the image.” The dealership uses Kimoby’s mobile app on a tablet. Team members can download pictures and videos of the vehicles and send them to their customers. “We want to use tablets as we don’t want our customers to think our employees use their cell phones while working.

"I am emailed on the negative replies and I can take immediate action. That is a great feature! Before customers fill out any surveys, the customer goes to the survey we call right away and describe how can we make it better for them and eliminate problems down the road."

Francine Floreani, Dealer Principal/General Manager

Great Lakes Honda

Improve your customer experience today

Ready to breathe new life into your customer communications?