Effective outreach for higher customer engagement and profitability

How did Henley Honda in St. Catharines improve customer satisfaction and increase revenue opportunities?

Henley Honda

Who they are

Henley Honda is the Niagara Region’s first and largest Honda dealership. The team provides a superior service that allows sales associates to sell more Honda vehicles. Henley Honda also supports the largest service and parts departments in the Niagara region.

Henley Honda is dedicated to taking care of its customers and, through the team’s enthusiastic and superior service, the dealership is committed to keeping their customers loyal over time and a cherished member of the Henley Honda family.

Location

St. Catharines, Ontario, Canada

Industry

Automotive

Website

www.henleyhonda.com

Customer since

March 2019

What challenges was Henley Honda facing?

The dealership was looking for a business texting solution to meet their customers' expectations and their needs

Henley Honda was conscious that business texting is way more than a trend in the automotive industry. Business texting is a powerful tool for dealerships in their aftersales operations. Shamil Becharbhai, Service Operations Manager at Henley Honda, explained: “Everyone uses text messages. It is the way to do it and it is weird not to do it.” Furthermore, Henley Honda was looking for a software solution integrated with CDK.

Henley Honda was disappointed with their new texting solution

Henley Honda had been using Kimoby’s texting solution. However, in the highly competitive texting market, they had moved to a competitor’s texting solution in early 2019. The competitor had promised an effective and high-performance texting solution and offered an attractive package.

Nonetheless, only one month later, Henley Honda came back to Kimoby. They were very disappointed with what they were sold and quickly found out that the competitor’s solution had been oversold and did not meet their needs and expectations. For example, their tablet app did not work properly and there were integration issues with CDK.

"The team loves Kimoby. It is very easy to use the app. This is no problem even with the older generation of employees—it was seamless. Kimoby is easy and it is a huge benefit to our team."

Shamil Becharbhai, Service Operations Manager

Henley Honda

What they use

Appointment Reminders

Automated reminders and attendance confirmations via text message.

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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 follow-ups

Automated feedback requests via text message and customer happiness at a glance.

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Main reasons why Henley Honda choose Kimoby

  • Kimoby seamlessly integrated with CDK to send messages for appointment confirmations and CSI follow-ups.
  • Kimoby is user friendly.
  • The team loves Kimoby’s mobile app.
  • Kimoby offers targeted campaign features to reach more customers simultaneously.

What they achieved

  • Improved customer reach
  • Reduced number of phone calls
  • Globally improved customer satisfaction

"With Kimoby, it is easier for customers to communicate with their service advisors without having to call."

Shamil Becharbhai, Service Operations Manager

Henley Honda

The benefits of using Kimoby

Declined work tracked

Kimoby helps Henley Honda send the right message to the right customer at the right time. For example, Henley Honda sends maintenance reminders to their customers and tracks declined work. This helps them increase their customers’ engagement and increase revenue.

A modern dealership

Henley Honda is a dealership of its time. It meets customers’ expectations by providing them the opportunity to text their advisors. Shamil Becharbhai, Service Operations Manager at Henley Honda, said: “Everyone is on text message. It is the way to do i and it is weird not to do it.”

Increased customer experience

Henley Honda sends text messaging reminders for appointments and follow-ups. This helps to reduce no-shows.

Team collaboration made easier

Since using Kimoby, Henley Honda improved collaboration between team members. The feature to add notes and transfer a conversation also helps the staff a lot.

"Support is great! It has always been wonderful. Training was straight forward; nothing complicated."

Shamil Becharbhai, Service Operations Manager

Henley Honda

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