Impeccable New Car Follow-ups
Before Passport Auto Group implemented Kimoby's dealership engagement system, there was a struggle with inconsistent follow-up communication between their sales and service teams. The responsibility for reaching out to customers for their first maintenance appointments, extended warranty or anything else in between needs was scattered, with no single point of ownership.
These essential tasks seemed to pile up on everyone's desks, but no one was taking care of them consistently. When customers were finally contacted, the messaging lacked uniformity and a revenue-oriented focus, resulting in a disjointed customer experience.
Enter Kimoby's sales automation, a game-changer that has brought forth a consistent, effective, and personalized follow-up process.
What's more, it's not a burden on any individual's shoulders as everything is seamlessly automated, making it a breeze to manage.
Unscheduled First Service Appointments Fixed
A significant challenge faced by Passport Auto Group was the identification of customers who had purchased a vehicle but had not yet scheduled a service appointment.
This gap in communication was directly affecting customer retention rates. The potential for enhancing customer service and reducing the BDC team's workload was evident. However, with Kimoby's seamless integration into both their Customer Relationship Management (CRM) system for sales and their Dealer Management System (DMS) for service, the process of identifying and targeting these customers became effortlessly streamlined.
This critical post-purchase step secures customer loyalty and fosters lasting relationships.
Out-of-this-world Customer Experience
In this new era of seamless communication through text messages, customers have a channel to effortlessly voice their concerns and offer feedback, marking a significant departure from the past when unresolved complaints were an unfortunate norm.
Passport Auto Group's customers have now found themselves on the receiving end of personalized, meticulously tailored, and timely communication from various teams, be it the BDC, the customer relationship team, or the service department.
The ease of internal communication within the teams has become a game-changer, introducing group discussions within the platform and ensuring a smooth and accountable flow of information. With Kimoby at the helm, the Passport Auto Group's various teams can swiftly and effectively address feedback, leading to a more enriched and satisfying customer experience. This transformation solidifies the bond between the entire dealership and its cherished customers, creating a truly extraordinary relationship.
