No matter what product or service you offer, customer satisfaction should be the main focus of any business. As the single most valuable asset for a dealership, maintaining customer relationships goes beyond appreciation. It means understanding your customers’ needs and making them feel valued with exceptional service and communication.
While a dealer management system can certainly streamline the MPI process and a DMS plugin like our Production Efficiency Platform can improve workflow, what ultimately drives business is the relationship between the customer and the organization.
In this article, we take a look at how customer relationship management plays a significant role in the MPI process for dealerships. Within this, we detail how a PEP can enhance an existing DMS to improve customer support.
Actionable Customer Data
Collecting customer data is a task that provides an excellent opportunity to mine for revenue but often this data is incorrectly recorded, missed or lost. When it comes to the multipoint inspection process, a DMS organizes and stores data flagging the opportunity to schedule existing customers for service that are due or the recommended course of action after said completed multipoint inspection. A constraint that many dealerships face is the lack of integration with their DMS that doesn’t allow for easy access to this data across departments.
A Production Efficiency Platform acts as a DMS plugin, making this possible in real-time, ensuring the same actionable data is instantly available for all departments. This eliminates wasted time and the risk of providing inaccurate data that can lead to dissatisfied customers.
Busy dealerships are often on a time crunch with keeping vehicles in their service bays rotating. During a multipoint inspection when approvals need to be made before starting any service, a DMS that lacks the tools for quick communication can quickly create bottlenecks. This is solvable with a technologically advanced automotive service software program otherwise known as a Production Efficiency Platform.
With a PEP, service techs can send a quick text to the client with photos and videos conveniently stored in one place. In most cases, the customer gets back to the service department quicker without tying up phone lines, allowing technicians to complete services in a timely manner. This process not only frees up the service bay for other vehicles, but it is also a more efficient approach for service techs and keeps the customer happy with fast, reliable service.
The ability of the customer to test the actual technician who performed their inspection is essential to building a trusting relationship. This puts the inspection results in the hands of the guest, allowing for a seamless process for remote review. Shortening the communication time reduces downtime in waiting for guest approvals.
Better Workflow For Multiple Teams
Stored data that are updated in real-time with a Production Efficiency Platform allows all departments the ability to view accurate communication, services, and other customer information in an easy accessible place. Sales, marketing, customer service, and parts and services teams can get the right information to the right individual easily, creating a seamless workflow.
In the MPI process, unnecessary downtime can arise from a lack of efficient com-munication between teams and the customer. Investing too much time in one multipoint inspection can produce an inadequate return on investment, highlighting the need for simple, intuitive, and flexible communication.
Customers are the most important part of a dealership and keeping them satisfied relies on many moving parts. For multipoint inspections, forward-thinking dealer-ships adopt advanced technology to continue improving workflow and staying on top of every detail of the process, resulting in improved customer relationship management and positively impacting their bottom line.