Autosuccess 2010 Special Edition
Today the phone is the primary method of initial contact, subsequent contacts, and post purchase experience for every department in the dealership. Most dealers have 800 Trackable Phone Lines that track ad sources and allow them to listen to the calls, but no one has the time to listen to every call. CallRevu is a company that listens and reports on all dealership calls, and gives their dealers all the 800 call tracking numbers they need for free.
Recent customer experience studies show that more than half of a dealerships phone contacts are mishandled which results in lost customers and profits. Sales appointment setting rates are under 20% nationally and Service appointment setting rates are under 30%. A surprising number of calls are forwarded to voicemail, and are too often not checked or followed up with. The phone is a blind spot in the dealership where customers and profits are lost in every department, every hour of every business day.
The Solution: Call Monitoring & Reporting
CallRevu, is a service that monitors all customer phone calls and sends real-time alerts whenever a call is mishandled, as well as, provide daily and monthly reports to dealers.
Dealers receive a “Real Time Alert” that is sent to the management team via Text and Email whenever there is a time sensitive customer issue. “When my team gets an alert they contact the customer immediately to save a deal, mitigate a CSI or legal issue or to just save a customer that otherwise would be lost forever,” said Brian Benstock, one of CallRevu’s clients. “The accuracy of the reports gives us the confidence to take quick action to save opportunities and correct process issues,” said Jack Jackintelle, President, Rick Case Automotive Group.
Dealers who use the service review daily summary reports from the previous day’s calls each morning in less than 15 minutes. Their call summaries are prioritized so it is easy to quickly identify and help mishandled customers before it is too late. The report recommends an action for each customer including Appointment Confirmation, Follow Up, Follow Up on Promise Made, Call to Set an Appointment, Sales or Service Follow Up, CSI Alert, Legal Alert, etc.
“After I got alerts for a week, I realized that our phone was a black hole causing profit leaks in every department of the dealership, every hour of every day.”
Dealerships also receive a monthly report with “Vital Statistics” compared to national group averages in critical categories like percentage of sales and service appointments set, contact information captured, and percentage of calls forwarded to voice mail. “CallRevu focused our team on our CSI issues and mapped the ‘fix’ for us. We increased our CSI by 65%,” said Robert Hess, GSM of Jerry’s Toyota. “We received Toyota’s President’s Award for the first time, after a disqualification in 2007 for CSI status. According to management, Jerry’s also increased their sales appointment percentages from 16% to 45%, with a 25% increase in appointment “shows”.
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