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As the automotive industry moves increasingly towards a digital future, dealerships are looking for ways to keep up. Dealerships have to compete with online car-buying services like Carvana and Vroom, which offer a completely automated shopping experience. But what if dealerships could offer the same level of convenience and automation? Many are turning to AI-based technologies as a way to improve customer experience and engagement. By building more virtual communication channels, dealers can provide an immersive and interactive experience that goes beyond the physical limitations of phone calls, texts, and emails. Customers can browse vehicles, test drive them, and even complete transactions without ever leaving their homes. The possibilities are endless, and Ai provides an exciting new communication avenue for automotive dealerships to explore.
Looking towards the future, DGA Auto is launching the first Ai-based BDC platform designed for automotive dealerships: Lucy Ai. Lucy is our Google-powered AI designed to help you manage customer expectations and book appointments in real time so that everyone leaves your service drive happy! With Lucy, your customer can schedule service appointments 24/7 without ever speaking to someone at the dealership or at a call center. She even sends out reminders before each appointment so there are no surprises at drop off! Lucy offers a seamless customer experience:
Click the following link to learn more about DGA Meta, Lucy AI and or the future of BDC solutions: DGAauto.com/Demo Also, visit DGA Auto at the 2022 NADA Convention in Las Vegas, Nevada from March 10th through the 13th at booth 6129N. Setup a VIP appointment to discuss DGA Meta products using the following link: DGAauto.com/Lucy
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Welcome back to DGA’s BDC DIAG ….where we explore what works and then what works even better to expand your customer base. Let’s be clear, not all AI is good AI. I use technology to create time for humans to be human without disrupting my bottom line. If you pick up preview dialing and smart campaigns, your agents will have more time with the customers who want or need it.
You never know how they’ll say thank you. One day, true story, a customer dropped cookies off at her dealership for the DGA agent who’d spent that few extra minutes to listen to her story. She will be that dealer’s customer for life … all because technology gave an agent a few extra minutes to be a little more human at a very important moment. Don’t forget to sort your leads by source - each list should have a unique script and contact cycle. All leads are not alike and your computer is built to keep them all straight. Comparing the results on leads that share a profile will give you much better information at the end of the day. You’re all set to start your auto playlist (pun intended). Sit back and watch the fruits of your labor. Here’s how we do it for our clients at DGA. It ensures that our agents stay fresh and cover all the bases. Your IT department can set the playlist to run in order all day. a. 8:30 am- overnight internet leads b. 10:00 am- 2nd – 10th morning attempt internet leads c. 11:00 am- no-show rescheduling d. 12:00 pm- equity and lease renewal leads e. 4:00 pm- 2nd – 10th afternoon attempt internet leads f. 6:00 pm- appointment confirmation for next day g. Until close- equity and lease leads This DGA Playlist guarantees that new internet leads take priority over all other campaigns, and inbound calls have priority over everything else. Can’t beat that. Nicholas R. Lawrenson Chief Operating Officer O: (239) 221-5230 M: (443) 864-7834 [email protected] www.DGAauto.com Welcome back to DGA’s BDC DIAG ….where we explore what works and then what works even better to expand your customer base. Let’s start today with some frank talk. I’m not in the mood to beat around the bush.
We’re in a numbers game my friends. With an unlimited budget you’d put a dozen more people on outbound sales. This is where technology changes the narrative. What if I told you, you could double or triple your output at the same time you streamline staff, keeping your best business development reps and giving them the “smart” tools they need to shine? A quick review of web to campaign outlines all the “human” steps necessary to integrate a new prospect into a campaign:
Makes me tired just to think about the sweat and labor it used to take to set up campaign prospects. Imagine my relief when I was introduced to “web to campaign,” a smart function that takes all of those steps for me. All I need to do is turn on the charm. Let the computers do what they do best and leave the human interaction to the experts. Setting this up is as easy as copying your phone system’s FTP email address on all leads, and setting the campaign as top priority in your phone system. This will automatically give your new internet leads priority over all other outbound campaigns. Check back in a couple of days to check out our BDC playlist. I don’t know about you, but my teenage daughter’s playlist is relentless. She inspired me, and I’d like to share the results with you. For us at DGA, it’s become the heartbeat of outbound sales and it works, through sheer persistence and consistency. Nicholas R. Lawrenson Chief Operating Officer O: (239) 221-5230 M: (443) 864-7834 [email protected] www.DGAauto.com Welcome to DGA’s BDC DIAG ….where we explore what works and then what works even better to expand your customer base. It’s Wednesday, November 25th. Today I’m thinking about bottom line strategies and of course Turkey….
I have to say I’m getting sold on preview dialing. The numbers are impressive - an average 30% increase in sales, and 40% savings in operations. Here’s the real shocker: dials per hour are doubled. Yes. Doubled. Preview dialing typically creates a pace of 50 DPH - fully 2-3 times faster than manual dialing! Our phone calls start with automatic dialing and end with an agent prepared with information on the customer or prospect. It is the very best human-tech interface we’ve found in the market. It works if your CRM system is in good shape. That’s the topic of another blog. Dealers tell me that one of their favorite features is that preview dialing keeps them in control of the contact cycle, rather than relying on business development representatives to make those important decisions. Later this week we’ll be exploring web-to-campaign strategies, another human-tech victory. Spoiler alert: Web-to-campaign actually takes an internet lead from its lead source, emails the lead to the campaign, and prompts an immediate contact that takes priority over all other outbound contacts. Yes. It does. Nicholas R. Lawrenson Chief Operating Officer O: (239) 221-5230 M: (443) 864-7834 [email protected] www.DGAauto.com  Every year Mercedes Benz makes changes to their survey process to build brand loyalty by having their dealers take actions to chase scores. Mercedes has completed extensive research to figure out what types of customer experiences translates into customer advocacy.
The first step to achieving consistently excellent CER is knowing and understanding what you’re being graded on. Advisors should act as though they are Account Executives. Every detail of the service should be planned, executed, double checked, and properly explained prior to delivery. Services Advisors need to have sales skills, communication skills, organization, and the ability to be consistent day in and day out. Consider the areas Mercedes has chosen to focus on in 2017 such as:
What can using a 3rd party vendor for CSI Follow-up do for you? Great Advisors can get you there, but it’s very difficult to maintain a great staff all the time. It’s easy for Advisors to become complacent when things are going well for too long! An effective follow-up system is the key to identifying when your Advisors make mistakes. A 3rd party follow-up vendor such as DGA will also provide an immediate impact with your completely satisfied customers, problematic customers, and the ones that are in between. DGA’s follow-up system is key in identifying problematic customers so that you can address the issues prior to the customer receiving the Mercedes Benz survey. Our service will also identify your completely satisfied customers and educate them about the survey process, so they will return the manufacturer’s survey. What makes DGA the Premier Option for CSI Follow-up? Data Accurate data is vital to ensure you are contacting the right customers in a timely manner. Madelia only pulls one phone number. Dealers that plan to use Madelia for their call list should make sure that the cell phone numbers are populating in the home number field to achieve high contact rates. Dealers should also rely on the DMS or a 3rd party software to access additional phone numbers and email addresses since Madelia only provides one phone number & one email. Building Dealer Loyalty into the Script & Extensive Training The script should sound natural and build dealer loyalty. There is nothing worse than receiving a follow-up call from someone who sounds like they are reading. This comes across as very disingenuous! Follow-up representatives need to understand the survey process, survey timeline, and know what the weighted questions are. Always use the Service Manager & Advisor’s name serval times during your follow up call. You want the customer to make a connection with their Advisor, Service Manager, and your dealership so they are more likely to return a perfect survey. Mercedes knows that score chasing will often result in better processes. Timeliness of Follow-up Call Mercedes Benz surveys their customers 10 days after service. This gives dealers plenty of time to follow-up with all of their customers, identify issues with customers, and fix any issues prior to the customer receiving a survey from Mercedes. Start the follow-up process 24 hours after the record populates in Madelia. 4 attempts seems to be the perfect amount to reach a high percentage of customers without upsetting them by making too many attempts. Customer Concern Resolution Most dealers will find that 10-15% of their customers have issues that are identified during the follow-up call. Most customer issues can be quickly turned into perfect surveys if they are handled quickly and correctly. Often an issue that is fixed quickly and correctly can create a loyal customer quicker than a customer that had no issue at all. Advisor Reporting Dealers focus on the weighted questions during the follow-up call. Track your customer’s perception of your Advisors. The quantity of the data generated from the follow-up call is more extensive than the data dealers are receiving from the Mercedes Benz survey. Dealers will find out quicker what needs to be fixed internally by tracking the data from the follow-up rather than waiting to see what Mercedes Benz reporting states. I’m a Partner and Chief Operating Officer of DGA with 15 years’ experience from the vendor side of the auto industry. DGA is an automotive-only call center vendor that specializes in Virtual BDC services. We offer full service inbound appointment scheduling, CSI follow-up, and various types of outbound lead generation. We love the auto industry and are eager to help our clients achieve success in any way that we can. Nicholas Lawrenson COO DGA www.DGAauto.com |
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