It’s 2020 and your dealership should be looking forward to the new year. With a new year ahead of you, your staff is most likely reviewing the way business was being conducted last year and considering options for improvement and growth in the new year.
Keeping up with current technologies and staying ahead of your competition can be a bit challenging, but very necessary. Staying competitive and current will help keep your dealership strong and your customers happy. A new year should bring fresh ideas, better processes and new ways to enhance your automotive dealership.
With that in mind, here are 6 great ways to improve your dealership’s communication, enhance your overall customer service experience and customer ratings, as well as streamline your processes and productivity.
Customers have indicated for years that their preferred method of communication is through text messaging. If you’re not offering texting as a form of communication to your customers, you may not be listening to what they want. Did you know that 98% of text messages are read compared to only 22% of emails? The numbers aren’t much better for voice messages, with about 33% of customers listening to business related messages, and that number dropping down to only 18% from phone numbers that customers don’t readily recognize.
If you want to get a hold of your customers quickly and relay timely service updates, the best communication method is text messaging. And giving your customers the ability to send a quick text to their advisor to communicate with them will add to their customer experience and satisfaction.
2. MOBILE PAYMENT
Your customers are busy, on the move and work irregular hours. It’s important that you offer them payment options that work with their schedules and time lines. Giving your customers the ability to pay ahead of their vehicle pick up can alleviate that 5pm rush. This can free up both the customer’s and the advisor’s time, allowing more time to discuss the repairs and next maintenance recommendations. Providing a mobile payment option also allows customers to pick up their vehicles after hours or make a down payment without having to come down to the dealership. Plus, providing a secure way of making that payment keeps both your staff and your customers safe and compliant with strict privacy laws.
“Providing a secure way of making mobile payments keeps both your staff and your customers safe.”
3. REWARDING YOUR CUSTOMERS
A happy customer is a returning customer. As you know, it’s cheaper to keep an existing customer than it is to acquire a new one. An increase in customer retention of merely 5% can equate to an increase in profit of at least 25%. This is because repeat customers are more likely to spend more with your brand -- 67% more, to be exact -- which results in your business having to spend less on operating costs.
A great way to ensure your customers are happy and keep coming back is to provide loyalty rewards and incentives. Reward dollars can be earned as a percentage based on customer service spending, or you can reward dollars to customers as a thank you, incentive or adjustment. With dollars waiting in their account, customers will be sure to book future service visits or purchase their next vehicle with your dealership to take advantage of the savings.
4. EFFICIENT TRANSPORTATION SERVICES
Providing seamless and pain free transportation options for your customers is no longer a dealership perk, but a necessity. With today’s increasing busy schedules, customers need to be able to get on with their day and still be productive, even without their vehicle. Keeping your shuttle and loaner vehicle departments organized and running smoothly can be an overwhelming job, especially during peak hours and busy seasonal times. It’s wise to invest in the proper software to track and schedule your shuttles and reserve and book your loaner vehicles. Communicating transportation details to customers in a quick and straightforward manner is key to keeping everyone organized, on time and happy.
“Communicating transportation details to customers is key to keeping everyone organized, on time and happy.”
5. INFORM AND ENTERTAIN
Digital signage is the easiest and most effective way of modernizing your facility, keeping your customers informed and providing a level of entertainment — and all while staying environmentally friendly. With various options allowing you to showcase current sales and service promotions, display digital menus for pricing or appointments, provide information on dealership services and events, and more, your dealership can keep your customers informed, entertained and up-to-date, all in real-time. The cost and environmental savings by not having to print and reprint posters and signs is an added bonus. The immediacy of being able to change digital content and messages on the fly is also more in tune with today’s busy lifestyles and customer viewing consumption practices.
6. CHECK IN AND CHECK OUT OPTIONS
Your customers are busy and can have very demanding schedules, so dropping off their vehicle for service needs to work with their timing and their deadlines. Dealerships that can provide before hours check in and after hours pick up solutions will definitely stand out from their competition. Providing self-led check in kiosks allow customers who are in a rush, or know exactly what they want, a faster, less stressful option to bringing in their vehicle and getting the repair process started. Secure key lock boxes and kiosks will speed up their check in times and allow a safe and secure way of bringing their vehicle in for service with as little interruption in their day as possible.
“Providing self-led check in kiosk allow customers a faster, less stressful option to bringing in their vehicle for service.”
The start of a new year is a great time to review your dealership’s processes and practices. Doing so will help you to identify any areas where your dealership may have been lacking or areas that definitely could use some improvement. The customer service experience is what will keep your customers coming back and referring you to their friends and colleagues.
Today’s customers are busy and only getting busier, making it more important to ensure proper communication and fast and efficient service options that are convenient and flexible. Make sure your dealership and your staff are ready to embrace and tackle these challenges in 2020 with the proper tools and solutions.
For more information about VenueVision and our full line of dealership solutions, call 866.401.1300 or Book a Demo to see them in action!
GoMoto, a developer of progressive technologies for automotive service lanes that modernizes the dealership experience and drives customer engagement, proudly announces their Virtual Service Advisor Platform has been integrated with VenueVision Integrated Dealerships Solutions, the leading automotive communications platform in Canada.
GoMoto’s Virtual Service Advisor is kiosk technology for the service lane that provides streamlined, self-led customer check in and check-out. GoMoto kiosks significantly reduce the customer’s check-in and check-out time while providing a consistent experience that improves customer satisfaction and revenue. GoMoto’s turn-key, cloud-based hardware and software solutions can be dynamically tailored to any dealership process or operation.
Integrating VenueVision with GoMoto dramatically increases customer convenience and improves communications between the dealership and its service customers. Customers will be able to check in faster, authorize additional repairs faster, receive real-time status updates and checkout faster by viewing and paying their invoices ahead of arrival with Mobile Cashier. Additionally, during the repair VenueVision’s fully integrated Shuttle Tracker and Loaner software provides more efficient scheduling and dispatching, reducing frustrations for all.
“When you improve efficiencies and reduce frustrations for the customer, you give them valuable time back in their busy day and in return they reward you with greater retention and better CSI scores. A win for everyone.” - Dave Hooper, President, VenueVision.
“Working with VenueVision, the market leader in Canada, was an easy decision.”TODD MARCELL, CEO, GOMOTO
“Automotive dealers are looking to improve their dealership experience, profitability and end-to end solutions,” said GoMoto CEO, Todd Marcelle. “Working with VenueVision, the market leader in Canada, was an easy decision.”
The pairing of VenueVision CX suite with GoMoto’s Virtual Service Advisors enables us to provide an entirely new level of premium experience for dealership customers.”DAVE HOOPER, PRESIDENT, VENUEVISION
“We couldn’t be more excited to partner with GoMoto for the Canadian market. The pairing of VenueVision CX suite with GoMoto’s Virtual Service Advisors enables us to provide an entirely new level of premium experience for dealership customers.” - Dave Hooper, President, VenueVision.
GoMoto was started by seasoned automotive and technology entrepreneurs with a simple passion to develop and deploy the dealership experience of the future. GoMoto creates comprehensive dealerfocused solutions that drive sales and provide customers captivating interactive technology in-store. Their flagship product, The Virtual Service Advisor, is indoor and outdoor Kiosk technology that streamlines service check-in and increases profitability by intelligently offering customers vehicle-specific product, service, and trade equity offers.
For more information about GoMoto or the Virtual Service Advisor please visit http://www.gomoto.com or call 773.844.5382.
VenueVision Integrated Dealership Solutions' platform transforms automotive dealerships into modern digital dealers, providing a premium customer experience that drives loyalty and retention. VenueVision enables dealerships to deliver high impact, time sensitive information on customer facing screens (Digital Signage), mobile devices and by text messaging (autoTEXT) with real-time snapshots from DMS, CRM and third-party sources. Mobile Cashier, Integrated Shuttle Tracker, e-Loyalty/Rewards and Loaners/Rentals solutions are proven to increase CSI and drive greater retention and profitability for dealers.
For more information about VenueVision call 866.401.1300.
It’s become obvious that technology and mobile applications are running the world, and more importantly, the way businesses and consumers interact.
Consumers have grown to expect and rely on the instantaneous results and convenience of digital technology. Things have been drastically changing in the last decade in areas such as retail, the food industry, real estate and business. Now it’s time for the automotive world to catch up.
In order to stay ahead of the competition, dealerships today need to fully embrace new innovations and adapt older processes to include these technologies. One of the most harmful phrases in business is “We’ve always done it this way.” Today’s rapidly changing business world is not the place for resistance. It's not productive to keep using old processes that have always worked ‘just fine’.
Dealerships need to graduate from some of the more antiquated processes that hold them back from improvement and modernization. How do you know if your dealership is stuck in the past? If your dealership still has dry erase boards with current sales pricing, out of date wall posters in service, is leaving voicemails that don’t get heard or calling around the dealership to see who needs a shuttle (to name a few), then you are guilty as charged.
Modernizing your processes is the first step to building a better dealership. And building a better dealership means building a better customer experience. Embracing digital technology and mobile solutions will get your dealership to that level. Here are some common areas of frustration and delay at a dealership that can greatly be improved with new technology:
THE CHECK IN. You only have one chance to make a first impression. Welcome and inform your customers as soon as they enter your dealership with branded Appointment screens identifying their appointment time and assigned Advisor. Educate and help upsell your current specials with appropriate videos and promotional marketing on digital screens.
COMMUNICATION. Keep your customers in the loop throughout their service with text alerts for appointment reminders, progress of their vehicle or unforeseen repair issues. Give customers a quick and direct line of communication to their Advisor with text messaging to address any questions or concerns they may have.
SALES OPPORTUNITIES. Your sales team can receive details about customers regarding possible trade in or appraisal opportunities. Digital screens can display Pre-owned vehicle inventory to catch the attention of customers in the dealership.
TRANSPORTATION. Imagine knowing at all times where your Shuttle or loaner vehicles are. With the right technology you can provide scheduling and management of your transportation vehicles and loaner fleets to keep all staff informed and organized. Keep customers in the loop about their transportation requests with text confirmations and links to track shuttle location and arrival details.
THE CHECK OUT. Decrease wait times and frustration at the cashier’s window by providing a mobile payment option. Allow customers to pay quickly, securely and conveniently ahead of time, and from any location. Give customers the ability to safely provide deposits or payments for parts, vehicles or warranties without having to come down to the dealership or give out credit information.
BEFORE OR AFTER HOURS. Not every customer is able to work within your hours. Your dealership can provide convenient and secure before and after hours drop off and pick up kiosks. No more guessing what keys go with which vehicle. Customers can input specific details regarding their service needs to reduce delays in starting repairs.
As you can see, there is a whole new world of technologies. Technology that can help increase productivity and customer service. Dealerships who embrace these digital and mobile technologies can improve in two major areas. First, it will make all of your dealership processes run more efficiently and profitably. Second, it will drastically improve the customer experience and let your customers know that your dealership is forward thinking.
Investing in your customers and improving their experiences with your dealership will ultimately benefit customer retention and loyalty across all your dealership departments. And that is a very good reason to embrace the digital and mobile future!
We’ve all been there, sitting in the car dealership lounge, hoping you won’t be too late for work or an appointment. Anxiously waiting for that Shuttle driver to walk in the door and call “Who needs a Shuttle?” With today’s technologies and conveniences, isn’t it time to change that experience?
Shuttle service can be one of the most chaotic areas of a dealership. Service Advisors are all taking shuttle requests and writing them down on post it notes. Then hopefully these notes will make it into the hands of the Shuttle driver upon their return to the dealership. Shuttle drivers are left to figure out who’s waiting, who needs to be picked up and to plan the most appropriate routes. Yet, for the customer, a timely shuttle ride is supposed to be part of the services that make it easier for them to get through the inconveniences of having their vehicle serviced.
With the advantage of Shuttle services, customers aren’t bound to stay and wait for longer repairs. They don’t have to rely on friends or family for a ride. More importantly, they can get on with their daily activities as needed without too much disruption to their schedule. Since your customers rely heavily on this added service, your dealership should make sure it’s not falling short on expectations.
Some of the things that can go wrong or be overlooked with Shuttle processes are:
Any of these situations could directly impact the overall impression of your dealership, plus drastically affect the level of customer service you provide. Even if the car repair went smoothly and the price was agreeable, the negative customer service experience could jeopardize the customer’s return for future service. Or worse yet, could turn into negative feedback online!
Have you experiences any of these complaints? If so, you could benefit from a proper management and scheduling solution. VenueVision provides flexible Shuttle Solutions that can work for any sized dealership and that can adapt to various processes to work with your whole team. Our Shuttle Solutions provide real-time visibility for Shuttle scheduling and dispatching that all advisors and Appointment Coordinators can have access to. Using a centralized desktop dashboard, all Shuttle requests are captured and shown in one easy-to-view location. Plus, it can be integrated with your DMS to access daily appointment information and customer details to make scheduling even easier.
Shuttle drop offs and pickups can be scheduled in a few easy steps. Riders can be assigned to specific Shuttles if more than one is available. Customers can receive automated text confirmations of shuttle requests booked and notifications of departure.
In the dealership, staff and Shuttle drivers can see a full overview of destinations on the dashboard and dispatch screens. The live-view maps show marked pickups and drop offs and full customer details listed by priority and time. This visibility will help in routing to prevent overlap and help increase efficiency and productivity. Newly added Shuttle requests or completed Shuttle rides are added or removed from screen in real-time.
Shuttle requests can even be booked in advance. Appointment coordinators can schedule shuttle rides for customers when they are booking their Service Appointments. All the information will be in place on the day of their appointment, so your team can see in advance what their daily schedule will look like.
With VenueVision’s Shuttle Solutions, your drivers and staff will always see at a glance if there are new customers waiting, who’s already been assigned or completed, and what the best route should be. Customers can be informed of Shuttle departure and expected pick up times, and their information will be correctly and instantly relayed to the drivers.
By having the right tools to provide a more organized, efficient and streamlined Shuttle service, your customers will appreciate the enhanced level of customer service they experience. It’s important to invest the time and resources into making the Shuttle service experience more convenient and memorable. This will in turn reflect on the customer’s overall appreciation and positive dealership experience. A positive customer experience will result in increased customer loyalty and retention.
If you work in a dealership you might know us as that ‘digital signage company’, but you may not know that we have grown into a full dealership solutions provider. Or maybe you are aware that we have a texting and an e-payment tool, but you might not be aware of just how far we have grown. With that in mind, we wanted to provide a quick overview of our new tools and some advancements over the last few years. But first, let’s start with a little history.
VenueVision Integrated Dealership Solutions, based in Oakville, Ontario, has been in business since 2001. The company originally started as VenueVision Media Systems with the focus primarily on Digital Signage in the automotive industry. Since the start, our main objective was to help clients implement turnkey solutions to improve communications with customers.
In the area of Digital Signage, we are not just installers and hardware providers. VenueVision creates and manages fully branded, high-quality digital content for every OEM. Our Content Management service is one of a few differences we offer that sets us apart from other digital signage companies. Our innovative Integration technology is another feature that helps make us unique. With DMS and other dealership software integration, you can display data on dealer-branded dashboards to provide a premium customer experience.
The team at VenueVision has always been focused on helping dealerships improve their communication with their customers. That is why, over the years, the team has been listening and observing the day to day functions of dealerships, specifically their service departments. This has enabled our developers to assess areas of frustration and department processes which could use streamlining. With this knowledge, our team of designers and software developers have been hard at work building additional tools and solutions that can help dealerships improve their functionality, customer service and enhance the overall customer experience.
So, what have we been up to at VenueVision? Here are some of the additional solutions we offer and some of their recent upgrades.
Although not new to the suite of VenueVision solutions, as it was originally launched in May of 2017, our texting solution is always developing to keep up with changing needs and demands. This powerful two-way, cloud-based desktop texting solution provides all the functionality any sized dealership could need. A centralized texting solution that all staff can use and oversee all customer conversations in real time. Our autoTEXT solution has always been capable of capturing and storing full customer conversation history, sending updates with DMS integration and automated messaging, attaching images or videos for faster repair authorizations and so much more. Some of the newly added features and functionality are:
Similar to autoTEXT, Mobile Cashier has been around for a little over 2 years since its original launch in April of 2017. The main functionality of providing secure payment links to capture mobile payments for service invoices has always been streamlined, efficient and simple, and still is. You can also create payment links to send to customers for any department in the dealership. This allows staff to collect down payments for Parts or Vehicles, payments for F&I products or even for collecting payments from your own third party vendors — all in a safe, privacy-regulated process that keeps your customers’ data safe and your staff protected from privacy law stipulations.
One of the most recent additions to our dealership solutions that ties in directly with Mobile Cashier is our Loyalty Rewards Program. Show your customers you appreciate their business by providing a program that lets them earn loyalty dollars on every Service invoice they pay using your Express Payment option. They can build and use these Loyalty Dollars on future service visits, providing great customer retention. Plus, use the program as an incentive or a way of showing more gratitude, but topping up their balance or adding to their account as for a new vehicle purchase incentive.
VenueVision has offered Shuttle Tracker, a GPS-based tracking system for visibility and analytics for a few years. Our continued drive for advancement has led to the recent creation of a powerful set of Shuttle Solutions. Shuttle Manager works within our main dashboard and provides the perfect centralized map view to keep a dealership’s shuttle and transportation department organized. Combined with the real-time visibility of Shuttle Tracker, and you have Shuttle Complete. All staff can see at a glance who’s been scheduled, what time and where they need to go or be picked up from. With this solution you can assign riders to specific shuttles, send text confirmations and notifications to customers and Shuttle Drivers. Use it to schedule Shuttles in advance when booking service appointments so you can staff accordingly, create efficient routes, print off current route sheets or trip history, and so much more.
Things have definitely been busy with our team at VenueVision. To date, our digital and automotive solutions are used in almost 500 dealerships across Canada and the U.S. to promote products and services and communicate relevant information. We are always in development and looking for ways to improve or create new solutions to help dealers and their staff. Launching soon will be tools and features such as:
So, keep your eye out for more additions and updates to our growing powerful suite of dealership solutions. All of our solutions are designed to be flexible, adaptable and work in various combinations with all of our other solutions. Our tools will greatly enhance your customer communication and customer experience — whether your dealership is small or large, run by a multi-store BDC, or under an entire Automotive Group service initiative. Our focus is to connect all stages of service, sales, marketing and communication and provide your customers with an experience unlike anything they’ve had before. Contact us any time to get more information or book a free demo to see what’s new.