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Returning to a new ‘normal’

Posted by Nicole Diemert in Industry News | 0 comments

16.04.20

Changing dealership practices during and after Covid-19

It’s easy to see that dealership processes and procedures will need to be changed to continue doing business during and after the height of the Covid-19 pandemic. Some of these changes may be short term. But there may be some which could become the new ‘norm’.

Now more than ever, dealerships will need to be acutely aware of every interaction with their customers, big and small. Providing contactless and touchless services, safe and secure procedures and timely, important information updates will be key in the months ahead — perhaps permanently. Keeping both your customers and your staff members healthy and happy will allow your dealership to stay open and provide the level of customer service that is crucial.

VenueVision’s suite of dealership solutions can help your dealership reach and maintain these new levels of service. Here’s how:

Keeping customers informed

autoTEXT has already been keeping dealership customers informed through the course of their Service visits with timely text messaging. Automated messages such as appointment reminders, vehicle check-in, vehicle completion and service follow ups have already been providing customers with their repair status updates. As a dealer, you can increase the benefit of these messages and the information they relay with specific customizations to your wording.

For example, your dealership can provide information on new service hours or procedures in your Appointment Reminders. Remind customers of your secure, touchless payment option in your Vehicle Check-In and Completion messages. Give specific contact information for customers who may have questions or concerns in your Service Follow up messages.

Let customers tell you what they want

With VenueVision’s Responsive Keyword Texting, you can use your messaging to generate automated responses based on customers’ requests. For example, Appointment Reminder messages can read “A friendly reminder of your service appointment tomorrow at 9:00am. If you would like our contactless drop off service, please reply Drop. Thank you.” When the customer replies with the word ‘Drop’ they are instantly sent an automated text message outlining the procedures your dealership have in place for a contactless service drop off.  Use these keywords for customers to specifically request information or other services such as contactless payment, Shuttle requests, vehicle appraisals and more.

Get information out to a larger audience

Send important information and promotional messages to a specific targeted list of your customers with Marketing Campaigns. Use this campaign feature to broadcast key dealership changes and news such as updates to procedures and practices, revised hours of operations, etc. Target specific groups of customers with timely offers or specials to help out your customers in these difficult times and remind them that you are still open for business.

Send repair estimates digitally

With more physical distancing comes more challenges in reaching your customers and conveying recommended service procedures. Reach your customers instantly with professional digital Repair Estimates they can view and provide approval from any mobile device or desktop computer. Include images or short service videos to provide information and visual reference for your customers. Receive customer approval within minutes with a two-step authorization process. Record and track any recommended services that were deferred by the customer for future follow up and service bookings.

Provide Contactless payment

One of the best ways to keep both your staff and your customers safe is to provide a fast, safe and contactless payment method. Send mobile links with Mobile Cashier to collect payment and deposits for every department in your dealership. Customers can access the payment portal through any mobile device or desktop computer. Within minutes, your customers can receive a link, access the portal on their device, review their invoice, enter their credit card information and send payment. Your dealership will receive instant notification that the payment was received.

With Mobile Cashier, there are no additional fees or card percentage rates per transaction and no holds on payments that are processed. It is the fastest, safest and most convenient payment and check out method for your customers and your staff.

Show appreciation now more than ever

In these challenging times, showing your customers how much you appreciate them and their business is very important. With VenueVision’s Loyalty Rewards program, you can provide incentives and reward dollars for your customers. Loyalty dollars can be applied automatically based on a percentage of their service invoice. Rewards can also be applied manually to a customer’s account as a promotion, a thank you or an incentive.

All Loyalty and Reward dollars are tracked in an easy-to-use dashboard. Customers paying with Mobile Cashier will be automatically prompted to apply their Loyalty dollars if they want or save and bank for future service. And, all of this is done remotely. No physical card is needed to collect or redeem, and there is no rewards program that your customers need to sign up for. It’s a perfect extension for a contactless service environment.

Contactless service solutions may be the new ‘norm’

We understand that these are challenging and quickly evolving times. Being able to adapt, adjust and act quickly will keep your dealership running as smooth as possible. Providing a great customer service experience will always be important, but providing that service while keeping your customers and staff safe and healthy has become the new normal. Contact the VenueVision team (sales@venuevision.com) if you would like more information on any of our products or would like to schedule a free online demo.



Covid-19 and keeping your customers informed

Posted by Nicole Diemert in Industry News | 0 comments

20.03.20

A reminder in these challenging times how using good communication tools can help protect your customers and your staff

As so many businesses and people are facing challenging times and uncertainty, communication and providing safe services will be even more important to your dealership.

Of course, the most obvious practices that dealerships will be taking involve providing sanitized and hygienic surfaces and improved practices to provide minimized contact. Here’s a reminder to our VenueVision customers how some of our tools can be of great benefit to help reduce that contact as well as keep you connected to your customers.

Text updates and important information

Keeping your customers up-to-date with any changes to services or practices at your dealership can be done through text messaging. Send individual messages to your daily customers before or on the day of their appointment. Ensure your text number is easy to find on your website and social media sites, with a clear indication that customers can text in to your dealership directly. Send a targeted marketing blast using the Marketing Campaign option for a broader reach of your customer database to inform of more generic or vitally important updates.

If you have automated Appointment Reminders, we can have that messaging adjusted to keep your customers informed of any changes to appointment or procedure. Contact our support staff for more information. (support@venuevision.com)

Whatever you choose to convey to your customers, texting them will be the quickest, surest way to keep them informed and instantly updated.

Mobile payment and social distancing

Having the ability to allow customers to pay remotely is a great way to practice Social Distancing. You can send payment links to customers to pay for Service Repairs, Parts purchases and even vehicle deposits. They won’t have to be worried about touching payment terminals or having close exchanges within your dealership. In some cases, there may need to be no physical exchange at all.

Convey updates with Digital Signage

Use your digital signage screens to inform customers of changes to your hours of service and updates to your processes. Whatever important information you want to make sure your customers see, you can have it uploaded to your VenueVision digital signage screens. You can send content upload requests directly to production@venuevision.com. If you don’t have a resource for creating content, our design team can help you out.

Keep safe and healthy

No one knows for certain how long this new and challenging state of business will last, but we are here to help. We sincerely hope all of our customers and clients stay safe and healthy.

If you have any questions about how to better use your solutions, or would like any information, please reach us through our support lines at: 1-800-401.1300 or email directly to: support@venuevision.com.



New year — new improvements!

Posted by venueadmin in Company News, Industry News | 0 comments

16.12.19

6 ways to improve your Dealership’s Customer Service performance

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.

TEXT, TEXT, TEXT

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.”

Review your processes

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!



Who needs a Shuttle?

Posted by venueadmin in ShuttleTracker | 0 comments

16.07.19

Improving how your Shuttle department functions can increase the overall service experience and customer satisfaction at your dealership

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.

Is your Shuttle Department failing?

Some of the things that can go wrong or be overlooked with Shuttle processes are:

  • A customer waits unnecessarily long at the dealership after dropping off their car because their shuttle request didn’t make it to the Shuttle driver in a timely manner
  • A customer is misinformed on how long the driver will be until they return and becomes frustrated
  • A shuttle driver goes to the wrong address to pick up a customer and is now late
  • Drivers are taking customers from one end of town to the other with no planned route
  • A customer isn’t updated on repair status and has to frequently call in to the dealership to find out when their vehicle may be ready and when they can expect a Shuttle
  • A customer does not get notified if the Shuttle will be late, and are left waiting and wondering

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!

VenueVision’s Shuttle Solutions

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.

Improve you Customer Service experience

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.

Book a demo to see all that our Shuttle Solutions can offer.



So, what’s new at VenueVision?

Posted by venueadmin in Company News | 0 comments

25.06.19

In case you haven’t noticed, we’re not just a Digital Signage company anymore!

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.

autoTEXT

autoTEXT

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:

  • Multi-language translation to let you communicate to and from in any language
  • Enhanced Customer Consent capture to work with CASL compliance
  • Marketing Campaigns for bulk messaging or promotions

Mobile Cashier

Mobile Cashier and Loyalty Rewards Program

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.

Shuttle Manager

Shuttle Manager and Shuttle Complete

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.

More changes to come

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:

  • Repair Estimate tool

  • Loaner and Fleet Management
  • Virtual Service Advisors / Check in Kiosks
  • After Hours Service Lockboxes
  • Vehicle Trade-In Appraisal

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.