At the start of every new year, dealerships should review their processes and practices and see if there are ways to improve, increase productivity and as always, provide the best customer experiences they can. With the start of 2021 and all the challenges that Covid-19 have brought to staff and customers, this year it is even more important to do so.
To help make this process easier for you, VenueVision has developed tools and solutions that can help your dealership start off the new year successfully and keep you growing. Here are 10 of our solutions that can definitely up your game in providing the best in contactless and enhanced customer services.
Using autoTEXT will keep your 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 provide customers with their repair status updates and open a two-way conversation avenue to be in direct contact with their Advisor. Customize messaging for even more customer interaction with Responsive Keyword Texting. Generate automated responses based on customers’ requests for Contactless Drop off details and contactless payment options, vehicle appraisals, Shuttle requests and more.
View all daily upcoming appointments from one page and easily see who has confirmed, cancelled or not responded. Capture appointment confirmations and cancellation requests from Appointment reminders. Send automated Express Check-In link to customers to confirm upcoming appointment details and provide additional details ahead of appointment, including pictures. Be alerted when customers submit their Express Check-In details or when they indicate they cannot make their appointment. Communicate directly from appointment dashboard to reschedule customers who need to cancel.
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.
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.
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.
Show your customers how much you appreciate them and ensure they return with Loyalty Rewards. Provide incentives and reward dollars for your customers that 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. 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.
Manage all aspects of your Loaner Fleet, regardless of size. Loaner Manager will ensure your team will never double book a vehicle again. Reserve, book and return all from one easy dashboard. Create customized Loaner Agreements that will stay on file for each booking. Record any vehicle damage, including uploading of images, to be stored with each and every vehicle. Create receipts upon vehicle return for any costs owing.
Shuttle Manager allows you to book all Shuttle and Valet pick ups and drop offs from one centralized location, that all staff can see. View real-time visibility of all vehicles and track location at any time. Shuttle drivers can integrate with Android or iOS Shuttle App and receive all assigned trip information or claim bookings that haven't been assigned. Send automated link to customer once trip has been started with real-time tracking link so customers will know exactly when shuttle is arriving.
VenueVision has been installing, managing and producing quality Digital Signage content and solutions for almost 20 years. If you're looking to update your facility, provide information and entertainment to your customers and get away from old school POP marketing materials, then you'll want to look into our Digital Signage options. VenueVision provides branded digital content on a National level for all OEMs, plus you have the option to add Custom Content or specialty dashboards such as Digital Menuboards, Integrated Service Appointment boards, Featured Vehicle screens and more.
Providing solutions that help dealerships increase their Customer Service Experiences is VenueVision's main focus, but we also want you to keep your customers and employees safe. With increased Ministry of Health regulations from province to province, we have developed an Employee Screening texting solution to allow your dealership to quickly and safely conduct required daily screening questions for your staff. Track all responses and be alerted with any positive replies.
The start of a new year is a great time to rethink, restructure and refocus. If there are areas or departments in your dealership that are struggling or need attention, one of our solutions could be the answer. Contact the VenueVision team (firstname.lastname@example.org) if you would like more information on any of our products or would like to schedule a free online demo.
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.
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. (email@example.com)
Whatever you choose to convey to your customers, texting them will be the quickest, surest way to keep them informed and instantly updated.
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.
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 firstname.lastname@example.org. If you don't have a resource for creating content, our design team can help you out.
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: email@example.com.
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.
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.