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AutoPoint Service Marketing
OwnerCare From AutoPoint: Maximize Your Service Customer Interaction
Every interaction is a new opportunity to build trust and loyalty with your customers: Each time they pull in to your service lane, with every follow-up phone call, and every time you return their keys.
One of the most critical interactions is the delivery of inspection results and service recommendations. Are you leveraging this opportunity to maximize the relationship with your customers?
Maximize this customer interaction with OwnerCare from AutoPoint. OwnerCare is designed to help service departments save time, digitally engage customers, generate upsells, and record approvals electronically.
With OwnerCare, business with service customers is simple and fast. Gary J. Schuler, corporate director of fixed operations for Dick Hannah Dealerships in Oregon and Washington, describes OwnerCare as being “On the cutting edge of where technology is headed. Most customers communicate on an electronic device, be it their cell, tablet, or desktop computer.
“OwnerCare enables us to get through and get their approval almost immediately. It’s simple for the customer to view the recommendations and estimate, to get any needed explanations—view pictures or whatever they need to be fully educated. It’s a fabulous system and saves an enormous amount of time for my service department,” says Schuler. “Our customers love it.”
The OwnerCare process starts with each vehicle receiving a very thorough multipoint inspection (MPI). The technician completes the digital inspection form, noting very clearly each service point that has passed, the points where there is a caution, and the points that have failed. An estimate is then generated, with precise data on the state of the vehicle, cost of all services, and explanations about the importance of each recommended repair.
The service advisor then sends the motorist a personalized, interactive OwnerCare report via text message or email, which allows the customer to review it immediately on any Internet-enabled device. The report is personalized with a color-correct stock image of that customer’s vehicle and the summary of the inspection results.
Recommendations are supported with side-by-side photos, educational videos, and informative articles to help educate customers to make informed decisions—whether they are in the service lounge or are out and about.
Once the customer has approved the OwnerCare report, confirmed recommendations are electronically submitted back to the AutoPoint platform and automatically updated on the RO. OwnerCare enables streamlined service recommendation, approval, and repair process for the dealer and the customer.
For the dealership, OwnerCare maximizes productivity, boosts efficiency with reduced telephone tag, provides an electronic transaction log of approved work, and increases upsell revenue.
OwnerCare places customers in control. It allows them to review the reports at their convenience, empowers them to make educated decisions on repair approvals, and builds trust by providing accurate pricing estimates based on approvals.
“Our service advisors are thrilled that they no longer have to waste hours tracking down customers for approval of needed work,” says Rich Holland, AutoPoint managing director. “It is also producing a significant boost in revenue—we’ve seen recommendation close rates increased by 50%.”