CallCommand Makes Recall Campaign a Breeze for Carl Burger's Dodge Chrysler Jeep World
Web-based calling system saves dealership time & money; renews commitment to the customer.
La Mesa, CA August 2, 2004 -- For Carl Burgers Dodge Chrysler Jeep World of La Mesa, California, executing a factory recall campaign was both time consuming and expensive: For our most recent recall we had 500 people show up on the galley list. We have to make up a form letter, print and address it -- it takes hours -- then stick label on it and run it through the postage machine and mail it -- at 37 cents a pop. We get about a dozen recalls a year -- thats a lot of money. It also ties up employees that could be servicing customers," commented Tom Antonelli, Fixed Operation Manager for Carl Burgers Dodge Chrysler Jeep World.
To help solve this problem, the dealership enlisted the services of CallCommand, a Web-based personalized calling system that incorporates the use of Internet technology to help car dealers establish and maintain close personal relationships with their customers. Calls are executed with advanced telephony that does not tie up existing phone lines of personnel. With Call Command the dealership can contact an unlimited number of customers, all in a matter of minutes, at a cost of just 12 cents a call.
Its so easy to execute a recall campaign. I just log on to the CallCommand web site, upload my customer list, call an 800 number, record a message and were done; I can reach thousands of customers; all in a matter of minutes, at less cost to the dealer. This system is far more efficient and frees up my employees to service the customer," commented Antonelli.
CallCommand enables dealers to deliver personal voice mail messages to any customer database, regardless of size, instantaneously, from any location. The beauty of these campaigns is that they can be tailored to the size of any customer list and budget. According to Antonelli the response from customers has been very good as Call Command helps dealers comply with Do Not Call (DNC) legislation, its a neat deal. Weve received no negative response as we leave people alone who dont want to be called. Call Command cross checks our customer list against the DNC List, so these people do not get called."
CallCommand has also helped increase the number of customers that the dealership is able to reach. In a lot of cases a mailer doesnt even make it into the house. The person picks up the mail from the mail box and its in the trash before then even hit the front door. A phone message is more effective as everybody checks voicemail. Were also not getting the volume of returns. An address list can get outdated and we usually get a high number of returns back. With Call Command we reach all of the customers on the list," Antonelli said.
The system also helped to soothe customers nerves when recent press reports caused a panic among some truck owners that their wheels were going to fall off when driving on the freeway. The dealership was able to send a message out to all customers affected by the recall to ally their fears and help calm down the situation. This prevented a potential flood of calls from customers that would have tied up employees for hours, even days.
Besides factory recalls, the dealership has used the CallCommand system to help increase the effectiveness of direct mail campaigns, in one case by 300 percent! An average response from a typical mailer is approximately 2-3%. The dealership has been able to increase the effectiveness of its mailers by firing out a call to customers on the day the mailing is due to arrive and giving them a heads up; telling them to watch for the special offer in the mail.
The dealership used this double whammy" approach recently to help increase customer response for a Chrysler promotion that offered a special deal on Michelin tires. As a result, the dealership received a flood of phone calls from customers interested in finding out more about the offer and was able to up sell many customers, resulting in tire sells increasing from an average of 20-30 a month to an astounding 300.
The main point is that this system allows us to follow-up and to make a real commitment to our customers at a very low cost. It also speeds up the time it takes to get the message out. CallCommand simplifies the whole process and keeps my people focused on servicing the customer," said Antonelli.
ABOUT CALLCOMMAND:
CallCommand is a leading provider of communication solutions for retailers, businesses and government agencies. Their patent pending technology decreases marketing and communication costs while simultaneously improving customer responsiveness. All of their solutions are fully web-based and do not require hardware, software or telephony equipment.
CallStream, CallCommands core product, is a revolutionary, web-based personalized calling system designed to provide superior voice messaging to cell phones, land phones and other devices. Combining the latest, most innovative telecom and internet technologies, CallStream provides for quick, reliable execution of targeted communications.
CallScan, released simultaneously with new legislation, offers state and federal do not call compliance solutions. CallScan will assist Dealers in building an infrastructure to support the new legislation being imposed by the Federal Trade Commission, FCC, State Agencies and even the Treasury Department regulations. Most importantly, this feature will aid Dealers in ensuring that all safe harbor requirements are met and that any violations that may occur are the direct result of an error.
For additional information please contact Lindsay Whitson: phone: 1-877-T0COMMAND extension 108, e-mail: lwhitson@callcommand.com, or visit Call Commands web site at www.callcommand.com.
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