Word of mouth is our strongest form of advertising and now with PORTAL we have customers that drive hundreds of miles – past multiple dealerships -- to do business with us.
Las Vegas, NV (PRWEB) July 16, 2012
MPi (http://www.mpiworldclass.com), a leading provider of revenue and retention solutions for automotive dealership service departments, today announced that following a highly successful pilot at several auto dealers nationwide, it has launched a revolutionary new tool, EDGE WorldClass™ PORTAL. The online platform takes MPi’s successful Know Your Vehicle Report, the ultimate service-selling tool and customer takeaway, and automatically generates personalized web pages, featuring a fully interactive 3-D experience that includes detailed service recommendations, photos, videos and diagnostics. PORTAL increases the dealership’s ability to sell service and retain customers by providing all inspection information in one quickly accessible web page that is easy for customers to navigate.
The Know Your Vehicle Report has proven to be an extremely powerful tool for promoting customer retention; dealerships using it enjoy over 30 percent of upsells from return visits within 30 days of initial service. MPi predicts that the enhanced customer experience by delivering it online in PORTAL will drive results even higher. PORTAL provides a central location for the dealership’s customer to view, drill-down and access all multi-point inspection information with the tap of a finger or the click of a mouse.
Along with PORTAL MPi has also released another WorldClass Solution, PHOTOS. PHOTOS enable the service department to provide customers with actual photos of their needed repairs to authenticate recommendations and build trust that generates additional sales.
Using PHOTOS, both service advisors and technicians can capture pictures quickly with an Apple mobile device or Android. The images are stored in a gallery in PORTAL that becomes a permanent part of the repair order history and can be annotated with any information that could be relevant to the customer experience. These photos can be used to help sell needed service, either on the service advisor's PC, or in a separate email to support the ActionPlan.
“We’ve been using EDGE WorldClass for a little over a year and it’s been a fabulous retention tool for us, now with PORTAL we can do even more. Just recently Toyota conducted a retention study and out of 76 dealers in the LA region we were honored to be #1,” said Kevin Young, Service Director with Bob Smith Toyota. “We always look to technology to improve the customer experience and our customers love how PORTAL enables them to actually look at the condition of their vehicle without having to drive back to the dealership and inspect it. We’re in a bedroom community sandwiched between mountains, so we cannot rely just on our local area for business. Word of mouth is our strongest form of advertising and now with PORTAL we have customers that drive hundreds of miles – past multiple dealerships -- to do business with us.
PORTAL was developed to give the customer a more personal experience with their service department, along with easy access to their vehicle maintenance history and repair recommendations. It provides a fully interactive and data-rich experience that engages the dealership customer more effectively with the service department. Accessible 24/7, it enables the customer to access their inspection results and vehicle history in a cutting-edge digital technology as follows:
- Provides one central location for all inspection items to be graphically displayed
- Contains a unique URL for each customer, ensuring all data is archived and can be viewed at the same web location time after time
- Embeds the link for the customer in an email or text message that can be viewed on a device right at the dealership, or on the customer’s smart phone
- Organizes inspection reports for the customer as well as photos, links to videos and previously declined repairs in one convenient place, and can provide more in-depth information through drill-down clicks or taps
- Provides customers with service history for all their vehicles serviced at the dealership by accessing a simple drop-down box on the PORTAL page
According to Rich Holland, MPi President, PORTAL empowers dealers and their customers with knowledge. “Whether the service advisor sits down with the customer at the computer and goes through PORTAL, or the customer accesses it at home, it takes the pressure off any sales pitch for the service advisor and helps the vehicle owner make up their own mind. The customer can review pictures and videos in their own time, perhaps show it to their spouse and take the time to make an informed decision.”