Car Research XRM Announces New Auto Dealer CRM Tools

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Houston-Area Company Introduces New CRM Software Tools

For decades now, car dealerships have relied increasingly upon the customer relationship management (CRM) model for managing their interactions with potential and current customers. Using CRM, everything is organized: from sales and marketing to customer service and technical support. CAR-Research XRM has been helping the automotive industry in this regard since the mid-1990s, and now it's rolling out new tools for its own web-based CRM system, which it calls CAR-Interactive.

The new system is dubbed "XRM" for "Extended Relationship Management" to illustrate the purpose of the new software tools. The XRM solution is meant to increase dealership revenue from the combination of sales and customer service, boost the customer satisfaction index (CSI) and service satisfaction index (SSI), and increase the company's gross profit.

With the Internet Lead Manager (ILM), dealerships can keep track of leads from the Internet, where over 90 percent of vehicle buyers kick off the purchase process. The ILM comes with great auto response templates tailored to the potential buyer's interests, and the ability to integrate text and e-mail message notifications into smartphones results in quicker response times. Supporting the ILM is the Business Development Center (BDC) tool, which integrates sales inquiries from a variety of sources in addition to the Internet; some customers call the dealership or visit the showroom. The BDC comes with customized call phone scripts to guide customer service representatives in addressing customers according to their purchasing or service needs. Also included are email templates for missed appointments, thank-you notifications for purchases and car servicing, or keeping track of unsold customers.

Keeping a real-time view of the dealership's inventory is the Showroom Control Manager, or SCM. It also guides sales associates through the sales process: from scanning documentation to getting information needed for putting a deal together. The CRM system's dashboard can be customized according to the employee's specifications en route to getting their jobs done quickly and efficiently.

Founded in 1995 and operating under the motto "Built by Car People for Car People," CAR-Research XRM is a CRM system developer. Its CAR-Interactive software expounds upon the customer relationship management philosophy by offering more advanced features. CAR-Research XRM has won the designation "Top Rated CRM" three years in a row from auto dealership social network Driving Sales. The company can be contacted by phone at 1-800-376-5918.

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Jackson Hathorn