While overall we have a greater number of satisfied customers, the low percentage we don't satisfy can hurt us many times more than the average size dealership, not just in customer defection but in manufacturer incentives and straight on financial rewards.
Los Angeles, CA (PRWEB) August 14, 2006
AutoSurvey, an email and call center survey system that provides immediate, relevant and actionable customer feedback in real time, today announced the launch of its latest version built entirely on Microsoft®.NET technology. Dealers using the new customer loyalty tool experience marked increases in CSI and customer retention. It enables the instant capture of customer feedback and resolution of any service issues before they escalate out of control.
According to recent industry studies, customer satisfaction with dealership service affects the bottom line for dealers. A CSI score gain of 10 points can add as much as $300 per customer annually. AutoSurvey’s new email and call center survey system directly addresses this issue by providing immediate, relevant and actionable customer feedback in real time.
Using Microsoft.NET as a platform, AutoSurvey has developed the technology to monitor all aspects of dealership client satisfaction through its front end applications, back end service module, and issue management system. As AutoSurvey is based on an "Application Service Provider" model, no upfront costs are required in hardware or software applications. It also integrates with over 45 Dealer Management Systems.
“The million dollar question for the dealer is; ‘how much did I not make because of some dealership issue or customer upset that went unhandled?’. With AutoSurvey, a dealer can instantly see and take operational maneuvers to handle any customer dissatisfaction. In many dealerships the dealer never sees vital information on customer service issues as it gets trapped at the service or sales level. With AutoSurvey the issues are right in front of all relevant personnel,” commented Jason Tryfon, AutoSurvey President.
The ability to follow-up and resolve customer concerns is what makes AutoSurvey a complete customer loyalty tool. With AutoSurvey, dealers can manage customer issues immediately; email or call the customer back to let them know their feedback has been received, assign the issue to staff within the dealership, track staff and customer comments and measure the resolution cost when issues are closed. The system captures the small sparks of customer defection the minute they ignite. It allows dealership personnel to rectify any issues immediately rather than wait weeks for customer feedback from OEM surveys; at which point it's too late.
According to Stephen Neu, Director of Business Development at Reedman Toll Auto World, one of the largest volume dealerships in the US, high manufacturer CSI scores and surveys can be difficult to obtain for high volume dealerships and unless they find a better way to interact with customers, it can cost dearly; “While overall we have a greater number of satisfied customers, the low percentage we don't satisfy can hurt us many times more than the average size dealership, not just in customer defection but in manufacturer incentives and straight on financial rewards.”
To solve this problem, the dealership built a software system to enable a speedier handling of customer issues; rather than wait weeks for a negative response to an OEM survey. The system helped improve scores to some degree but the dealership still needed faster and more efficient customer interaction. They then discovered AutoSurvey.
“AutoSurvey provides all the solutions we were looking for in an online application that speeds up the whole process of customer response. This has reduced the cost of internal mailings and enabled the resolution process to kick in sooner so we have a better chance to get problems resolved,” said Neu.
Neu also uses AutoSurvey’s reporting capabilities to better handle any internal issues and to run the weekly CSI meeting. Before signing on with AutoSurvey his staff had to spend an entire day to compile all necessary reports. With AutoSurvey, reports are all provided in real time. Neu simply fires up a projector and runs the entire meeting from AutoSurvey.
“AutoSurvey really is a complete CRM system for the customer satisfaction end of things. The key is that as soon as there is a service issue the system alerts all parties that should be involved. By the time of our weekly meeting, not only do we no longer spend time compiling reports, but we further save time as employees have already been alerted about most issues. It has a superb system of checks and balances built in that helps us ensure that customer issues are priority,” Neu added.
AutoSurvey Inc. is focused on providing the automotive industry with outstanding Internet Customer Loyalty tools. AutoSurvey minimizes the cost of technology while dealers benefit from quality internet tools designed specifically for the automotive industry. As AutoSurvey is based on an "Application Service Provider" model no upfront costs are required in hardware or software applications. The company has offices in Los Angeles, California and Markham, Ontario, with representatives throughout North America. For more information visit http://www.autosurvey.com
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