There are so many ways to show your customers you care about them
and their vehicle. Beyond coupons and discounts, you can show
your appreciation through communication. If you sent a message to
each of your customers and that message brought even 10 percent
of them into your shop for deferred work or regular
maintenance—what would the impact be on your bottom line?
One of the most basic elements of customer service is effective
communication. It’s something customers are clamoring for. And
it’s one of the things businesses struggle with the most. It’s
time-consuming to constantly communicate and the work being done
on their vehicle seems self-explanatory, right? Why do you need
to hold their hand through every step of the process? Because
that’s what your customers want.
So how can you make this important part of your business easier
and less stressful for you? One word (well, acronym): CRM. If you
aren’t using a CRM system, you should be.
CRM stands for Customer Relationship Manager. It’s software that
keeps records of customer contact information, interactions
you’ve had with customers, notes on their vehicle or personal
preferences, and more. It’s searchable, so you can quickly and
easily find what you’re looking for. The system can alert you
when customers are due for service or when parts arrive so you
can get in touch with the customer. Bottom line: a CRM makes
open, ongoing and proactive customer communication much easier.
Did you know that ALLDATA Manage Online is also a CRM? Manage
Online has other functionality, including parts ordering and
invoicing, but a customer relationship manager is a big part of
it. Manage Online makes it simple for you to get in touch with
individual customers with targeted messages via text, right from
the Work document. Using the CRM, you can text or email a
customer a notification that their vehicle is ready for pick up,
or remind them that their vehicle is overdue for service or
should be brought back to complete something that wasn’t finished
on their last visit. While you don’t want to send so many
messages your customers start seeing them as spam, regular
touchpoint reminders can bring in more business. If you want to
expand your options when messaging customers, Manage Online also
partners with Intuit, Demandforce and MechanicNet to bring you
advanced CRM options.
Customers appreciate value-added communication. They may not
think about you and your shop every day, but they certainly think
about their vehicle every day. Seeing a text message reminding
them they are due for an oil change makes it simple to take a
moment to request an appointment – something they may have put
off for weeks “until they had the time to call” happens nearly
instantly. And it’s mutually beneficial: they continue to drive a
safe and properly maintained vehicle and you have increased that
customer’s loyalty and helped your monthly revenue numbers.
If your shop isn’t using a CRM system, you should be. The
benefits to your shop and your customers are clear. A little
communication goes a long way.
Requesting a demo of ALLDATA Manage Online is easy, simply
call (888) 853-7309 or click here to get started.