ONE Platform Lets Dealers Deliver an Exceptional Service Experience and Improve Customer Retention
Dealer-FX, the leading Customer Experience Management provider for automotive OEMs and their retailers, today announced that it has been selected as the exclusive provider of Digital Aftersales applications for Mitsubishi Motors North America, Inc., (MMNA). By adopting Dealer-FX’s ONE Platform, customized and branded MICAR for Mitsubishi, MMNA’s dealerships in the U.S. will have the digital technology needed to deliver an exceptional retail experience and improve customer retention.
“MMNA is giving its dealers access to the very best technology solutions and processes so they can deliver an exceptional experience to their customers,” said Mark Chaffin, Vice President, Fixed Operations at MMNA. “MICAR integrates VIN-specific factory recommendations and vehicle data into all communication touch points. Customers will get the information they need to make informed decisions about their vehicles, all presented via a seamless digital experience. Dealer-FX has proven that it can improve both customer satisfaction and dealer financial performance, and that it is the right partner to drive this advanced service and communication approach throughout our network.”
The Digital Retail Experience
With Dealer-FX’s ONE Platform, dealership customers will get the best digital retail experience available. From the initial service notification via text or email, through convenient mobile and online scheduling, as well as effective ongoing communication during the service visit, they’ll know exactly what their vehicle needs and can make selections with a tap of a button. Customers can:
- Select appointment times, transportation options and preferred service advisors
- Sync appointments to personal calendars, and receive text and email reminders
- Be greeted by an Advisor on a tablet that allows them to check-in, confirm & approve initial services via e-signature
- Remotely view and respond to Multipoint Inspection results, including images/video of the customer’s worn parts and marketing outlining the value of the recommended repairs
- Quickly choose which repair recommendations to accept and purchase through Dealer-FX’s Digital MPI and electronic payments module, Easy Pay
How it Works – ONE Platform drives Business Intelligence
By tracking and facilitating every step of the aftersales process, from the items selected by a customer during scheduling, to being greeted on the service drive by an advisor using a tablet-based check-in with walkaround inspection, to communication of VIN-specific OEM data such as recalls and warranty information, and the subsequent process of conducting a multipoint inspection and communicating results to the customer on their mobile device, MICAR helps drive service efficiency by eliminating phone tag and dealer staff waiting for customer approvals. The data automatically gathered from the system helps managers, advisors and technicians identify areas of opportunity for service sales growth and to improve customer satisfaction.
Strong Financial Results
Dealerships using ONE Platform have achieved impressive results:
- $97 increase in $/VIN
- 24% increase in parts and service revenue
- 93% increase in factory required maintenance penetration
“We are delighted that Mitsubishi Motors North America shares our passion for delivering an exceptional customer experience and has selected Dealer-FX as its technology partner.” said Dealer-FX President & CEO, Gary Kalk. “Our goal is to enable MMNA’s dealers to meet the rising bar of customer expectations to both grow and retain their business.”
ONE Platform and MICAR connect with dealerships via certified, bi-directional integration with 19 DMS vendors as well as several leading third-party application providers.
Dealer-FX is transforming how millions of consumers interact with automotive brands and their retailers. Our customer experience management platform uses advanced data analysis and mobile applications to deliver convenience, transparency and trust to consumers, and increased efficiency, profitability, retention and brand loyalty to OEMs and dealers. We are backed by the strength and resources of HGGC, a private equity firm in Palo Alto, CA.
Our core offering, ONE Platform, is comprised of seven components, which along with the Service Dashboard, manage the entire service experience from initial contact through drive-off and to next visit. It delivers the best dealer service experience. Period.
Dealer-FX is the exclusive or preferred service technology provider for FCA, Nissan, Infiniti, Toyota, Lexus, Audi, Mitsubishi and several other OEMs in the US and Canada, and has more than 2,000 dealership clients. Dealer-FX is based in Toronto, ON, and maintains an office in Rochester Hills, MI. For more information please visit dealer-fx.com, or connect on Facebook, Twitter and LinkedIn.