Transforms BDCs Into Powerful Retention, Efficiency And Profit Drivers
Toronto and Detroit, March 7, 2018
Dealer-FX, the leading customer experience management provider for automotive OEMs and their retailers, announced the release of Customer Connect, an enhanced, innovative and powerful BDC communication tool for dealers. As dealers increasingly utilize business development centers (BDCs) to interface with customers, Customer Connect gives agents valuable new capabilities to improve the customer experience and drive cost efficiencies. It controls all inbound and outbound communications via text, phone, and email, aligning message delivery with customer preferences to provide a frictionless experience.
Powerful Customer Retention Tool
Customer Connect runs targeted campaigns designed to reach the right customers with the right message at the right time. As an optional add-on, you can also purchase the BDC Accelerator®, a sophisticated auto dialer that greatly improves agent efficiency. BDC Accelerator automatically dials each contact. If voicemail picks up, a single click leaves a professional pre-recorded voicemail while the agent calls the next contact. It can also run personalized text and email campaigns. Customer Connect generates targeted outbound campaign lists and call scripts for all of the following campaign types:
- Recalls and software updates
- Declined and deferred services
- Lost souls and potentially lost customers
- Missed appointment reminders and follow-ups
- Overdue for service reminders
- Special and seasonal offers
Efficiency, Profit and Customer Experience Driver
Customer Connect expands the capabilities of the BDC by linking directly to the Service Dashboard, giving agents access to real-time information that only service advisors previously had. It frees advisors to spend less time answering vehicle status questions and more time serving customers in the dealership. Since BDC agents are almost always available, customers don’t play phone tag with advisors or wait on hold for information, improving their experience. Customer Connect lets BDC agents engage with customers in multiple ways:
- Provide vehicle status updates and promise times
- Have text conversations with both customers and advisors
- Provide information about outstanding recalls and software updates
- Make and change service appointments
- Answer questions about factory and dealer recommended maintenance
“We are extremely excited to offer our dealers a product with so many valuable capabilities,” said Gary Kalk, President and CEO of Dealer-FX. “Customer Connect takes the dealership BDC to a whole new level, using every communication channel and reason to connect with customers to drive retention, revenue, improved efficiency and a seamless customer experience. It also provides a simple and easy solution for dealers to communicate with their customers.”
Customer Connect is included with Dealer-FX’s ONE Platform at no additional cost. As with the entire set of ONE Platform solutions, Customer Connect uses certified, bi-directional integration with the DMS and leading third parties, and shares data across all of its solutions. It also includes comprehensive reporting and analytics at the customer, campaign and agent levels, helping dealers utilize their resources most effectively to grow revenue and profits.
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.