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As an industry-leading, on-demand Customer Experience Management (CEM) software solution, ResponseTek:CEM focuses your attention to what matters most to customers, via the customers themselves. ResponseTek:CEM can be tailored to fit seamlessly into your organization’s dealer management system, while creating different levels of access for dealer and sales level metrics tracking.
ResponseTek:CEM transforms the voice of your customer into actionable intelligence.
Customer retention and long-term loyalty is vital in the automotive industry. It’s not just about making that sale – it’s about providing the customer with the best experience possible. Regardless of size, the brand that is best at retaining customers will benefit from lower marketing costs, greater brand value, reduced customer sensitivity to price, and ultimately, improved financial results.
ResponseTek:CEM connects you to your customers’ experiences, collecting and managing information, and allowing you to resolve customer issues by setting up real-time alerts addressing any concerns, as well as drive loyalty. It involves your customers during all interactions with your brand, integrating their voices with that of your organization, providing you the tools needed to improve and excel.
Involve the customer
ResponseTek:CEM provides your customers a channel to share their experiences at every touchpoint in their lifecycle.
- Pre-Sale Browsing
Using ResponseTek’s SMS survey solution, you can instantly find out what those browsers are thinking, and what that one hindrance may be from making the purchase. - Purchase Process
ResponseTek’s email, phone, or mobile survey tools are perfect to find out about the buyer’s experience. Did the process live up to their expectations? Prompt your customers to tell you which aspects worked and which didn’t. - Early Vehicle Experience
They have the vehicle, they’re driving the vehicle; however, is it everything they thought it would be? Reach out to your customers and show that you truly care about them. - After Purchases Service
Drawing on insights straight from the customers, ResponseTek:CEM helps you act on feedback, making sure that maintenance appointments, one of the most vital points in the lifecycle, are meeting expectations.
- End of Lease/Ownership
Here is your opportunity to find out your customers’ experience with the brand. Did you live up to your brand promise? Are those customers coming back? All vital questions to help gauge service delivery and forecast for future sales.
Integrate the voice of the customer
The voice of the customer is now actionable intelligence, and a transformational process that is the result of:
- Comprehensive reporting, with roll-up operational scorecards for all levels of the brand, right down to the individual salespeople, providing customer-driven intelligence on top issues and root causes of customer dissatisfaction
- Employee Engagement, ensuring your dealership managers, salespeople and service department see the results of their performance on a daily basis, and are assigned accountability for resolving customer issues or saving at-risk customers.
- Constant Quality Monitoring, allowing you to correct behaviors, identify training opportunities immediately, and continuously pursue excellence and consistency in service delivery to meet rolling performance goals.
Improve your Brand
Integrated with your customer service processes, customer insights generated by ResponseTek:CEM create a shared understanding of the value of customer advocacy on the brand, and allow your staff to improve the customer experience across all levels:
- Identify customers at-risk, with real-time alerts, action management and issue resolution tools, you can ensure consistent and quality experiences are delivered to every customer.
- Closed loop framework allows you to resolve issues and reach out to at-risk customers directly from the platform itself. There is no need to have multiple windows open when the dashboard has been seamlessly integrated with your brand.
- Identify ineffective systems and process. ResponseTek:CEM provides personnel with cascading scorecards to identify failing systems and processes, allowing them to focus their time and resources on correcting the root causes before it begins to affect the bottom line.
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Find out more about ResponseTek: Automotive Solutions |
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