|
Personalized Quality Customer Management Retention:
The Only Thing In A New Economy Dealerships that use personalization techniques well can see a 25% to 40% increase in revenues and a doubled or tripled response rate to their promotions, as well as increased transaction sizes. The dealership that learns how to use and get the most value out of customer information systems will be able to acquire the most customers at the lowest cost and retain the most customers with higher profits. They will be the winners in the new economy. To assist dealerships in approaching this "new economy", Business Information Systems, Inc. has developed Personalized Quality Customer Management (PQCM). PQCM is a customer relationship management (CRM) application designed exclusively for Ford Motor Company dealers. PQCM incorporates a state of the art CRM application and Ford Motor Company's "Around the Wheel" (AtW) marketing initiative. It truly is one of the best customer information systems designed for dealerships on the market today. As a Ford Motor Company "Around the Wheel" (AtW) approved provider, PQCM is designed to improve customer satisfaction by keeping in continual contact with your customer throughout their vehicle ownership, alerting them of such items as regular maintenance visits, missed service appointments and projected brake and tire wear. Customer contact is done through an assortment of cost-effective methods such as direct mail, e-mail and phone. Each of these methods is customized to your specific dealership. With this improved personalized customer contact, your service department will notice increase service retention and service department revenues. In addition to the standard letters required for the "Around the Wheel" (AtW) program, PQCM can provide to your new and used vehicle sales customers a personalized maintenance book. This maintenance book is based upon your customers' specific driving habits and can include promotional items, general dealership information and emergency roadside assistance information. At the heart of PQCM is the customer information system. This system is designed to keep track of the frequency and types of interactions a customer has with the dealership. In order to minimize user input of this information, PQCM works in combination with UCS, ADP and Reynolds and Reynolds by allowing the downloading of your existing customer history, vehicle inventory and repair order information. For the additional customer information that can not be captured from your current in-house system, PQCM allows for the collection of this information through a variety of methods. The dealership can enter customer concerns, scan in repair orders, obtain exit surveys from kiosks located at the dealership and enter factory survey responses and general customer information. With this in-depth collection of information, dealerships can identify key areas within their customer management policies that might need improvement. |
|
|
[Home]
[What is an ASP?] [Services]
©
2000 Business Information Systems, Inc.
Designed by FOURSIGHT
Creative Group, Inc. |
