Did you know that 72% of inbound service calls will make an appointment if you answer the phone in a timely, friendly manner? That’s right, most customers calling the service center will schedule an appointment if you give them the opportunity to do so.

The problem is that today’s service centers are far behind the times. Service advisors are busy with other customers, and calls are often put on hold or go unanswered all together. This week on Auto Marketing Now, see what the experts have to say about ELEAD1ONE’s latest software solution that’s largely aimed at solving this problem and getting service departments up-to-date.

ELEAD1ONE’s service retention suite, Service1One, is a great way to enhance your service department. The system improves transparency and efficiency by mobilizing the process and keeping service advisors in front of your customers. The platform provides superior call center services, equipped with advisors trained to handle all questions and scheduling.

Their call center advisors are scored daily and held to a common standard which has proven to increase scheduling ratios.

Once the customer arrives for their appointment, the service advisor will check them in on the tablet and complete the vehicle walk around. This creates better first impressions by avoiding situations in which customers come in for their scheduled appointment only to then wait in a line of vehicles. That method usually results in an unpleasant experience for the consumer before the process has even begun.

Below, you can see the platform’s communication flow which allows for a seamless process for both advisors and their customers.

service1one-communication-flow
Sevice1One is integrated with coaching tools to alert advisors of recall information and other useful insights. They can also use the multi-point inspection check boxes to quickly and efficiently report any damages or additional services.

On the back end, the Service1One scheduling dashboard displays the upcoming service appointments for the day, with summary data featured at the top of the page. From here, managers and advisors can easily text customers to remind them of their upcoming appointment, or to answer any service questions they may have.

Service advisors can also review customer records, allowing them to give their customers a more personalized experience.

Since the release of Service1One, it has become evident that one of the greatest missed opportunities lies within declined services. After marking declined services on the tablet, advisors can automatically turn on workflow for the Service1One call center, emails, or texts to be sent out to the customer. Service advisors can also use a multi-channel approach to reach back out to the customer. Using this feature, dealerships have experienced a 10-15% declined service bring-back within the first seven days of reaching back out.

All attempts to contact the customer are automatically stored in the CRM to review in the customer record.

The main objective of Service1One is to increase scheduled appointments through increased transparency and a better overall customer experience.

Service lanes industry wide are not being optimized. Dealers must accept that they need a unified customer database across sales and service. They also must realize that they are losing out on a great deal of potential customers by placing customers on hold and allowing calls to go unanswered.

Your fixed operations department can−and should−be the most profitable part of your dealership. We urge dealers to make the changes necessary to utilize their service lane to its greatest potential.

For more information on how Service1One can improve your dealership, download a copy of our research report!

About the Author

PCG Digital Marketing is an award winning digital agency headquartered in Eatontown, NJ. We help our clients get found online through innovative search, social and online advertising campaigns.