MORE TRAFFIC FOR YOUR BUSINESS.

Transcription

1 1 MSXI SERVICE LEAD MANAGEMENT MORE TRAFFIC FOR YOUR BUSINESS. fueled by challenge. powering success.sm

2 2 GLOBAL AUTOMOTIVE EXPERTISE. The MSXI Service Lead Management Solution assists OEMs, NSCs and dealerships in increasing after-sales revenues. also streamlines your workshop processes. In addition to fostering customer contacts, our exceptionally well-trained call center agents monitor your workshop schedule and organize appointments in a way that maximizes dealer workshop efficiency. The improved customer care and efficiency initiated by MSXI Service Lead Management results in significant growth in customer satisfaction. MSX International is a leading global provider of outsourced business solutions for the automotive industry. We actively deal with the problems faced by OEMs, NSCs and dealerships on a daily basis. Our hands-on, international experience has enabled us to develop targeted programs that deal with industry-specific problems and structures. GET THE MOST OUT OF YOUR CUSTOMER RELATIONSHIPS is highly effective for increasing after-sales revenues. MSX International lead management expertise helps you identify optimal contact strategies to approach current and lapsed customers, e.g. service appointments, new promotions or seasonal campaigns.

3 3 PUTTING OUR PROMISES TO THE TEST. An MSX International client was faced with a decline in new vehicle sales and increasing competition. The situation was made even worse by declining margins. It is a squeeze that can quickly escalate and one that is common in the automotive industry. Longer service intervals resulting from increasing vehicle quality aggravated the problem by making it difficult to establish a working relationship with customers and tempting many to go to independent garages. Statistics show that once warranties have expired, less than 50% of all vehicle repairs and servicing is carried out by franchised dealers. LEADING THE WAY TO A TURN AROUND IN SALES Working together with MSX International, this client was able to effect a turnaround in after-sales revenue achieving a sustainable growth over a period of 2 years. In addition, by increasing the number of customers that used their workshop, the MSXI Service Lead Management Solution helped generate incremental sale revenues by an average of 20% of conversion rate throughout the dealer network. The turnaround in sales was a result of cus tomers coming in more often for special deals and services that were of interest to them. The increased contact stabilized the customer base and ultimately increased revenues. Finally, customer satisfaction increased to such an extent that even those customers with older cars still came in for servicing and advice, further improving the dealership network s financial situation. This client achieved an ROI of more than 250% over a 12-month period. This dealership network was experiencing even higher percentages of customer loss. When they came to MSX International they believed their only option to be increased expenditures on advertising to generate new customers.

4 4 FIVE REASONS WHY DEALERSHIP NETWORKS USE MSXI SERVICE LEAD MANAGEMENT. 1. TO BOOST REVENUES AND PROFITABILITY is an innovative program that brings customers into the dealership by appealing to their immediate needs. 2. TO STRENGTHEN CUSTOMER LOYALTY AND RETENTION 3. TO IMPROVE THE CUSTOMER RETAIL EXPERIENCE helps to create a customer service experience that directly addresses customer needs with understanding and respect. 4. TO DELIVER A CONSISTENTLY HIGH ROI 5. TO BENEFIT FROM AN INTE GRATED PROCESS MSX International offers integrated solutions comprising processes, people, technology and best practices that are specific to the automotive industry. By providing a made-to-measure customeroriented approach for all aspects of the automotive life cycle, the MSXI Service Lead Manage ment Solution helps to maintain the highest levels of customer satisfaction thereby strengthening customer loyalty. delivers a measurable ROI. Our systems and methods continually evolve to meet changing needs and markets and to ensure a consistently high ROI for our clients.

5 5 MSXI SERVICE LEAD MANAGEMENT MAXIMIZING THE VALUE OF YOUR LEADS. PHASE 1: LEAD COLLECTION PHASE 3: LEAD MANAGEMENT PHASE 4: LEAD STRATEGIES is an instrumental tool for segment ing service marketing activities to specific customer groups. Customer contact data is collected by MSX International s tool, Book IT, and can be accessed by either the dealership or the MSXI Call Center. PHASE 2: LEAD FOLLOW-UP The MSXI Call Center carries out follow-up contact calls to ensure that all marketing activities are as effective as possible. The call center is also available to contact customers in order to update and enhance customer / vehicle information or to make appointments for vehicle maintenance or sales talks. With Book IT, the MSXI Call Center can confirm customer appointments using automatic and SMS reminders and also forward any new vehicle leads or customer complaints to the dealer. The dealer can also use Book IT to contact customers regarding workshop appoint ments, to manage workshop resources or to assign courtesy cars when necessary. The Web functionality ensures all parties direct access to up-to-the-minute planning. MSX International carefully charts marketing activities on a weekly basis and specific action plans are discussed with the dealer in order to further improve results. This also ensures a sharing of best practices by best-in-class dealers in the network. MSX International consultants train all dealers who join the program and regularly coach active dealers in the field to ensure the highest-quality results.

6 6 BOOK IT: SUPPORTING LEAD MANAGEMENT. An easy-to-use interface provides quick access to all bookings and customer information. As a Web-based tool, Book IT allows an optimal, real-time information flow between all parties. The following points illustrate how Book IT can help make your service lead management a success: The close relationship between the MSXI Call Center and dealers ensures the optimal implementation of every aspect of the solution. Coaching, sharing best practices from within the current project and from all of MSXI s vast industry experience. High level of dealer involvement, creating a positive attitude and the kind of motivation that often translates into more revenue. Web-based structure that provides total flexibility together with all the advantages of a dedicated customer contact call center. Higher level of customer accessibility provided by the MSXI Call Center even when the dealer s staff is otherwise engaged or the car dealership is closed.

7 7 BOOK IT: CLEARLY BETTER TECHNOLOGY. Book IT provides a solid IT framework for your business. It provides your entire network with convenient online access to shared booking functions. It is a Web-based solution that can be easily implemented at all locations. It uses an effective combined IT / customer contact call center solution. It automates many key customer contact activities, such as sending out timely reminders that vehicles are due for servicing or the distribution of seasonal campaigns. It has a very user-friendly interface that increases acceptance and usage of the system. It immediately relays all sales leads and customer complaints to the appropriate dealerships. It automatically confirms customer bookings using standardized and SMS messages.

8 8 THE SOLUTIONS EXPERT FOR THE AUTOMOTIVE INDUSTRY. MSXI provides a broad range of solutions for all aspects of the automotive retail industry. Individual solutions can be adapted and / or combined to create the best possible answer to your business challenges. RETAIL NETWORK SOLUTIONS TECHNOLOGY & STRATEGIC CONSULTANCY Developing successful retail strategies TECHNICAL SOLUTIONS Providing Dealer Technical Exper se WARRANTY SOLUTIONS Reducing warranty costs DEALER SOLUTIONS Driving dealer performance $ TRAINING SOLUTIONS Driving employee performance MSXI TECHNOLOGY BASE MSXI ANALYTICS SOLUTIONS 11 / 2014 MSX International is a dedicated supplier of services to the automotive industry. With more than 75 years of experience and over 5,500 industry experts in 80 countries, we have a thorough understanding of local, national and international markets. We use our experience and expertise to provide business solutions that make your business more efficient. From consulting to outsourcing, regardless of whether you are an automotive / truck / motorcycle OEM, dealer, supplier or aftermarket service organization if it s automotive, we can help you make it better. fueled by challenge. powering success. sm CONTACT: [email protected]