After-Sales Service Helps Increase Customer Loyalty for Auto Dealers – PR Newswire | CarTailz

Achieving customer loyalty by offering after-sales service is crucial for automotive dealers to attract new customers and retain existing customers to strengthen their financial viability

SAN ANTONIO, October 31, 2022 /PRNewswire/ — Customer service in the highly competitive automotive market is notorious for inconsistent customer loyalty. Typically the relationship between a merchant and the customer is transactional and transient, even the slightest mistake can result in a merchant losing a seemingly loyal customer and potentially recurring revenue.

Given that ubiquitous data and personalized recommendations based on consumer behavior are typical of today, the distance between retailers and their customers is terrifying. Customers typically seek out other dealer service centers because of a lack of transparency and communication, not because of the high cost of repairs. Other challenges and gaps in the automotive after-sales market include paper-based processing errors, disparate and siled systems, human errors due to overworked technicians, and resource barriers such as insufficient training.

“All challenges in the automotive after-sales service market have a direct impact on customer satisfaction. This explains why a lack of transparency and lengthy repair delays result in customers losing trust. Effective communication and updates on the cost and time required for a job can prevent most problems. A simple, uncomplicated communication system offers customers an achievable, realistic expectation,” said Mukul KrishnaGlobal Supply Chain & Logistics Practice Leader at Frost & Sullivanin the white paper “Intelligent Planning: The Magic Sauce for Building Customer Loyalty”.

To download the white paper, click here.

“After-sales service enables car dealers to build more sustainable long-term relationships with their customers. Customer experience through after-sales services has the potential to create a significant and reliable recurring revenue stream,” explained Russell Younghusband, Global Automotive Director at Getac.

Dealership Management Systems (DMS) and Customer Relationship Management (CRM) can be combined with robust handhelds and digitization to give dealership service center staff access to customer information, including their relationship history. Dealer service centers should:

  • Introduce a system based on simple deductive algorithms to help technicians discuss predictive maintenance with the customer.
  • Allow customers with a front-end web and/or mobile interface to inform the retailer about their needs in advance.
  • Allocate a dynamic time slot based on the customer’s visit requirements and provide the right technician and auto parts while providing the customer with a more accurate time and cost estimate.
  • Automate the sending of push notifications based on customer preferences as reminders for the next scheduled maintenance visit.
  • Provide customers with data access, scale it across the service department and integrate with the DMS.

Getac Technology Corporation is a global leader in rugged mobile technology, including laptops, tablets, software and video solutions. Getac solutions and services are designed to enable exceptional experiences for frontline workers in challenging environments. Today, Getac serves customers in over 100 countries in defense, public safety, ambulance, fire and rescue, utilities, automotive, natural resources, manufacturing, transportation and logistics.

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