Inbound
Even if you have a BDC that handles both your sales and service calls, you might still want to consider having us handle your Service Appointment Setting calls for the following reasons (which were given to us by our customers):
We can handle more calls than you can because our labor is shared among many dealerships. This means that we can and do staff for call spikes.
We have extended hours, 7 days a week, 365 days per-year, so we are there for your customers at a time that’s convenient for them.
It’s fairly common for an adviser to get busy and tell the appointment scheduler not to book any more appointments in a given week. We are not friends with the advisers, so this never happens with our schedulers!
Setting Recall Appointments takes a certain level of expertise. You must know all of the following:
Recall Details
Availability of Parts
Loaner/Transportation Rules
Specific scheduling rules
We are experts at setting recall appointments having set more than 100,000. Let us take the hassle out of the equation and turn your recalls into positive business generating appointments.
Overflow and Afterhours call handling makes a lot of sense. Due to service hour limits, the average dealership has:
236
Monthly Missed Appointment Calls
$552,000
Lost Annual Revenue
- Not all callers call back if your service department can’t answer – this is a fact!
- We book appointments directly into your scheduler.
- We have extended hours (6:00 AM-12:00 AM ET).
- We bill by the SECOND – so if we take a call that lasts for 1 minute and 1 second – we bill for 1 minute and 1 second (some of our competitors bill in anywhere from 6 to 30 second increments, driving the cost up for no real reason.
- We confirm/update customer information.
- We send Automatic Email Notifications based upon your business rules.
- All calls are recorded and available for review in our online reporting portal
Let SmartContact answer the calls you miss, so you don’t miss $46,000 in monthly revenue!
Service Clinics and other campaign-based special events:
- We book appointments directly into your scheduler.
- We have extended hours (6:00 AM-12:00 AM ET).
- We bill by the SECOND – so if we take a call that lasts for 1 minute and 1 second – we bill for 1 minute and 1 second
- We confirm/update customer information
- We send Automatic Email Notifications based upon your business rules.
- All calls are recorded and available for review in our online reporting portal
Let SmartContact take care of your special event bookings so that the handling of your event calls… is a non-event.
Outbound
Whatever calls SmartContact makes on your dealership’s behalf you can be assured of one thing – your customers will think it’s your dealership making the calls due to our training and to the fact that all calls will go out with your dealership’s Caller ID.
Declined Services
Lost Customers
Recall Campaigns
First Service
Service CSI
Appointment Reminder
The bottom line here is that we will increase your total appointments booked and therefore the revenue – this is an absolute, which is why we have yet to have a single dealer drop our service due to performance!
Whatever calls SmartContact makes on your dealership’s behalf you can be assured of one thing – your customers will think it’s your dealership making the calls due to our training and to the fact that all calls will go out with your dealership’s Caller ID.
Recommended Maintenance
Maintenance Overdue
Missed Appointment
State Inspection
Parts Notification
Recalls
Tire Specials
- Appointment Reminders
- First Appointments (New & Used Vehicles)
- Pre-paid Maintenance Reminders
- Maintenance Due Reminders
- No Shows
- Service CSI Follow-up
- SmartSurvey™ Service Department Evaluator – a SmartContact Exclusive
The bottom line here is that we will increase your total appointments booked and therefore the revenue – this is an absolute, which is why we have yet to have a single dealer drop our service due to performance!
SmartSurvey™
In addition to the traditional CSI Survey (ratings on a scale) which mirrors the manufacturer by helping condition the consumer to that upcoming survey, we have an extremely powerful tool called SmartSurvey™.
It’s an open-ended Survey — with closed-ended answers. Here’s how it works:
- Our agent asks the surveyed party one simple question: Were you 100% satisfied?
- If the answer is yes, the survey is over (of course, additional specific questions can still be added).
- If the answer is no, our agent asks the surveyed party to please tell them what happened.
- As the surveyed party talks, the agent listens and checks off a box for each “issue” that is mentioned by the customer.
Because the answers are pre-written check boxes, the results can now be databased and reported on (example on the left)
- The results of these surveys will tell you exactly what your customers think your issues are – giving you the exact information you need to increase customer satisfaction.
- In addition to a consolidated report for the dealership, the same reporting is also provided for each individual Salesperson – allowing you to help them to correct issues that are specific to them.
SmartSurvey™
In addition to the traditional CSI Survey (ratings on a scale) which mirrors what the manufacturer will do and helps to condition the consumer to that upcoming survey, we have our unique SmartSurvey™, which is an extremely powerful tool. It is an Open-Ended Survey – but with Closed-Ended answers. Here’s how it works:
Our agent asks the surveyed party one simple question: Were you 100% satisfied?
If the answer is yes, the survey is over (of course, additional specific questions can still be added).
If the answer is no, our agent asks the surveyed party to please tell them what happened.
As the surveyed party talks, the agent listens and checks off a box for each “issue” that is mentioned by the customer.
Because the answers are pre-written check boxes, the results can now be databased and reported on as seen in the example on the left.
The results of these surveys will tell you exactly what your customers think your issues are – giving you the exact information you need to increase customer satisfaction.
In addition to a consolidated report for the dealership, the same reporting is also provided for each individual Salesperson – allowing you to help them to correct issues that are specific to them.