How would deeper insight into the Service customers’ experience help maximize service customer revenue?

 

Higher quality, longer service intervals, more aggressive aftermarket providers all impact dealerships’ ability to maximize individual customer service revenue.

The Service Check tools are quick, delivering high value, cost-effective insight into customers service behaviors including those in and out of warranty and maintenance customers.

The Service Check component of ROAR’s EXPERIENCE INTELLIGENCE platform combines and interprets the most relevant customer experience information for dealerships to make decisions, take actions, and regain service business at the individual customer level.

ROAR data indicates dealerships have significant opportunities to increase revenues by knowing service customers better and providing them offers that reflect a specific customer’s needs. EXPEREINCE INTELLIGENCE will end the days of the same offer to every customer, which is highly inefficient in meeting most customers’ needs (look at poor redemption rates) and minimizes the revenue opportunity for getting the offer right.

The analytics from the EXPERIENCE INTELLIGENCE platform provides users alerts if customers have had experiences that may impact future revenue. Dashboards provide users the most important information on their overall performance. Individual customer information is used to customize experiences and offers, and ensure customers deliver anticipated revenue.

TOP 5 WAYS TO RECOVER SERVICE CUSTOMERS

Here’s what former dealership customers tell us would bring them back:

  1. Dealership service to be open longer hours
  2. Guaranteed amount of time to get car in for service—less than 5 minutes
  3. To really understand what they were being charged for and how it makes their car better (than when going to other provider)
  4. Lower prices
  5. To trust the dealership has their best interest at heart

1  Aggregated findings; best use is at individual dealer and customer level with offers focused on expressed customer need

EXPERIENCE INTELLIGENCE: SERVICE CHECK

Take the EXPERIENCE INTELLIGENCE Service Check below to discover potential gaps in your service customer relationship intelligence.

I know it extremely well I think we know it well, but would like more detail Not well at all It’s a Black Hole for us (we know nothing)
4 3 2 1
1.
Do you know how many of your service customers are receiving a follow-up thank you from the dealership within 24 hours of service?
2.
Do you know the percentage of your customers annual service spend you are capturing by model and year of ownership?
3.
Do you know your retention levels for in-warranty customer pay?
4.
Do you know why customers using other service providers left your dealership for service?
5.
Do you know what is required to bring service defectors back to your dealership for service?
6.
Do you know if your service users will recommend you?
7.
Do you know the percentage of your service units in operation which buy from you again?
8.
Are you using your service customer reviews on your website to sell your dealership to other customers?
CURRENT SERVICE
CHECK PERFORMANCE:
How is your Service EXPERIENCE INTELLIGENCE… 32-30
AWESOME:
Tell us how you do it
29-27
GOOD:
But Still Room for Sales
26-24
NOT GOOD:
Plenty of Opportunity
23-…
AWFUL:
No time to waste!
1. Do you know how many of your service customers are receiving a follow-up thank you from the dealership within 24 hours of service?

 

  • I know it extremely well (4)
  • I think we know it well, but would like more detail (3)
  • Not well at all (2)
  • It’s a Black Hole for us (we know nothing) (1)
2. Do you know the percentage of your customers annual service spend you are capturing by model and year of ownership?

 

  • I know it extremely well (4)
  • I think we know it well, but would like more detail (3)
  • Not well at all (2)
  • It’s a Black Hole for us (we know nothing) (1)
3. Do you know your retention levels for in-warranty customer pay?

 

  • I know it extremely well (4)
  • I think we know it well, but would like more detail (3)
  • Not well at all (2)
  • It’s a Black Hole for us (we know nothing) (1)
4. Do you know why customers using other service providers left your dealership for service?

 

  • I know it extremely well (4)
  • I think we know it well, but would like more detail (3)
  • Not well at all (2)
  • It’s a Black Hole for us (we know nothing) (1)
5. Do you know what is required to bring service defectors back to your dealership for service?

 

  • I know it extremely well (4)
  • I think we know it well, but would like more detail (3)
  • Not well at all (2)
  • It’s a Black Hole for us (we know nothing) (1)
6. Do you know if your service users will recommend you?

 

  • I know it extremely well (4)
  • I think we know it well, but would like more detail (3)
  • Not well at all (2)
  • It’s a Black Hole for us (we know nothing) (1)
7. Do you know the percentage of your service units in operation which buy from you again?

 

  • I know it extremely well (4)
  • I think we know it well, but would like more detail (3)
  • Not well at all (2)
  • It’s a Black Hole for us (we know nothing) (1)
8. Are you using your service customer reviews on your website to sell your dealership to other customers?

 

  • I know it extremely well (4)
  • I think we know it well, but would like more detail (3)
  • Not well at all (2)
  • It’s a Black Hole for us (we know nothing) (1)
How is your Service EXPERIENCE INTELLIGENCE…

 

  • 32-30 AWESOME :Tell us how you do it
  • 29-27 GOOD: But Still Room for Sales
  • 26-24 NOT GOOD: Plenty of Opportunity
  • 23-… AWFUL: No time to waste!

Any areas you rated as less than Awesome above are opportunities to more effectively monetize service customers through greater intelligence from Service Check by ROAR. Contact us immediately to gain this intelligence in less than a week!