customer experience vs customer service

Do these challenges sound familiar to you? Your customer is upset that no one can tell them when their unit will be ready Your customer claims that they did not authorize work on their unit Your service advisors are frustrated, overwhelmed, and burnt out You are constantly recruiting and retraining service advisors because they turn […]

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The COVID-19 pandemic caused some major shifts in the dealership market. One of the biggest shifts was the need for contactless payments and signatures. But now that social distancing restrictions have lightened up in many parts of the United States and Canada, contactless convenience isn’t going anywhere. In fact, contactless convenience seems to be a […]

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2021 Trends Report

Last year was full of challenges for many businesses, and it was no different for dealerships. From dealership shutdowns, to managing remote teams, to parts shortages, to delays—many dealers were forced to think fast and adopt new processes to keep their businesses moving along. But despite the challenges, many dealership businesses were able to not […]

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Complete Digital Storefront

It’s no secret that the COVID-19 pandemic has drastically changed the way businesses interact with customers, which means that digital storefronts (no matter how basic) are absolutely vital in today’s market. For example, according to a survey by McKinsey & Company, 73% of consumers are not comfortable with going back to “regular” out-of-home activities since […]

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Manage a Remote Team

Even before COVID-19, managing a remote team has always been a challenge. Unfortunately, the pandemic has made it a necessity, whether any of us like it or not. In fact, that’s why we’ve created a special care package with resources, tools and offers to support dealers like you during this unique time, so be sure […]

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Featured Connect Service Technicians

Think about your favorite job. What made it great? Many people would say that relationships with coworkers and managers make a significant difference. Positive relationships have been proven through research to create a stronger connection to the company, get people more excited about coming in every day and collaborate more in general. Service technicians may […]

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Featured One on One

There is a process that has been trending in the world of fixed operations recently: the service manager conducting daily one-on-ones with service writers. This meeting typically takes place first thing in the morning and can create a flexible and resilient service department that is ready for anything. According to Retail Automotive and RV Expert […]

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Featured Parts Department

Michael Jordan famously said, “Talent wins games, but teamwork and intelligence win championships.” When dealers are looking to boost sales numbers, the parts department can be easy to overlook. After all, a technician who is a genius in repairs, may be less so on the sales floor. But that is not a reason to give […]

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Featured CRM Grow Customer Base

A great story has a beginning, a middle and an end. The story that you and your customers share together is the same way. Today’s technology community has recognized this phenomenon, so a CRM is your most valuable asset at each phase. Communication depends on the lifecycle and where your customer is at the time. […]

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