Waylands mitigates against long lead times with automated car handover platform

Waylands Automotive has rolled out an automated communication platform that will help keep customers informed across its Volvo, Kia and MG dealerships.

AutoBuzz integrates with the dealer management system or CRM to provide customers with a personalised WelcomeHub microsite at point of order that will boost customet communications over incoming orders as the sector struggles with long delivery lead times.

The hub contains information on the car that’s been ordered, products and services available as additional purchases, information on the retailer and a function that tracks when the car is ready for handover.

John O’Hanlon, chief executive officer at Waylands, said: “Our customers are at the heart of everything we do. Clear communication between order and handover enables us to share key information which helps both us, and the customer, in preparation for handover day.

“With some of the extended lead times we are seeing, this has been a great tool to keep in touch with our customers and ensure they feel communicated to not just when they order the car, but throughout their entire journey.”

The platform provides Waylands’ customers with updates on their order, while providing the leadership team within the group insight on how customers are engaging with content throughout the stage of the buying journey.

Recent AM News Show podcast interviewee April Wyatt, head of marketing at Waylands, said: “With lead times slightly longer at the moment, the AutoBuzz platform has ensured consistency in our communications whilst enabling us to keep in touch with our customers from point of order all the way through to handover day.

“It’s helped the teams with setting customer expectations as well as creating additional opportunity for accessories and products off the back of the engagement insights that are available in the dashboard.

“We know that buying a car is a significant purchase and it’s key that we have strong and clear communication with our customers throughout their journey whilst also maintaining the excitement of buying a new car.”

Waylands opened its first multi-marque dedicated electric vehicle (EV) sales centre, Waylands E, at Newbury in Berkshire, earlier this year (August 2022).

Waylands represents Volvo across five sites, as well as Kia and MG.