Advertisement feature from Keyloop

By Chris Munday, Product Director, Keyloop

Are you delivering an exceptional aftersales experience? For those who do, the rewards can be significant.

In a world where experience drives loyalty as much as price, the majority (53%) of customers consider a better service experience to be more influential than the purchase experience in the entire customer journey, research from McKinsey has revealed.

Automotive retailers therefore need to equip themselves with the tools and capabilities to adapt their aftersales customer experience to the desires of the modern consumer if they are to reap the financial rewards. This is applicable to both sales and aftersales journeys, and across all touchpoints — whether online, offline, or in-person.

In a continuously evolving industry, this may not seem a straightforward ask. However, technology has a significant role to play and retailers who understand and master this will stand apart from the pack.

Elevating aftersales

Customers are willing to pay more when they receive good service. However, they are also more likely to find an alternative service provider if left unsatisfied. Further, research from Syncron indicates that for 40% of vehicle owners, a poor dealer service experience would negatively impact their brand perception.

The importance of delivering exceptional customer experience cannot be underestimated, and it is during the post-purchase period of ownership - aftersales - that this can most easily and exceptionally be delivered.

Aftersales are the lifeblood of a dealership, yet many retailers are leaving significant revenue potential untapped. To create an aftersales journey that delights, retailers must lean into the power of technology to transform their customer relationships and deliver a frictionless experience.

Keyloop’s Service Hub and Platform enable retailers to serve personalised communications that flow across channels, whichever and whenever a consumer chooses to use them, delivering significant benefits to both the customer and dealership. This is underscored by four core principles:

  • Deliver a great end-to-end service experience by giving customers a personalised check-in experience, accurate quotes agreed up-front and complete transparency in service work.
  • Boost efficiency with accurate work tracking through a seamless integration with the DMS, which provides a streamlined workflow for your technicians.
  • Drive upselling with personalisation by leveraging data to provide recommendations to customers that perfectly match their needs and situation, combined with personalised videos of the customer’s vehicle to demonstrate the work needed, creating a comprehensive VHC report, and making approvals easier.
  • Use powerful data to build customer loyalty and foster confident decision-making and self-service – improving efficiency and profitability by minimising downtime and maximising productivity. With access to the relevant information, customers can be empowered to take action, leading to higher satisfaction levels with every business engagement.

Combined, this fosters a frictionless and personalised end-to-end service experience – from check-in to real-time work tracking, to check-out – that drives efficiency in the workshop while meeting customers’ needs.

For retailers looking to stand out from the competition, not only does this improve the overall effectiveness of their businesses, but it also enables them to foster better relationships and build longer-term consumer loyalty, in turn improving sales opportunities and boosting margins.

Find out how Experience-First is transforming the automotive retail industry and how you can apply these lessons to your business.

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