Timely service department follow-up to increase repeat and referral business

Facts & Figures

Repeat Facts

  • • 95% of customers a dealer "sold to" will purchase again in their lifetime
  • • Closing ratios are seven times higher with repeat customers than expensive walk-ins
  • • Costs of generating a sale with repeat customers is five times lower
  • • Gross profit is higher
  • • Manufacturer CSI scores will increase with repeat customers

Referral Fact

  • • 30% of customers have a relative who will be trading in a vehicle within 90 days

Sad Fact

  • • 90% of those previous customers will not be contacted by his/her salesperson after delivery

Dealer Satisfaction

  • 99% of our customers will "strongly" or "very strongly" recommend us to others
  • 95% of customers who have been with us for four or more years have seen repeat sales increase in the third and fourth years by 114%

CONNEX Service

CSresponse™

ServiceYour service department has a built-in customer base that can help you increase revenue. Retain your customers with minimal effort through CSresponse™, a customer relationship management (CRM) program, that offers timely third-party customer satisfaction phone audits conducted by experienced CRM specialists.

A "hot notification" is sent to you should we encounter a dissatisfied customer while monthly reports help identify opportunities to improve individual performance, motivate excellent achievement, aid in training your sales staff, reduce employee turnover and help improve your bottom line.

You provide us with your customer repair orders and we in turn call your customers and ask a survey designed to determine dealership performance. We then provide reports that help you manage your service advisors to ensure they are meeting dealership requirements when servicing a vehicle. This results in increased sales through repeat service visits. This service is priced by each repair order submitted.

Call us at 1.800.842.1820 or email us at info@cmsdealer.com to find out how we can help you meet your needs for a comprehensive CRM program.