Relationship management and listening to clients are the determinant factors of the customer experience. The use of CRM tools may not be sufficient to achieve the desired results, even when supported by a Business Development Center aimed at adding a human touch and drive to the relationship.
Whether your project is already structured or you are still in the evaluation and development stage, Quintegia, thanks to the consolidated experience of its dedicated and specialized team in the automotive field capable of a proactive CRM activity, can help you in the performance check or provide you with concrete support with a dedicated outsourced service, to the development according to specific needs, including through re-contacting the customer at different times.
Increased dealer performance with direct BDC activity and support in customer knowledge
Support the dealer in a personalized and targeted way by segmenting activities by business areas
Analysis of each activity carried out and provision of effective and timely tools for the proper targeting of business investments
A hybrid approach (internal and external BDC) is considered better for dealer activities. Only one thing is certain: phone calls are still the best low-channel leads
Increasing the quality of the customer experience
Reporting and data analysis
Qualitative support to DB lead/customer
Staff specialized in telephone conversation and constantly trained according to the type of business, the territory in which it operates, and the objectives to be achieved.
Flexibility to the specific requests of the individual dealer and adaptation of the activity based on feedback received during the course of work in order to follow the best path.
Return of results accompanied by specific analysis through periodic reports for continuous activities or at the end of activities for spot activities.
Promptness and rapidity
Proactive activity with emphasis on maintaining excellent phone calls quality.
Use of ad hoc developed and customized platforms while maintaining dealer identity and recognition during the service.
|SALE||AFTERSALES||AD HOC CAMPAIGNS|
|Follow up quotes||Post-intervention customer satisfaction||Tire replacement|
|Post-delivery customer satisfaction||Car servicing promotion on inactive customers||Extra financial or insurance solutions|
|Qualifying digital leads||Extended warranty promotion||Proposed new models|
|Cold quotations follow-up||Active car servicing booking||Customer listening activities (e.g., new schedules)|
|Customer database reactivation|