“40% of car buyers indicate that the service department’s reputation was significantly important in choosing the dealer they purchased from.. “

DealerRater.com

Case

A leading automotive distributor operating 14 dealerhips across the country had started an initiative to influence repeat purchases by improving service experience. A significant share of the clients appeared to be booking their service appointments elsewhere.

Insight and Implementation

Alta Bering EPO was applied on three years of service records layering CRM data with service operations activity, classifying customers, predicting repeat service appointments at lowest promotional cost. With service department performance being an integral part of the customer experience, staff and job data were used to guide higher same-day turnaround rates.

Results

The system facilitated daily monitoring of client experience and adjustments to service department operations, driving service satisfaction into 901 to 1000 on a 1000-point scale.

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