Car Dealership CRM Case Study Using TEXT2DRIVE
Imagine pumping up the marketing power of your website, watching your CSI scores rise and generating more revenue with little time or effort required on the part of your staff. The 30 Kia dealerships that work with TEXT2DRIVE have experienced all of the above thanks to the text messaging and communications platform.
The numbers say it all:
- Each Kia dealership opened an average of 911 repair orders per dealer per month from May to July 2019.
- From May to July 2019, Kia dealerships enjoyed $68,094.42 pay per dealer over the course of three months thanks to automated service appointment reminders.
- Kia dealerships saw a 7.3% increase in repair order success from May to July 2019 because of automated service reminders.
- Kia dealerships that use TEXT2DRIVE sent customers an average of 2,678 text messages per month from May through July 2019 – 79.5% of those messages were automated.
- Kia dealerships used declined service reminders to earn an average RO pay of $5,240.78 per dealer over the course of 3 months, May through July 2019.
- Between May to July 2019, 12.0% of the Kia dealership customers who received an automated declined service reminder had a service performed within less than 30 days!
- From May to June 2019, recall alerts helped Kia dealerships earn an average recall total pay of $5,713.58 per dealer over the course of those two months.
Appointment Reminders Ensure More Customers Keep Their Appointments At Kia Dealerships
No-shows for service appointments are not only inconvenient, but they can also cost dealerships thousands of dollars in missed opportunities.
TEXT2DRIVE car dealership crm deploys automated service appointment reminders – text messages that remind customers they have an appointment coming up.
From May to July 2019, Kia dealerships enjoyed $68,094.42 pay per dealer over the course of three months thanks to automated service appointment reminders.
More Customers Keep Their Appointments at Kia Dealerships Thanks To Service Appointment Reminders
One of the biggest missed revenue opportunities for dealerships are no-shows for service appointments.
TEXT2DRIVE helps eliminate no-shows with text messages deployed automatically that remind customers they have an upcoming appointment.
Kia dealerships saw a 7.3% increase in repair order success from May to July 2019 because of automated service reminders.
Kia Dealerships Improve Communications With Customers
Staying in touch with customers about vehicles for sale and giving them status updates when their car is in for service is critical for driving revenue and earning higher CSI scores.
TEXT2DRIVE allows dealerships to interact with customers without taking time away from the job at hand.
Kia dealerships that use TEXT2DRIVE sent customers an average of 2,678 text messages per month from May through July 2019 – 79.5% of those messages were automated.
Declined Service Reminders Resulted In Robust RO Dollar Amount
When dealerships fail to remind customers of recommended repair orders, it can leave customers with no clue they even need the work done – because the right person is not always informed.
This is where previously declined service reminders from TEXT2DRIVE come in. The automated text messages are sent to the phone number of the vehicle owner, ensuring they know about the recommended repairs.
Kia dealerships used declined service reminders to earn an average RO pay of $5,240.78 per dealer over the course of 3 months, May through July 2019.
Previously Declined Service Reminders Fuel Opened Repair Orders At Kia Dealerships
Recommended maintenance is a solid potential source of revenue for dealerships, but keeping track of multiple OEM schedules as they pertain to each customer’s vehicle is challenging.
TEXT2DRIVE tackles this issue with service reminders sent automatically to customers to let them know when it is time to bring their vehicles in for the next service.
Between May to July 2019, 12.0% of the Kia dealership customers who received an automated declined service reminder had a service performed within less than 30 days!
Kia Dealerships Earned Additional Revenue With Recall Alerts
Safety recalls are an untapped gold mine for many dealerships that lack the ability to effectively inform customers.
Safety recall alerts from TEXT2DRIVE remedy this by alerting customers via text message of open safety recalls on their vehicles.
From May to June 2019, recall alerts helped Kia dealerships earn an average recall total pay $5,713.58 of per dealer over the course of those two months.
CSI Survey Completion Jumps Thanks To Automated Survey Requests
CSI survey completion helps elevate CSI scores, but getting customers to take the surveys can be challenging.
CSI survey requests from TEXT2DRIVE are automatically sent to customers via text message following each visit to your dealership. Text messages have an open rate of about 98%.
Dealerships that used automated CSI survey requests experienced an average increase of 141% in the number of surveys completed over the course of one year.
CSI Scores Improve Due To Communications Platform
Making customers happy is the key to good CSI scores. Striking a balance between getting work done and giving customers enough attention can be challenging.
TEXT2DRIVE is a full-featured communications platform that keeps customers informed and engaged via text messaging. Features include service reminders, service status updates and CSI survey requests.
Dealerships that use TEXT2DRIVE saw their CSI scores increase 35% on average over a one-year period.
Parts Obsolescence Decreases With Text Message Notifications
When dealerships special order parts for customers and they do not get used, or parts are over-ordered, money goes down the drain.
TEXT2DRIVE created text notifications letting customers know their parts are in. These alerts resulted in an average 54% decrease in parts obsolescence for dealerships that use TEXT2DRIVE.
Video MPIs Drive Increase In RO Totals
The bad news: Customers tend to be wary of auto dealerships and distrust repair recommendations.
The good news: The TEXT2DRIVE mobile app has the capability for service technicians to record and send videos to customers wherein they point out recommended repairs, which builds trust and helps "sell" repair recommendations.
Dealerships that sent video MPIs from TEXT2DRIVE experienced a $125 increase in RO totals.
Most Customers Chose Mobile Payment Over Paying In Person
Waiting in long check-out lines and being unable to get questions about their invoice answered by the service staff that worked on their car can result in frustrated customers.
SPEED CHECKOUT™ from TEXT2DRIVE eliminates frustration by automatically sending customers their invoices via text message.
An overwhelming 92% of customers sent SPEED CHECKOUT™ requests by dealerships in March opted to pay their bill online.
Customers Overwhelmingly Prefer To Communicate With Dealerships Via Text Message
Most customers want to conduct their business with auto dealerships quickly and with minimal human interaction.
34% of dealership customers prefer to communicate with dealerships via text messages. However, a scant 9% of dealerships are providing the solution their customers seek.
TEXT2DRIVE is a full-featured communications platform with features that include automated sales and service alerts, mobile checkout, promotional campaigns and more.