Customer Traac’s automotive service call center offers the following outbound calling services designed to increase customer retention:
Following dealer-specified scheduling guidelines and transportation options, our BDC calls back dealership customers to confirm the appointment date, time, services, and transportation needs.
No-Show Call Follow-Up
Our service call center records calls and tracks appointments. If we set an appointment and confirm it on another date and the customer does not show, we will follow-up and attempt to reschedule.
We assist in notifying customers of any and all vehicle recalls, safety or otherwise.
Service Reminder/Service Due
We pre-schedule all services on vehicles purchased through the dealership. Between appointments, our BDC agents set reminders for service due on customer vehicles. They also offer services needed and recommendations or specials based on dealer input.
Special Order Parts Fulfillment
Customer Traac’s service BDC handles inbound calls regarding special-order parts and more. We ensure orders are fulfilled in a timely manner and conduct any follow-up or replacement regarding the order fulfillment.
Our BDC handles Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) studies. CSIs measure the satisfaction of vehicle owners who visited the service department for maintenance or repair work within the first three years of owning their vehicle. The five measures for scoring the Customer Satisfaction Index are as follows: service initiation, service quality, service facility, vehicle pick-up, and service advisor. The scoring is generally done on the maker level, rather than model (i.e. Ford vs. Fusion).
SSIs measure the entire shopping experience using a Buyer Index and Rejecter Index. The Buyer Index measures the shopping and buying experience at dealerships from which customers’ purchased their vehicles. This index combines customer responses to reach a final score based on the following four factors: facility, delivery, salespeople, and negotiating the deal. The Rejecter Index measures the shopping experience at dealerships from which customers did not purchase their vehicles. This index scores based on the following five factors: negotiating, fairness in price, salespeople, facility, and the variety of dealership inventory. Similar to CSIs, SSIs are also done on the maker level.
New/Used First Service Appointment
Customer Traac’s BDC agents recommend first service appointments and schedule those appointments in advance for both new and used vehicles. Our goal is to utilize your dealership’s services for all customers.
Declined Service Follow-Ups
If a customer does not want to handle his or her service through the dealership, our BDC will manage all follow-ups. We will determine why the customer declined and figure out how we can gain his or her loyalty back.
Custom Outreach Campaigns
Our service call center professionals create custom campaigns based on current or future sales trends. We reach out to your customers to recommend services; we help improve your dealership’s customer retention; and we conduct other outreach to increase your dealership’s revenue.
Frequently Asked Questions
What specific benefits come with Customer Traac's outbound campaign service?
How much does your outbound campaign service cost?
We understand that the needs of our customers vary based on their business model and scope of work. Please contact us so we can assess your unique business needs and give you a proposal.