Case Study - Service as Part of Successful Formula
"I would say the support team is pretty remarkable. I never have to wait long when I call. If they can't immediately help me, they escalate the ticket and get back to me as soon as the issue is resolved. When I first started using DealerSocket, I called all the time. Everyone I spoke with was nice, patient and so willing to help.
–Ariana Rodriguez , DealerSocket Power User
CIRCLE BUICK GMC TOUTS DEALERSOCKET SERVICE AS PART OF SUCCESSFUL FORMULA
Ariana Rodriguez has served as the DealerSocket Power User for Circle Buick GMC for one year. Previously, Circle Buick GMC used the Dealer Management System (DMS) Arkona, in addition to spreadsheets to track customers.
Service DashBoard is extremely effective for Circle Buick GMC, and Rodriguez highlights the efficiency of the Service Scheduling tool. "It's very easy to use, especially when scheduling customer appointments by phone," says Rodriguez. "It's user–friendly and works quickly, so I don't have to write down the appointment first and then go back into the system."
Circle Buick GMC also utilizes DealerSocket to market to customers, reporting having success with customers who have not serviced in 6 – 24 months. "GM believes if a customer has not come in during this time frame, we have lost them for good," states Rodriguez. "We have set up a campaign in DealerSocket to reach out to these customers through a series of emails, postcards and phone calls. It has worked really well for us."
"GM believes if a customer has not come in (for service) during this time frame (6 – 24 months), we have lost them for good. We have set up a campaign in DealerSocket to reach out to these customers through a series of emails, postcards and phone calls. It has worked really well for us.
When asked which aspects of using DealerSocket the Circle Buick GMC staff likes best, Rodriguez references the ability to add tracking codes to every Sales and Service Event, which helps them with their marketing efforts. She also states that the Employee DashBoard and the To–Do's are extremely helpful. Rodriguez reports having used Reynolds and Reynolds in the past, and the work plan layout is not as organized.
The combination of utilizing Service DashBoard, the Service Scheduling tool, marketing to customers who have not serviced in 6 – 24 months and the ability to add tracking codes to Sales and Service Events has created a formula for success for Circle Buick GMC.