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Captures all inbound service requests via call agents
- Eliminates dropped calls
- Provides call overflow for peak hours
- Integrates with automatic call dialers Frees up advisors to focus on increasing dollars per RO
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Coordinates scheduling
- Automatically coordinates call center, Web, DMS, and service marketing appointments Lowers cost per appointment
- Avg. $3-4 per appointment
Call Center Scheduling
ServiceCRM™ is the only service scheduling product built for the needs of centralized call centers that support multiple dealership locations. Key features include: integration with automatic call dialers so that ServiceCRM can automatically pre-fetch the correct dealer ledger, pre-fetch the customer name based on caller id and even pre-fetch the correct make appointment page based on the customer’s vehicle.
ServiceCRM™ provides the call center with automatic prospect lists per dealership for service reminders, call confirmations, no shows, and first time appointments (new car sales with no service appointment). Prospect lists can be automatically contacted via email with an embedded link to Online Scheduling or via a phone call from the call center. System automatically generates custom scripts for either email or phone call, provides activity logs for call status on each prospect and allows lists to be managed by multiple call center personnel. Inbound call management allows for call logging by call center personnel, so that management can track the type of calls (wrong number, redirects to sales, etc.) being handled by all call takers on behalf of each dealership.
Key benefits include: lower cost per appointment ($3-4 per appt. vs. service advisors at ~$10/appt), no dropped calls into service, increased shop utilization, increased show rate vs. advisor-only appts, and automatic coordination with dealership personnel, online customers, and DMS appointments.
Next:Service Marketing
