East Valley Nissan is the prominant Nissan dealer in the southwest region of Phoenix. The dealership needed a system that could assist the service advisors with customer follow up and customer retention. The existing process had no way of following up with customers effectively before/during/after the service cycle. This lead to additional work for the advisors and a worse customer experience.
Before LeadSticker
Advisor Touch Points
- Call to Schedule Appointment
- Call to Confirm Repairs
- Call When Repair is Finished
- Call to Check on Vehicle Satisfaction
- Call to Verify Survey Receipt
32
Monthly Surveys
32 k
Gross Parts & Labor
21 day
Special Order Parts Turnaround
625
Customer Service Index (CSI)
After LeadSticker
Automated Touch Points
- Call to Schedule Appointment
- Call to Confirm Repairs
- Call When Repair is Finished
- Call to Check on Vehicle Satisfaction
- Call to Verify Survey Receipt
32
Monthly Surveys
32 k
Gross Parts & Labor
7 day
Special Order Parts Turnaround
933
Customer Service Index (CSI)
Process Used
- Import Customer Lists and Tag Accordingly
- Send out Bulk SMS to Customers ready for Survey
- Advisors have access to contact customers
- Vehicle Leaves Delership. (Told they will get a text)
- Follow-up Text Sent
- Non-responsive texted customers get called
- Negative Customers are tagged and followed up with by management.
- Tuesday/Wednesday special order parts are followed up on.
- Customer gets email survey (10 days)
- Texts go out to let them know that their is a survey in their email.
- Special Texts for Specials. (Bulk Texts). Also Split testing messaging.