Sean Booth, Managing Director of the leading Volkswagen dealer – Parkway Motor Group said that the auto industry can grow to a great extent by taking full advantage of the advancements in technology as businesses look forward to improve the bottom line.
This VW dealer has sites throughout the Midlands and has been working with Node4, a Communications and Data Center Company to offer a solution that will let them to have an effective interaction with customers via web chat from their new website. Moreover, the auto company has taken over the responsibility of monitoring its communication by keeping a track of all emails, calls, and all other correspondences via a single platform. It will assist them to better strategize their business and improve their way of interaction with the customers.
Booth said that when they sought the help of Node4 to find a solution to increase their productivity, communication, and client relationship, they were surprised about the appreciation somewhere else of how advancing technologies can revolutionize a business. In the auto trade business, there is an inclination to consider IT as a cost rather than an investment that produces valuable returns.
The solution that was given by Node4 makes sure that all kind of contact (coming from various channels) are queued up and responded to suitably and the agents had all the customer info they needed at their fingertips. The application also gives reports for all the channels, thus emphasizing any area where consumer experience could be enhanced.
Furthermore, the software asks the agents to utilize channels in incoming calls by going ahead with other jobs like answering emails through its outbound caller software. For instance, calling all consumers who are due for MOTs shortly and asking them to book appointments. Such an offering lets the companies to add more such communication channels to the mix. Parkway Motor Group is planning to consider including social media by the later part of this year.
The managing director of Node4, Andrew Gilbert said that they had always tried to support their clients in every way possible so as to help them to innovate. According to him, Parkway Motor Group is in its way to develop new ways to work, which will not just be useful to their balance sheets, but also to the customers. By making use of technology in newer ways, the innovative companies can distinguish themselves from their competitors in a highly competitive market.