digital transformation in motor industry
TRANSCRIPT
Digital transformation in motor industry
Communications are evolving – are you?
Live chats, next generation showrooms, mobile applications… With car buyers becoming more knowledgeable, dealerships must continuously evolve with technology platforms to find new ways to attract new customers and nurture existing relationships.
Car buyer #1: Matt MobileInstant messaging, videos, SMS, social media, live chats.... Matt wants access to information 24/7 - anywhere and on any device.
INTERNET IS THE #1 INFORMATION SOURCE
FORCAR
BUYERS.
63%OF CAR BUYERS WATCH ONLINE VIDEOS BEFORE
MAKING THE BUYING
DECISION.
HOW TO ENGAGE WITH MATT?Unified Communications and Cloud solutions help you to communicate with customers like Matt.
Car buyer #2: Nicky No-ResponseNicky wants continuous communication, from making the purchase to after sales services - on the phone and online.HOW TO ENGAGE WITH NICKY?Centralisation of your teams and information is the key in providing desired information to customers like Nicky.
Multimedia platforms enable your workforce to bring together key activities and dedicated teams that are skilled to the right level.
1 in 3
CUSTOMERS
CAN’T GET THROUGHBY PHONE
Car buyer #3: Pete Personal-Touch
Pete believes in personalised service. He doesn’t like to be kept waiting at the dealership and expects to be known from his previous visits.
78%OF CAR BUYERS
BASE THEIR DECISION
ON DEALERSHIP EXPERIENCE.
HOW TO ENGAGE WITH PETE?A centralised infrastructure integrates voice and video communications with other applications, such as DMS, and delivers a consistent end-user experience - inside and outside of your business.
Employee #1: Sam the SalesmanSam needs tools to communicate with customers. If only he could concentrate on selling instead of struggling with poor network & IT systems...HOW TO HELP SAM?A reliable network takes away the distraction, allowing Sam to focus on selling and providing an excellent experience to customers who visit the dealership. With a high-performance network Sam can download brochures and access information quicker making his day more productive.
60%OF STAFF BLAME
TECHNOLOGYFOR POOR
PERFORMANCE.
Employee #2: Anna the AgentAnna wants to provide excellent customer service but the relevant information is not at her fingertips. It doesn’t help that callers are frustrated with long queues.HOW TO HELP ANNA?Our Voice platform provides you all the call routing, queuing and monitoring tools you need to ensure calls are answered quickly and efficiently.
Voice recording helps Anna to expand her skill set and develop as an employee whilst delivering first class
customer experience.
45%OF CUSTOMERS
THINK CALLING A COMPANY IS
THE BEST WAY TO GET A PROBLEM SOLVED.
Employee #3: Tim the Technician
Tim is suffering from slow manufacturer diagnostic tools which is reducing his productivity. HOW TO HELP TIM?A high-performing, reliable network in the core is essential when operating the latest tools and technologies, which enable Tim to be as productiveas possible.
Ocean’s Connectivity solutions improve Tim’s work flow by providing quicker access to information and tools.
42%OF STAFF ARE
MORE PRODUCTIVE
DUE TO RAPID ACCESS TO
INFORMATION.
Communications are evolving – are you?
Maintain highest
customer service levels
Stoplosing calls
Leverage the best
value from your DMS
Ensure your
employees are skilled to the right
level
= Improved customer experience
We help you to:
