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Parts Services Strategies

3 keys to improving customer satisfaction in the Aftersales Department

Did you know that customers are willing to pay up to 16% more for a product if they are offered a great purchasing experience? This fact reinforces the need to actively work on customer satisfaction and retention. In this article we will tackle three key points in aftersales to offer a superior customer experience.

Strategy 1 | Be prepared for customer purchases

If a customer asks for ten parts but you only have a few, not only could you lose the sale, but much worse: the customer may begin to analyze other buying options. To avoid this situation, it’s important to measure your Fill Rate.

This indicator compares parts demand with your available inventory. The higher the indicator, the closer you will be to meeting customer demand. If you detect that this KPI drops below 85%, you should take action.

How to improve this KPI

To improve your Fill Rate, the solution is in the data.

First, you need to work with the information offered by your dealer management system (DMS) to discover trends, customer purchase habits, and the months with a higher demand for certain parts.

Modern dealer management systems simplify this task by suggesting the parts purchases you should make, through the analysis of statistical data based on recurrent stock movements. In this way, dealers can avoid two critical situations: out-of-stocks and overstock.

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Strategy 2 | Streamline communications with customers

Customers expect most of the commercial process stages to be online. When deciding where to buy or service their vehicles, they prefer to solve all or part of their needs from their PC or mobile device. So, what can you do in your dealership?

  • Streamline the customer experience for booking appointments by using an online scheduling tool.
  • Automate the delivery of invoices.
  • Provide customers with self-service access to their account information so they don’t need to call.
  • Send business proposals via WhatsApp or Telegram.
  • Send communications of interest, promotions, and suggestions to customers that use specific vehicles (Service Marketing).
  • Suggest seasonal maintenance services before customers search on their own.

These are some examples of small actions that have a positive impact on the customer experience.

Strategy 3 | Build a relationship beyond the purchase

Surveying customers that bought a vehicle or came in to the workshop lets you know which aspects of the service offered can be improved.

Today you can carry out surveys through free or paid web tools that are relatively quick to set up. But the crucial point is to be certain that your DMS or CRM provides the right information on the customers to contact.

Survey example

  • How would you rate your overall experience in the workshop?
  • How satisfied are you with the jobs performed?
  • Would you recommend us to your friends and family?
  • Other comments

With these questions, you can obtain an overview of the experience as perceived by the customer, to enhance your strengths and revert your weaknesses.

Customer retention and satisfaction in the Aftersales Department is key to selling vehicles, parts, and services. Taking actions with the aim of offering a superior customer experience can extend and boost the relationship with your customers.

Contact us to receive more information about how Autologica Sky DMS can provide you with solutions, and a Sales Consultant will assist you right away.