Advertisement feature from TekCor4
TekCor4’s aftersales solutions help retailers maximise conversions, improve retention and enhance the customer journey. These solutions ensure customer interactions are data-led, allowing for accurate, timely and relevant communications that can power aftersales growth at scale.
Recent research from Direct Line Group shows that one in 10 car owners do not have an up-to-date service on their vehicle and one in 20 are unsure when their next service is due. Central to TekCor4’s offering is VoiceBox Aftersales, some retailers will know this as Catalyst for Aftersales (CFA), which automatically predicts relevant service and repair work that vehicles are likely to require. It does this by drawing on vehicle maintenance schedules and alerts, and combining them with vehicle invoice datasets held within the user’s dealer management system (DMS).
The result is highly accurate and tailored insight into essential aftersales work that might be recommended or mandated for a given vehicle, which can then be fed into automated digital marketing activities.
A complete view of a vehicle’s needs
Previously, dealers had to rely on manual processes to track and schedule various jobs that might be required on a vehicle in the future. VoiceBox Aftersales utilises a direct link to access manufacturer information, combined with analysis of previous invoices for work completed, to equip workshops with real-time updates and predictions for MOTs, services, and automatically highlight any other aftersales work the vehicle is likely to need. This is guided by previous vehicle history and additional maintenance prompts from the OEM, such as gearbox, cambelt and brake fluid work needed, as well as safety recalls.
VoiceBox provides dealers with the opportunity to turn these insights into service bookings, shifting customer communication from reactive to predictive, driving stronger retention as dealers can be seen to be anticipating customer needs. Data shows customers expect the retailer and OEM to be ‘joined up’ in this way, and they respond best when these various jobs can be combined into fewer workshop visits.
Communication at scale
AI-enhanced VoiceBox tools allow retailers to send customer communications at a scale beyond what would be achievable through a manual process. Dealers can send automated, personalised emails and SMS to all applicable customers when vehicles are due for regular service and maintenance work, as well as critical OEM-mandated jobs or for targeted seasonal campaigns. Using automated messaging, each customer can receive timely, relevant communication specific to their vehicle with minimal strain on the aftersales team.
Alongside including a link to book an appointment, communications can also include the option to value their vehicle, helping pique the customer’s interest and allowing the retailer to offer a test drive while their vehicle is in the workshop, driving interest and revenue potential for the sales teams.
Jeremy Evans
Director: Marketing Services