By Adeendren Iyan – It’s Not You; It’s Your CRM! As a vehicle dealer aspiring to ramp up your online dealership business, you must be working hard to leave no stone unturned—designing your website, listing various cars, posting regular content, sending emails, and whatnot. But if you feel your efforts are going in vain, then rethink before paying the subscription fee to your regular CRM. Instead, switch to a tailor-made tool that perfectly suits your business and see the difference.
Yes, we’re talking about Automotive CRM, a technology that simplifies the sales process in the automotive segment.
But before we dig into the functionalities and benefits of Automotive CRM to help increase sales, let us first understand what it means.
What is an Automotive CRM?
Let’s face it, buying a car, or any other vehicle is a considerable investment. So naturally, automotive buyers are always extra cautious before making a purchase. They want to do extensive research and study the product carefully. And for this, they reach out to you with their queries via your business website, social media handles, emails, SMS, and every possible touchpoint.
An Automotive CRM tool is a software specially designed for digital dealership businesses that helps dealers record every customer interaction with their business. It enables car dealers to build meaningful relationships with their prospects and existing clients by providing them with a personalized experience.
Here Are The 8 Key Benefits Of Having An Automotive CRM For A Digital Dealership Business
1 – Excellent Customer Service
Building relationships with your customers is not a walk in the park. Like customer service management works to improve the overall customer satisfaction by solving all their inquiries, a powerful CRM can help you build a sturdy bridge between your customers and your business.
Your CRM will provide you with the data on the activities, preferences, queries, and insecurities your customers face before buying a vehicle. You can leverage such information to offer a white glove customer service or while planning your next marketing campaign.
With a robust automotive CRM, you can build a strong customer service system and communicate with them on every platform from a single center point. Having such a system lets you solve your customers’ problems with the product even after purchasing, allowing you to build meaningful relationships with them.
2. Streamline Buyer’s Journey
An automotive CRM can make your lead conversions smoother. Your automotive CRM will help you keep your prospects hooked with your business right from the time when a lead checks out your website to make the final purchase and even beyond that (more on this later)
3. Effective Communication With Suppliers
Apart from effectively communicating with customers, a car dealer must also be in touch with suppliers and OEMs. For example, suppose your potential customer who lives somewhere near your car showroom shows interest in going for a test drive on the OEM’s website. The OEM will inform you through the CRM and share requisite details about the customer to easily schedule an appointment and serve that customer in your showroom.
Again, in a B2B venture, you, as a dealer, have to show interest in your vendors’ products (vehicles in this case) before you sign a deal. You have to be sending them RFPs (Request for Proposal), RFIs (Request for Information), and RFQs (Request for Quotation), and other kinds of business-related conversations.
Now, communicating in such a complex business system gets tougher with time. An Automotive CRM will help you make it simpler by providing separate virtual conversation rooms and chat boxes for each opportunity coming your way.
4. Single Source Of Truth
Apart from the communication history, you will have access to every little information about your business on your CRM. It includes data, leads, reports, sales pipelines, analytics, customer profiles, and so on. You won’t have to juggle around from email to email to search for any specific detail.
With such a friendly tool by your side, you can manage your business with more transparency.
5. No More Lost Leads
Has it ever happened that you got to know about a lead, approached them but didn’t follow up? Or even worse, do you forget to add them to your database? If yes, you can imagine the number of lost opportunities. This is where your CRM will help you solve this problem.
When you record every interaction and activity of your prospects on your database, you won’t lose out on any lead for your future marketing campaigns. Instead, you can put those leads in your sales funnel and nurture them with your valuable content.
6. Personalize Customer Experience
Apart from planning personalized marketing campaigns, an automotive business also provides other customized services to its customers. For example:
- Reminding your customers about the servicing according to the needs of their cars.
- Telling them about the latest collection of your showroom based on their purchase history.
- Informing them of the latest offers and discounts.
- Attracting them by sending a personalized set of car parts and other essentials as per their purchase history and car requirements.
7. Better Team Collaboration
Let’s be frank, communicating on an intricate and critical business topic via emails becomes frustrating after a while. And when you and your team can look into every detail on every customer right on your CRM dashboard, why would you discuss your ideas anywhere else!
Therefore, having an Automotive CRM is a must. You can keep a history of every brainstormed idea and quickly share information about every customer. Even if someone new joins your team, they would have access to past discussions and ideas that can help them quickly learn about your business and clients.
8. Win The Aftermarket Game
Since car dealers make significant profits from the automotive aftermarket/after sales (after the car has been purchased), they can’t compromise on the quality of their customer experience while providing services. This aftermarket includes:
- F&I (Finance & Insurance). It includes services like providing car loans, leases, warranties, etc.
- Selling car parts and offering car servicing is another way to keep the money flowing in the dealership business.
A car dealership is more than just selling cars. And you have got to keep your CRM ready to manage such diverse and long-term customer relationships. Right from shopping for a car and car parts online to scheduling an appointment for the servicing, your automotive CRM will keep your customers in the loop.
A car dealership is no doubt a unique business model. Apart from acquiring customers and selling them cars, you also have to retain them by providing various other services. And when a business is so diversified, it’s only fair that it demands a robust system like an Automotive CRM itself.
Adeendren Iyan – Founder
+91-6369018928 | linkedin.com/adeendren
If you like the content, we would appreciate your support by buying us a coffee. Thank you so much for your visit and support.