Case Study

It was 5:50 PM when our guest services operator answered an inbound call from a service customer. She had an oil change reservation at our South County location at 6 PM and was stuck in traffic about 20 miles away. She was calling to cancel the reservation, but we had other options in mind.

Because our call center had real time access to the shop schedules of all 4 of our county franchises, our guest services operator saw that an opening was available at our Central County facility. So she inquired about the customer’s location and found that she was only about 5 minutes away. Our operator provided directions and advised the service department of the updated schedule both by phone and electronically.

Today, customers require flexibility from retail services. Those companies that provide options will be those who retain their customer base. As you can imagine, the customer in this case was ecstatic with the service and we were able to keep the reservation and the business. The call center also helps with shop loading and scheduling.  In addition, it frees the service advisors from taking reservations and allows them to be on the drive or in selling activities.

For those retailers who don’t have multiple points, you can still provide alternatives that will help you compete with the larger dealer groups. These include shuttle services, home pick up and/or loaner cars. Some dealers even have mobile service units for oil changes and minor repairs.

We have experience in call center development and training. Contact us for more information.