The automotive retail is currently facing an increasingly large number of lead generating channels caused by a general incline wide-spread digitization. It is therefore absolutely essential to respond to each and every enquiry in a timely and most efficient manner to ensure high customer satisfaction. The effisma.group is actively aiding dealerships in evaluating, defining and executing processes, structures and systems in order for them to be able to meet the requirements and challenges posed by an increasingly digital environment. This is achieved by implementing a professional lead management solution.
The current digital era has seen dealerships receiving enquiries for both new and used vehicles or aftersales services through a host of different digital channels. This has left many dealerships with the challenge of having to match pre-digital processes and structures with current times and customers, who expect and are accustomed to receive individual information in a timely manner.
The aim of effisma is to support the automotive retail by clearly structuring the generation, pre-qualification, processing and measuring of enquiries through different lead channels and thus ensuring that said leads can be utilized in a timely and customer-oriented manner. Our consulting approach is to support our clients through all necessary steps along the way by offering a complete solution starting with an analysis and conceptional phase, then setting up and executing a test-phase all the way to the actual roll-out and finally coaching the relevant employees.
One core part of our consulting services in this field is the implementation of business development center concepts. Having been active in this field for over a decade, we are able to create custom-made, individual solutions based on our extensive expertise.
Utilizing such Business Development Center (BDC) concepts allows for all customer enquiries generated by a variety of channels to be collected, pre-qualified and structured through one clearly defined touch-point before they are being transferred to the relevant departments and contact persons. This allows for all enquiries to be dealt with in a customer-oriented and timely approach by the relevant department. Such transparent processes also allow for measuring and thus constant and specific business steering based on clearly defined KPIs in order to reach a stage of continuous improvement. Additionally, it is also possible to measure and compare the usage or conversion rates and efficiency of individual digital channels and the effectiveness of marketing solutions carried out by these channels.
It is certainly time to start utilizing the abilities and opportunities of contemporary lead management systems to ensure that current and future automotive retail challenges can be met. Let’s take on this challenge together!