Dealer Management System – CRM 360° Software

Driving success in every Customer Interaction

A comprehensive 360-degree Customer Relationship Management (CRM) software customized for the automotive industry reshapes the customer experience and enhances sales within vehicle dealerships. This advanced system adeptly captures and organizes leads, maintains detailed customer profiles, and presents a unified customer view, ensuring personalized interactions and averting potential oversights. Automating crucial sales processes, from generating quotes to scheduling test drives and creating invoices, this CRM system streamlines operations from lead inception to deal closure.

Additionally, its robust analytics provide valuable insights, enabling data-driven decision-making. By refining customer interactions, optimizing operations, increasing sales efficiency, and facilitating well-informed decisions, this CRM system significantly enhances overall dealership performance, leading to heightened customer satisfaction and increased sales figures.

Lead Capturing

Capturing leads through an Excellon CRM solution involves employing various tools and strategies to gather information about potential customers interested in purchasing vehicles or availing services. Here’s how an automotive CRM solution facilitates lead capturing:

Here are some standard features of Lead management system:

A

Website Enquiry & Calling

B

Walk-In Lead Capture

C

Social Media Integration

D

Live Chat & Chatbots

E

Email Campaigns

F

Advertising Platforms Integration

G

Mobile App Interactions

  1. Website Enquiry and Calling: Customers have the option to either make a call to schedule an appointment or fill out a form on the website. The CRM captures the information provided through these forms, transforming website visitors into potential leads.
  2. Walk-In Lead Capture: CRM systems streamline walk-in lead capture at dealerships, allowing swift, accurate data entry via digital forms. These tools enable personalized follow-ups, boosting the chances of converting leads into satisfied customers.
  3. Social Media Integration: CRM systems have the capability to integrate with social media platforms, where potential customers often show interest in vehicles. The CRM can recognize and collect leads from these interactions.
  4. Live Chat & Chatbots: Live chat features on websites, manned by sales representatives or AI-powered chatbots, allow real-time engagement with visitors. CRM solutions can store these chat transcripts, converting these conversations into lead data for follow-up.
  5. Email Campaigns: CRM systems enable targeted email marketing campaigns. Leads can be captured when potential customers interact with marketing emails, click on links, or respond to offers. The CRM tracks these interactions and stores the data for further engagement.
  6. Integration with Advertising Platforms: Automotive manufacturers run online ads through platforms like Google Ads and Facebook Ads. CRM solutions can integrate with these platforms, capturing leads generated through ad clicks and form submissions.
  7. Mobile App Interactions: CRM solution can capture leads from app interactions. This includes inquiries made through the app, appointment scheduling, or any other engagement feature.

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Lead Nurturing

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Lead nurturing through Excellon CRM solutions involves personalized communication and targeted interactions with potential customers to guide them through the purchasing journey. By analyzing customer data, CRM systems can automate follow-up emails, send tailored promotions, and schedule timely calls, ensuring consistent engagement. These systems also track customer interactions, helping sales teams prioritize leads based on their engagement level. Through systematic lead nurturing, automotive CRM solutions enhance customer relationships, increase brand loyalty, and drive sales growth.

Features of Lead Nurturing System:

A

Data Segmentation

B

Automated Email & SMS Campaigns

C

Lead Scoring

D

Personalized Follow-Ups

E

Appointment Scheduling & Reminders

F

Feedback Collection

G

Analysis

  1. Data Segmentation: – Classify leads according to factors like interests, demographics, types- Hot/Cold/Warm etc. Segment these leads to customized marketing messages and follow-ups for distinct customer segments.
  2. Automated Email & SMS Campaigns: – Develop email/SMS campaigns tailored to specific lead segments. Automate message delivery and customize content to provide relevant information and offers, nurturing leads effectively.
  3. Lead Scoring: – Apply lead scoring methods based on engagement levels and behavior. Focus on high-scoring leads, offering them immediate attention and personalized interactions.
  4. Personalized Follow-Ups: – Follow-up emails, messages, or phone calls can be targeted according to lead behavior. Create personalized messages that address specific interests and concerns, promoting active engagement.
  5. Follow-up Scheduling and Reminders: – This feature allows businesses to integrate their Enable leads to book test drives or appointments online. Utilize automated reminders and confirmations to minimize no-shows, improving the overall customer experience.
  6. Feedback Collection: – Gather input from leads regarding their interactions and dealership experience. Utilize this feedback to enhance communication strategies and customer service standards.
  7. Activity Analysis: Examine CRM data to assess lead engagement, conversion rates, and campaign effectiveness. Utilize these insights to enhance lead nurturing strategies and optimize the entire sales process.

Complaint Management

Complaint management enables businesses to manage and track customer complaints and feedback efficiently. It allows companies to streamline their complaint resolution process, improve customer satisfaction, and identify areas for improvement.

Here are some standard features of Complaint Management System:

A

Complaint Recording

B

Categorization & Prioritization

C

Root Cause Analysis

D

Escalation

  1. Complaint Recording: Document all customer complaints within the CRM system, including details of the issue, customer information, and date of the complaint.
  2. Categorization and Prioritization: Classify complaints according to their severity levels. Give immediate attention to urgent complaints to resolve critical issues promptly.
  1. Root Cause Analysis: Identifies central problems, guarantees accurate resolutions, enhanced quality, and increased customer contentment.
  2. Escalation: Guarantee that intricate or serious complaints receive adequate focus and are resolved efficiently, with the goal of boosting customer contentment and safeguarding the brand’s image.

Complaint management software can help businesses improve customer satisfaction, reduce customer churn, and increase operational efficiency. Companies can ensure that all customer feedback is addressed promptly and consistently by providing a central location for tracking and resolving complaints.

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Call Center Management

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Call center management software is a technology solution that helps businesses manage customer service interactions via telephone, email, chat, and social media. It enables enterprises to efficiently manage their call center operations, improve customer service, and optimize employee performance.

Here are some features Call Center Management System:

A

Inbound / Outbound Call Management

B

Call Recording

C

Create Enquiry & Complaints

D

360 Degree view of Customer

E

Integration with cloud Telephony

  1. Inbound / Outbound Call Management: AEfficient call centre management involves prompt responses to inbound calls, personalized outbound calls based on customer data, adherence to legal compliance, and continuous agent training, ensuring exceptional customer service and optimized business opportunities in the automotive dealer network management system.
  2. Call Recording: Records all customer interactions for quality assurance, compliance, and training.
  3. Create Enquiry & Complaints: Allows agents to create inquiries, track leads, Complaints and automate follow-ups, enhancing customer engagement and optimizing sales processes in the automotive dealer network.
  4. 360 Degree view of Customer: The CRM module with call center management system provides a 360-degree view of the customer, enabling comprehensive insights into their interactions, purchase history, preferences, and feedback, allowing for personalized service and streamlined communication in the automotive dealer network.
  5. Integration with cloud Telephony: Integrating cloud telephony with the CRM module in the call center management system of an automotive dealer network enhances communication efficiency. It allows seamless handling of calls, automates call logging, and enables real-time access to customer data, ensuring personalized interactions, improved response times, and streamlined processes for enhanced customer satisfaction and sales performance.

Incentive & Commission Management

Incentive and commission management is a tool that helps organizations manage their incentive and commission programs for employees or sales representatives. It automates calculating and tracking commissions and incentives, which can help save time and reduce errors.

Here are some features Incentive & Commission Management System:

A

Commission Calculation

B

Sales Performance Tracking

C

Goal Setting & Tracking

D

Incentive Program Management

E

Reporting & Analytics

  1. Commission Calculation: Automatically calculate the commissions based on predefined rules, such as commission rates, product categories, sales quotas, and performance metrics.
  2. Sales Performance Tracking: Track sales performance data, such as sales revenue, units sold, gross margin, and customer satisfaction, to help managers identify top performers and reward them accordingly.
  3. Goal Setting & Tracking: Managers can set employee performance goals and track progress.
  4. Incentive Program Management: Help manage incentive programs, such as bonuses, awards, contests, and recognition programs, to motivate employees and boost morale.
  5. Reporting & Analytics: Generate reports on sales performance, commission payouts, incentive program effectiveness, and other key metrics to help managers make data-driven decisions.

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Test-Ride Management

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Test-ride management helps businesses allow businesses to manage their test-ride bookings online. Customers can book the test- ride of the products, such as vehicles, bikes, or other equipment.

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