After-sales Service Helps Boost Customer Loyalty for Automotive Dealerships

Given that omnipresent data and individualized recommendations based on consumer behavior are typical of the current times, the distance between dealers and their clients is startling. Customers typically seek out other dealer service centers due to lack of transparency and communication rather than hefty repair costs. Other challenges and gaps in the after-sales automotive market include paper-based processing errors, disparate and siloed systems, human errors due to overworked technicians, and resource barriers such as inadequate training.

Given that omnipresent data and individualized recommendations based on consumer behavior are typical of the current times, the distance between dealers and their clients is startling. Customers typically seek out other dealer service centers due to lack of transparency and communication rather than hefty repair costs. Other challenges and gaps in the after-sales automotive market include paper-based processing errors, disparate and siloed systems, human errors due to overworked technicians, and resource barriers such as inadequate training.

"All the challenges in the automotive after-sales service market directly impact customer satisfaction. This explains why a lack of transparency and lengthy repair delays result in customers losing their trust. However, effective communications and updates about the cost and time required for a job can prevent most of the issues. A simple straightforward communication system provides customers with an achievable, realistic expectation," said Mukul Krishna, GlobalSupply Chain & Logistics Practice Leader at Frost & Sullivan, in the whitepaper "Intelligent Planning: The Magic Sauce for Building Customer Loyalty."

To download the White Paper, click here.

"After-sales service enables automotive dealers to build more sustainable long-term relationships with their clients. Customer experience through after-sales services has the potential to create a substantial and dependable recurring revenue stream," stated Russell Younghusband, Global Automotive Director at Getac.

Dealer management systems (DMS) and customer relationship management (CRM) can be combined with rugged handhelds and digitization to give dealer services center workers access to customer information, including their relationship history. Dealership service centers should:

Getac Technology Corporation is a global leader in rugged mobile technology, including laptops, tablets, software, and video solutions. Getac's solutions and services are designed to enable extraordinary experiences for frontline workers in challenging environments. Today, Getac serves customers in over 100 countries spanning defense, public safety, ambulance, fire & rescue, utilities, automotive, natural resources, manufacturing, transport, and logistics.

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