DMEautomotive’s unique Customer Interaction Center (CIC) was designed to provide our client’s with the ability to effectively communicate with their customers at the right time with the right message. Using the most current state-of-the art technology, the DMEautomotive CIC is available seven days a week and provides inbound and outbound customer contact applications that are both creative and flexible based on the needs of your business.
The DMEautomotive CIC Advantage
DMEautomotive’s progressive Customer Interaction process is designed to enhance the customer’s experience by using techniques designed to conduct reciprocal conversations with your customers and prospects versus delivering an impersonal script.
This innovative interaction process improves the overall performance of the predetermined objectives of each call as required by our clients by putting their customer at ease during the calling process.
When the customers are at ease, they are more responsive to the intended message of the call, which greatly enhances its overall effectiveness.
CIC Telephony Options
CSI Surveys – Follow up with Sales and Service customers 24 hours after event to validate satisfactions levels using a combination of open ended conversations and controlled questions. Also, can handle customer inbound return CSI calls and survey
Service & Sales Report Card – Survey service or sales customers within 24 hours of the event to ensure a quality customer experience associated with a predefined store process (employee process report card)
Unsold Prospects – Contact potential customers from
Showroom Control lists within 24 hours of event to schedule appointments with management and/or survey overall customer experience
Vehicle Buyback/Equity Renewal – Unique survey call to DMS existing customers to validate vehicle ownership and satisfaction, then schedule an appraisal appointment with a sales manager
Lost Customer Call – Contact inactive customers to identify ownership status and to determine reasons for customer defection. If appropriate, offer an incentive to set an appointment
Outbound Service Appointment Setting – Contact past due service customers from a predetermined reminder list to schedule appointments
Inbound Service Appointment Setting – Answer Service Department calls or “overflow calls” to set appointments, Provide information, or to “bridge” back to the dealership to ensure contact (7 days per week)
Virtual BDC – Answer all or just overflow inbound calls to specific or all numbers to ensure immediate response to call and follow up (7 days per week)
Proactive Campaign Follow up Calls (after a mail or email has been sent to prospects or customers) – Schedule an appraisal or sales manager appointment
Internet Lead Follow Up – Call Internet leads upon receipt web site to set appointments to ensure prompt follow up and control
Custom Lead Generation – Using predefined lists from different sources, contact prospects to set appointments or gather information.
Integrated with leading 3rd party applications, such as CRM and service scheduling programs tointeractively create appointments directly into dealermanagement systems.
Outbound
Predictive Dialing System
· Most advanced system available
· Dials multiple lines simultaneously
· Direct electronic transmission and processing of data
· Timely and accurate reports
· Customizable to meet your business goals
· Industry standard Adobe PDF and Microsoft Excel formatted reports
· State-of-the-art voice logging technology
· Password protected reporting portal
· Best quality control process in the industry
Inbound
· State-of-the-art calling system
· Enhanced capabilities allows for databased queries, voice response units, call transfers, messaging and other functions
· Multiple voice response capabilities for real-time data response rates
Quality Assurance Measurements
To ensure the quality and integrity of our Customer Interaction programs, we use quality assurance processes designed to exceed the expectations of our clients. Enhanced customer service skills are the core of our training programs and are emphasized throughout the curriculum as well as continuing everyday at the CIC agent level. To maintain quality standards our Quality Assurance team monitors CIC agents throughout their interaction cycles to evaluate specific areas of the CSR’s performance.