Customer Relationship Management Using The Dealer Management System
- 1. Customer Relationship Management Using The Dealer Management System Customer relationship management (CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support. The customer management helps understand: Customer requires Address customer queries appropriately Improve customer satisfaction Increase customer retention Reduce marketing expenses for acquiring new customers Anticipate future needs and preferences of the customer Increase operating efficiencies. Improve targeted marketing efforts of customers and prospects. In the normal course of affairs, customer follow was carried out as a manual process with the help of registers and excel sheet – maintained manually. This was a tedious and a difficult process. A lot time of had to be spent in manually updating the details and having to follow up with respective clients. The implementation of the Dealer Management System allowed dealerships to now automate the customer relationship module to improve customer follow up and customer satisfaction levels. Some of the key aspect of the DMS customer management module have been enumerated below: Automated alerts on vehicle servicing: This ensured that customers would not have to worry about missing servicing deadline nor were they unnecessarily disturbed with calls prior to when they had to service the vehicle. Customer and vehicle information: Every time the vehicle is brought for servicing the automated system pulls up necessary information to provide the workshop executive with the appropriate vehicle information. Parts and service history: This options provides the workshop with the history of servicing and changes to spare parts. There by allowing the workshop to carry out appropriate repairs. Warranty & Claims: By automating the warranty and claims process the DMS helps customers receive automated alerts on their warranties and claims. Also reducing the prevalence of spurious and counterfeit products. For the dealer the CRM helped reduce costs and improve efficiencies. By auto allocating leads, triggering regular alerts and centralizing customer data it made the process more streamlined and customer centric.