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Car Maintaince System


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The car-buying experience is the ultimate love/hate relationship: People love to drive away with a new set of wheels, but the process that puts the keys in their hands historically has filled most consumers with fear and loathing. Now, few of the world's largest and most tradition-steeped industries is finally catching up with the changing face of customer interaction--largely for its own survival.

Manufacturers have lived to regret that arrangement. By absolving themselves of all responsibility for customer contact, they're losing a big piece of control of the channel, say industry experts.

There is little doubt that the charge for a truly vertical CRM solution needs to start at the top. Dealerships are traditionally extremely conservative in their use of technology, and even the largest and most modern dealer groups boast a tiny fraction of OEM resources and reach a small minority of the customer base.
The potential payoffs for the industry are enormous. In general, good CRM drives out bad sales and marketing efforts and, according to David Nathanson, director of retail automotive operations for PricewaterhouseCoopers, those expenditures can reach 30 percent of the cost of a new car.

In an increasingly multichannel world, automakers are discovering with the rest of the enterprise community that their target audience is uninterested in the details. "Customers don't seem to remember if they phoned you or wrote you or visited the dealer, but they do remember the product," says Charles Kirk, general manager of GM's enterprise customer management (ECM) program. Until recently, the automotive industry's distribution systems distanced the auto manufacturers from the end customer. Once the car was off-loaded to the dealer, the original equipment manufacturers (OEMs) were paid, so other than making sure the dealer could continue to move inventory, they really didn't have a vested interest."
In the automotive marketplace, it takes more than just great design or low price to succeed. Great service is a continuum that reaffirms satisfaction and builds loyalty. And, in a world full of social media networking and internet review sites, every happy customer is a potential advocate, while every dissatisfied customer, is a potential detractor.
At Netlink Group, our goal is take the concept of the happy customer advocate to the next level – and turn your customers into raving fans. Our Contact Center, Social Media Management and Customer Relationship Management (CRM) solutions offer a clear and proven path to strengthening customer touch points between you and your customer base.
Whether you are a dealer or service center provider, our CRM solutions are designed to empower your contact center agents, sales agents, or customer service representatives:
  • Generate positive word-of-mouth in the age of the empowered consumer
  • Improve buying and service experiences for dealers and consumers while controlling costs
  • Leverage social media and mobile channels to improve customer service and increase sales
  • Leverage consumer insights to make better decisions across the enterprise
  • Effectively manage liability claims, recalls and adverse events while protecting the brand
  • Proactively communicate with consumers to stand out among competitors.

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