The telephone has been used as a business tool for a century.   Once upon a time it was the primary method of communication between a dealer and a customer when the customer wasn’t physically in the dealership.

Nowadays, of course, we have various other method of communication such as email, text message, web forms but the most stressful of these from a customer service perspective is the telephone.

It starts when the call rings, as a dealer, we desire to deliver efficient and high quality customer service.   A phone call gives us an instant opportunity to gain success or failure.

From a customer perspective, success is being able to speak quickly to the person they need to talk to and deal with their requirements as quickly as possible.

Integrating your telephone system with your DMS can be a fast-track way of improving the ability to deliver on this expectation.  

By integrating, whilst the phone is ringing, the interface with the DMS can be looking up by the phone no who the customer is, and show any current transaction or interaction with the dealership – so do they have a service repair order open and if so who is the service receptionist they deal with and what is the status of the job.

Knowing this information before you even answer the phone prepares for the potential conversation ahead.    No waiting for the otherwise inevitable “let me find who can help you” or “let me just get that on my computer” etc.

This has a massive benefit to the customer, but also to the dealership team members – who can deliver these high levels of service quicker and more efficiently.

It’s a genuine win-win.

Most DMS systems can be interfaced to most modern telephone systems.

Action: -

1.      Review if your Telephone System supports “Computer Telephone Integration”

2.      Review if your DMS supports the same

3.      Connect the two!

4.      Sit back and enjoy the benefits