Fixed Ops Magazine 2023 Vol 20-3 - 50

PARTS DEPARTMENT BY BRIAN SERVATIUS
FIXED OPS
OMNICHANNEL
STRATEGY
Adopt and Enhance Your Omnichannel Offerings to
Create Closer More Universal Customer Relationships
I
n today's market, dealers must adapt to the changing
eCommerce landscape to stay ahead of the competition.
An effective way to do this is by adopting an
omnichannel strategy - effectively engaging customers
both in the dealership and online. An omnichannel approach
focuses on providing a seamless customer-centric
experience across various selling channels throughout
the dealership. By integrating online and offline
touchpoints, dealers can enhance their customer experience,
increase retention, and generate more revenue.
Ultimately, this can reinforce brand loyalty and promote
a positive image for the dealership and OEM.
WHY ADOPT AN
OMNICHANNEL STRATEGY
An omnichannel strategy aims to create a frictionless
experience for customers, whether they are shopping
online or in person. This provides a unified brand experience
across multiple customer interactions and ensures
customers feel valued and supported, resulting in higher
satisfaction rates. Through this experience, dealerships
can foster long-term customer relationships, encouraging
brand loyalty and driving repeat business through
whichever channels their customers prefer to use. This
will also enhance the customer experience, increase
parts and service cross-shopping, and ultimately contribute
to greater overall dealership success.
When a customer engages with the service lane or purchases
a part, your dealership collects information on
the customer and their vehicle, including year, make,
and model. This data, along with purchase history, helps
dealers upsell products and make recommendations. In
addition, this allows the dealership to provide a more
personalized shopping experience throughout the entire
dealership while effectively more revenue and building
brand loyalty.
CREATING A SEAMLESS EXPERIENCE
BETWEEN PARTS AND SERVICE
An omnichannel approach for your fixed ops departments
involves creating a seamless experience for both
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Fixed Ops Magazine 2023 Vol 20-3

Table of Contents for the Digital Edition of Fixed Ops Magazine 2023 Vol 20-3
