Fixed Ops Magazine 2022 Vol 19-6 - 20

FEATURE BY ANTHONY GIAGNACOVO
CALLING UP
SERVICE
GROWTH
Growing Your Service Department, One Call at a Time
V
ehicle service is top of mind once again for
many customers as we head into the second
half of 2022. As reported by Cox Automotive,
June vehicle sales are down 7.75% and yearly inventory
sales predictions have been re-forecasted to 14.4M.
This indicates that many customers are making the shift
to holding on to their vehicles longer, including getting
their cars serviced and maintained instead of choosing
new acquisitions.
In a recent CallRevu call tracking data analysis, reporting
shows that dealerships are experiencing a 14.8% increase
in service department calls per month in 2022.
Sadly, over 38% of calls are going unanswered due to
being abandoned, mishandled, or sent to a voicemail.
This uncovers the need to ensure every call is tracked,
managed, and documented to ensure your customers
are getting the proper care they demand. Otherwise, regardless
of your best marketing efforts, your customers
will quickly recognize they have choices and will take
their business to your competitors - neighboring dealerships
or independent repair shops. If they do this, you
20
will have missed the opportunities you generated and
your CSI scores could possibly be lower as a result.
How can you avoid these pitfalls? Incorporate a communication
intelligence platform that provides call management
for your entire dealership - from sales, service,
to marketing and online retail. Here are best practices
to consider.
COMMUNICATION INTELLIGENCE ISN'T
JUST FOR SALES
A communication intelligence (CI) platform isn't just for
managing inbound sales inquiries. It should be considered
a valuable asset that helps manage all call activity
across your entire organization. It's a data intelligence
solution that provides analytical metrics to identify how,
when, and why your customers are calling you.
CallRevu recognizes that the average dealership monitors
over 500 monthly calls going to Service alone.
Being able to track and manage this call volume can
Fixed Ops Magazine 2022 Vol 19-6

Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-6
