Transforms BDCs Into Powerful Retention, Efficiency And Profit Drivers
Toronto and Detroit, March 7, 2018 – Dealer-FX, the leading customer experience management
provider for automotive OEMs and their retailers, announced the release of Customer Connect 3.0, an
enhanced, innovative and powerful BDC communication tool for dealers. As dealers increasingly utilize
business development centers (BDCs) to interface with customers, Customer Connect gives agents
valuable new capabilities to improve the customer experience and drive cost efficiencies. It controls all
inbound and outbound communications via text, phone, and email, aligning message delivery with
customer preferences to provide a frictionless experience.
Powerful Customer Retention Tool
Customer Connect runs targeted campaigns designed to reach the right customers with the right
message at the right time. It includes BDC Accelerator®, a sophisticated auto dialer that greatly improves
agent efficiency. BDC Accelerator automatically dials each contact. If voicemail picks up, a single click
leaves a professional pre-recorded voicemail while the agent calls the next contact. It can also run
personalized text and email campaigns. Customer Connect generates targeted outbound campaign lists
and call scripts for all of the following campaign types:
• Recalls and software updates
• Declined and deferred services
• Lost souls and potentially lost customers
• Missed appointment reminders and follow-ups
• Overdue for service reminders
• Special and seasonal offers
Efficiency, Profit and Customer Experience Driver
Customer Connect expands the capabilities of the BDC by linking directly to the Service Dashboard,
giving agents access to real-time information that only service advisors previously had. It frees advisors
to spend less time answering vehicle status questions and more time serving customers in the
dealership. Since BDC agents are almost always available, customers don’t play phone tag with advisors
or wait on hold for information, improving their experience. Customer Connect lets BDC agents engage
with customers in multiple ways:
• Provide vehicle status updates and promise times
• Have text conversations with both customers and advisors
• Provide information about outstanding recalls and software updates
• Make and change service appointments
• Answer questions about factory and dealer recommended maintenance
“We are extremely excited to offer our dealers a product with so many valuable capabilities,” said Gary
Kalk, President and CEO of Dealer-FX. “Customer Connect takes the dealership BDC to a whole new
level, using every communication channel and reason to connect with customers to drive retention,
revenue, improved efficiency and a seamless customer experience. It also provides a simple and easy
solution for dealers to communicate with their customers.”
Customer Connect is included with Dealer-FX’s ONE Platform at no additional cost. As with the entire set
of ONE Platform solutions, Customer Connect uses certified, bi-directional integration with the DMS and
leading third parties, and shares data across all of its solutions. It also includes comprehensive reporting
and analytics at the customer, campaign and agent levels, helping dealers utilize their resources most
effectively to grow revenue and profits.
About Dealer-FX
Dealer-FX is transforming how millions of consumers interact with automotive brands and their retailers.
Our customer experience management platform uses advanced data analysis and mobile applications to
deliver convenience, transparency and trust to consumers, and increased efficiency, profitability,
retention and brand loyalty to OEMs and dealers. The company is backed by the strength and resources
of HGGC.
Dealer-FX’s core offering, ONE Platform, is comprised of seven components, which along with the
Service Dashboard, manage the entire service experience from initial contact through drive-off and to
next visit. It delivers the best dealer service experience. Period.
Dealer-FX is the exclusive or preferred service technology provider for FCA, Nissan, Infiniti, Toyota,
Lexus, Audi, VW, Mitsubishi and several other OEMs in the US and Canada, and has more than 2,500
dealership clients. Dealer-FX is based in Toronto, ON, and maintains an office in Rochester Hills, MI. For
more information please visit dealer-fx.com, or connect on Facebook, Twitter and LinkedIn.
Contact:
David Sturtz, Chief Marketing Officer
(877) 493-0039 x216
[email protected]
