Service Appointment Integration - how does your DMS connect with the CRM? do you use another form of software? If so, how do they connect? Do you have an accurate picture of your customer's account for both sales & service?
We spend so much time and effort booking service appointments! Whether that is online, by phone, text, or email but do we spend enough time tracking them? Do your systems even connect? Such as your CRM, DMS or Service Software? If you have to take a moment to think it about - they might not be!
All too often in our industry, we have to have a vendor for each department - sales, service, and a system for accounting - the dreaded DMS, which of course houses all of the vital customer information. But are the appointments that are booked connected to both the CRM, DMS & Service software?
(the new trend for software is to move to an all in one platform CRM & DMS - this is the new way of handling a customer account)
Do the appointments go into the abyss? Do they go to your CRM for general lead submissions? Does anyone check that?
In our one dealership, we have three different systems to manage & maintain service appointments. After reviewing the CRM, we were able to add the appointment software they use to the CRM. Linking the information together.
Another benefit in linking all of the appointments together was the ability for the service advisor to manage their schedules. Whereas before, the advisor might have - unbeknownst to them - overbooked their schedule. Not allowing them to offer the right level of customer service for the customer in the lane - leaving the customer in the lounge for far too long.
The problem with not having your software linked is the advisor is not able to see the complete profile of the customer. Having the complete profile of the customer allows the advisor to be more effective in working with the client. Especially given that is incredibly difficult if not impossible to remember everyone's name.
The customer, however, does feel more important when s/he is greeted by their name or acknowledged for their loyalty to the dealership. Something as simple as recognizing their loyalty can increase the dollars spent per RO leaving both the customer and the service advisor happy!
Are your appointments linked across your different systems? How do you track service appointments?