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New suite of inbound/outbound BDC solutions saves hundreds of thousands of missed sales and service revenue dollars; increases customer satisfaction and retention
Daytona Beach, FL–June 4, 2012 – DMEautomotive (DMEa), the science-inspired, results-based automotive marketing leader, introduces MasterCallSM to solve a critical gap in customer relationship management that costs dealerships hundreds of thousands of dollars per year: missed and mishandled sales and service calls.
MasterCall’s inbound/outbound BDC and call management solution covers the gamut of contact management needs from first appointment campaigns to backstop/overflow call management, all supported by DMEa’s onsite call center dedicated exclusively to the auto industry.
“At DMEa we believe that every missed call is a big deal because every mishandled call is lost revenue,” said Mike Walther, president of DMEautomotive. “Our data shows that with backstop call handling alone, service revenue can increase an average of nearly $18,000 a month – or well over $200,000 a year*.”
MasterCall brings the benefits of complete operational efficiency - increased revenue, customer retention, and improved CSI - to the dealership’s service and sales operations. Offering a flexible, scalable, and affordable set of solutions, MasterCall provides dealers with as much, or as little, service as they need to succeed:
MasterCall Backstop Call Handling – answers inbound calls that come in to the dealership outside of business hours or when operators are busy – live 24/7.
MasterCall Solutions - outbound service and sales lead calls covering unsold follow up, lease renewal, Internet prospects, CSI and targeted sales opportunities, as well as appointment setting, lost customer, no-shows and more.
MasterCall Inbound Appointment Setting – ensures that all service calls are consistently answered, appointments are set, and inquiries are handled, regardless of call volume, plus tracking and reporting.
MasterCall Plus - outbound sales and service lead generation calls, as well as inbound service appointment setting call solution.
Dennis Buchanan, General Manager of Honda City Long Island, NY saw quick results from MasterCall: “We noticed a huge improvement in the flow of the shop. DMEa has always been professional with our customers and our staff has found them easy to work with.”
100% Automotive-focused Agents
Unlike many other offerings in the industry, MasterCall backs up its product with an onsite staff of dedicated professionals, each of whom has been through an extensive selection and training program that ensures they offer a consistent customer experience, are up-to-date on the industry, and are as kind, friendly and familiar with the specifics of each dealership as its own personnel.
Ron MacEachern, General Manager of The Suburban Collection, Troy, MI said: “Your call center is amazing. They do a better job talking to my customers than my employees do. I actually use your agents’ process in my sales and service meeting as the benchmark for what I expect from my employees when they answer the phone.”
MasterCall is available to all US dealerships. For more information on the product, click here.
* The average dealership studied by DMEa had an average of 205 inbound backstop calls each month. With MasterCall Backstop, the average appointment-setting rate for those dealerships increased to over one out of three (36%), or an average of 74 appointments a month. Multiplied by the average Repair Order amount ($240), DMEa estimates dealerships can increase service revenue on average by $17,760 a month just by using MasterCall Back Stop Call Handling.
DMEautomotive (DMEa) is the industry leader in science-based, results-driven automotive marketing, and provides turnkey marketing to the largest and most innovative automotive organizations, from automobile dealerships to many of the largest aftermarket companies in the U.S. DMEa's uniquely panoramic view of the complete automotive sales and service market, combined with its cutting-edge, science-based marketing programs, increases customer yield, conversion and retention.
DMEa does not take marketing performance on faith, and each product and service is measured by a simple, precise scientific approach: Is it true? Prove it. Will it work? Test it. Does it generate results? Show it! Supported by DMEa’s proprietary, cloud-based Red Rocket Technology Platform, the DMEa product suite includes science-based, data-driven, multi-channel customer acquisition and retention marketing programs; best-in-class campaign reporting; data management and analytics; auto-focused Customer Interaction Center solutions, and complete on-site mail and email fulfillment services. Headquartered in Daytona Beach, Florida, DMEa also has major operations in Jacksonville, Fla.