Autoline Dealer Management System - Flipbook - Page 4
Custo m er Relatio n sh ip
Man agem en t (CRM)
At the heart of Autoline is the CRM module - a comprehensive marketing tool designed to
manage the business processes that increase customer satisfaction and improve sales
performance. CRM enables dealers to manage contacts, enquiries, sales transactions,
marketing campaigns and CSI feedback.
Un derstan din g yo ur custo m er
Autoline provides a single customer and vehicle database that is used across the
entire dealership
All customer information that has been captured and updated in CRM is shared throughout
Autoline. The objective is for all users to have an accurate, up-to-date view of customer
activities and history.
Customers can be easily grouped together for the purpose of running targeted marketing
campaigns and analysing their value to the business
Effective custo m er co m m un icatio n
The Autoline ‘My Desktop’ view is used to capture and analyse customer and
prospect
information. It also provides a list of daily activities including customer communications,
appointments, tasks and follow-ups.
The system supports email, letter, fax or text messaging. The preferred contact methods
can be recorded against the customer’s casefile.
Sim ple co n tro l o f th e CRM pro cess
Autoline provides automated user actions and follow-up activities, such as contacting a
customer following a quotation or sending an MOT or service reminder. These tools help to
increase customer loyalty and maximise sales opportunities.
CRM supports CSI and complaint handling processes as standard. Automatic escalation
procedures help to ensure that all customer issues are successfully resolved.
‘Autoline’s strength is in m aintaining strong custom er
com m unications, which is vital in creating profitable
long-term relationships.’
