A great customer experience is everything.
Creating brand loyalty in today's computerized world requires excellence and speed at every step of the automotive customer lifecycle, from first contact to repurchasing. If your dealership can't keep pace, we can guide you through a digital transformation to streamline your operations.
We provide a comprehensive and tailored solutions suite that converts manual tasks and face-to-face interactions to the digital applications you need to create a fantastic customer journey.
Quickly and easily explore your performance with Book™’s comprehensive reports. To access this information, simply select the Reports icon on your main dashboard. From here, you can review the Appointment Summary, Review Next Appointments, Review First Appointments and SmartLane Check-ins reports.
To understand exactly what each report displays – and how best to utilize the information – take a look at the descriptions below.
Appointment Summary Report
Gain a clear overview of how appointments are scheduled for your store. The Appointment Summary report categorizes appointments to show where each was created, offering individual capacity percentage and total counts for the given date range. The report generates a chart for each category, accompanied by an expanded details section displayed below.
The Appointment Summary Report also gives you a great opportunity to view your product usage. You can see whose time is affected most by scheduling, and then establish more effective processes – or promote online scheduling with Book’s appointment scheduler campaigns.
Review Next Appointments
See how well your team solidifies repeat business with the Next Appointments report. Featuring a visual display of completed ROs and your rate of next-appointment-scheduling success, you can easily view opportunities for creating an appointment, scheduled appointments, non-scheduled appointments and existing ones.
From here, you can obtain a drilldown of targeting opportunities by clicking on the Opportunities hyperlink and exporting the contacts to an excel sheet. Then, launch a Book campaign to compel those customers to make an appointment online.
Review First Appointments
Ensure that a customer’s first experience with your business won’t be their last. Train your staff to prepare for first service visits by pulling the First Appointments report. You can also access this report to view your sales staff’s performance (the first appointment percentage represents the percentage of appointments compared to deals made), quickly determining how many deals were made within the designated time range versus the total number of first appointments set and matched with your DMS.
Use this data to explore the efficiency of your sales personnel and to set new goals for your team.
For dealers with SmartLane, you can instantly access data on product usage with the SmartLane Check-ins report. View percentage of check-ins versus ROs overall, as well as for each individual Advisor.
Pinpoint Advisors best utilizing the product and improve shop efficiency by encouraging your staff to use SmartLane for every check-in – including courtesy visits.
For more information on available reports for Book, please reach out to your Performance Manager.
Customer Only | January 10, 2019