Expectations for the brand experience are changing – as customers get accustomed to digital-first philosophies and experiences through their interactions with other brands on a day-to-day basis, they expect more and more from the OEM and dealer service lane. OEMs and dealers alike must continue to catch up to keep customers engaged and loyal – one way to do that is to leverage customer-facing technologies that make the ownership experience personalized, convenient, and easy.
This Focus Day will cover the customer-facing technologies and tools used throughout the entire customer service journey. The scope will include:
- Appointment Scheduling
- Lane Check-In (tablet / mobile)
- Self-Service Kiosk Check-in
- Two-Way Text
- Technician Videos
- Online Bill Pay
The conversation will be centered on addressing dealer use of each technology, best practices and processes, and future opportunities. OEMs will share with one another what initiatives they have in place to support dealers and what learnings they have from their experiences.