we picked up extra business by targeting customers whose vehicles were overdue for
a service.”
(Scott Wilkinson, Service Manager, Rick Damelian)
Client Overview
Rick Damelian Group
- The Rick Damelian Group is a leading dealer in the Australian Automotive Market
- State-of-the-art car servicing facilities
- Extensive client service & leisure facilities
Challenges:
- Reduce no-show rates for customers with service bookings
- Actually communicate with customers instead of leaving repeated voicemail messages
Our Involvement
Working closely with the Rick Damelian team and its Dealer Management System supplier, irwinSolutions implemented the following solutions:
- A booking reminder process integrating a SMS solution and their Dealer Management System
- A service-retention process utilising messageSMART
- A customer contact process using swiftNOTE. This allows SMS to be sent & received directly from MS-Outlook
Value Delivered
to Rick Damelian:
- increased efficiency
- reduced customer contact costs
- increased revenue
to their Customers:
- an efficient and unobtrusive way of being contacted
