ASRs And The Effortless Customer Experience
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WELCOMEJim TreeceNews EditorAutomotive News
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ASRs and the Effortless Customer Experience Solera Holdings, Inc.
WHO WE AREPart of Solera Holdings Inc.Leading provider of technology solutions for auto dealerships andservice shopsFirst company to combine marketing, service, and titling solutionsin one technology platformFocus on mobile capabilities and apps, web-based solutions, andtechnology-driven retention Solera Holdings, Inc.5
CUSTOMERS ARE HARD TO BRING BACK49%40%Annual gross profitderived from Fixed Ops Solera Holdings, Inc.Average retention ratesfor auto dealerships
SERVICE RETENTION OVER TIME Solera Holdings, Inc.
ASR RECOMMENDATIONSINCREASE RETENTION Satisfied customers are more likelyto say they “will definitely” return totheir service dealer for future work Highly satisfied customers (CSIscores above 900) are three timesmore likely to say they will returnand twice as likely to purchase thesame make of vehicle Successfully selling ASRs increasesservice customer satisfaction Solera Holdings, Inc.8
ADDITIONAL SERVICE RECOMMENDATIONSAverage customer spend 277(up from 171) when advisorsconsistently recommend ASRsevery service visitApproximately 50% of customersapprove ASRs when their advisorrecommends them consistently,every visitIf your advisors aren’trecommending ASRs,you’re missing out on a lotof revenue opportunitiesSource: J.D. Power 2015 U.S. Customer Service Index (CSI) study Solera Holdings, Inc.9
DON’T FORGET ABOUT REVENUE 14%J.D. Power found that, on average, dealerships sell14% of ASRs to customers 17,808As such, the average dealer currently earns anaverage of 17,808 in additional revenue eachmonth29% - 55%In AutoPoint’s own study, we found an inspectionresults app can increase the average sold rate to 29%to 55%Source: J.D. Power 2015 U.S. Customer Service Index (CSI) Study) Solera Holdings, Inc.10
WHEN TO RECOMMEND ASRsCustomers are most likely to approve ASRs after an inspection. AlwaysYESperform inspections.Customers also likely to approve ASRs when they come in for regularmaintenance.Also likely to say yes along with alignment, tire and brake services.NO Less likely to say yes after routine oil changes. i.e. Quick Service.NO Also less likely after major repairs, such as engine work and recalls. Solera Holdings, Inc.11
HOW TO GET MORE ASR APPROVALSCustomers approve more ASRs when they have a good relationship withtheir service advisors.Customers approve more ASRs when advisors provide helpful advice,review inspection results with an educational focus and deliver resultspromptly.Technology influences customer/advisor relationships.We already know customers are more satisfied when tech is part of thedealership customer experience (J.D. Power 2015 U.S. Sales SatisfactionIndex (SSI) Study). Solera Holdings, Inc.12
DIGITAL INTERACTIONCHANNELS ARE BECOMINGMORE CRITICALFull ASR benefits come from having fullcustomer support through digital channels Satisfaction with mobile and voice services has risenincrementally in the last two years Web self-service by U.S. online adults increased from67% in 2012 to 76% in 2014 48% of Forrester survey respondents report usingvoice self-service and mobile self-service channels Web self-service has a 70% satisfaction rate fromthose who use it Solera Holdings, Inc.(Source: Forrester Research Inc.)13
APPS INCREASE ASR SALESDeliver additional service recommendations in way that your motorist can viewand approve them anytime, anywhereUse a tool not just inform your motorists of a repair & cost, but to educate on theneed for the repairRecommendations supported with: Photos of actual vehicle 30-second explanatory videos Short explanatory articlesMotorists more comfortable with the delivery method and a lower-pressure sellcannot be easily quantifiedGet approvals seamlessly into the electronic inspection system Solera Holdings, Inc.
ELEMENTS OFEFFORTLESS Solera Holdings, Inc.
InspectionsMultiPoint InspectionAdditional Service RecDelivers Tech Efficiency &Staff ProductivityPurchaseTitling & RegistrationMarketingReal-TimeMobile ApprovalTextEmailAppSmart Data ManagementTargeted MarketingMulti-ChannelCommunicationOn Demand CampaignsTotal TransparencyEngagementService Drive/WelcomeDealer Branded Mobile AppInspection ResultsLoyalty ProgramsOnline AppointmentsShop LoadingMobile In-store Write Up Solera Holdings, Inc.16
DRIVE YOURMARKETINGWITH DATAo Customer behavioral segmentationo Ultra-targeted digital advertisementso Data hygiene and complianceo Responsive email designo “Smart” couponso Email engagement Solera Holdings, Inc.17
HOW TO GET MORE ASR APPROVALSThe Greatest Opportunity for Dealers7%LOYALIST: spend AND visit most at dealer23%27%Accelerate Retentionby Investing inCustomers Most31%SWING LOYALIST: spend OR visit most at dealerbut not bothCUSTOMERSREVENUE62%Likely to RespondDISLOYALIST: spend and visit most at50%competitorsShare ofCustomers &Revenue Solera Holdings, Inc.LoyalistsSwing LoyalistsDisloyalists
LETS TRY A LITTLEEXPERIMENT Solera Holdings, Inc.Take 90 seconds to schedulean appointment at yourstore withyour mobile phone.1919
YOUR SERVICE CUSTOMER PROFILE:YOUR SERVICECUSTOMER PROFILE:STACYSTACY’S LASTSERVICE VISITo Tire tread wear rateo Performed: pre-paid maintenanceo Purchased her vehicle from youo Received: MultiPoint inspectiono Smart phone usero Observation: tires evenly worno Tread depth: cautionedo Nearing warranty endo Presented: Instrumented tools tire imageso Purchased pre-paid maintenanceo Recommendation: Mount & balance fouro Oil changes, tire rotations every7,500 milesWHAT WE KNOW:tireso Stacy says? Not today!o Tire fitment for Stacy’s vehicleo Stacy’s last three appointment dates/timeso Stacy’s email address & phone numbero Stacy’s vehicle is due for a 60K serviceo Deferred recommendationo Stacy has unused Reward Points frompurchaseo Schedules appointments Solera Holdings, Inc.20
ON HER SMART PHONEStacy gets a text or emailnotificationShe accesses the messageon her phone Solera Holdings, Inc.21
PRODUCT DETAILTiming is perfect1-click confirmPreferred appointment time3-click changeService reminderLoyalty integration Solera Holdings, Inc.22
PRODUCT DETAILInspection historyInstrumented toolsintegrationSales collateralTire inventory Solera Holdings, Inc.23
PRODUCT DETAILOverviewImagesSpecsPricingAdd to appointment Solera Holdings, Inc.24
CONFIRMATIONConfirmation emailLoyalty Rewards forbehaviorModify or CancelIntroduction to AdvisorCustom noteAdditional content Solera Holdings, Inc.25
CONTENT AND MORELinks to dealership contentLinks to social mediaLinks to partners Solera Holdings, Inc.26
MAKE YOUR SERVICE DRIVE SEAMLESS.Concierge-level experience for everymotorist, including walk-ins Simplify the write up process with a intuitive andversatile tool Keeps your customer in their comfort zone Presentation of prior visit ASRs Perform walk-around inspections & generateadditional sales Document existing damage Solera Holdings, Inc.
ASK MORE FROM YOUR ELECTRONICMULTIPOINT INSPECTIONDigital inspections make the most of yourtechnicians: Databases within inspection systemsmake every tech an expert Better operations also keep techshappier and easier to retainReduces amount of time on repair orders: Techs pausing work to wait at PartsCounter or to speak with an Advisor Advisors interrupting Technicians Lines at the Parts CounterConsistent inspections and recommendations Solera Holdings, Inc.28
SHOP E-COMMUNICATIONIncrease Shop Productivity Solera Holdings, Inc.29
AUTOMATED ESTIMATE BUILDER WITH INTEGRATED SPGSIncrease Shop Productivity Solera Holdings, Inc.30
ELECTRONIC MULTIPOINT INSPECTIONRecording the ASRs Solera Holdings, Inc.31
SUMMARYAdvisors who presentASRs consistently,every visit with a focuson education drivescustomer satisfactionand service retention. Solera Holdings, Inc.o ASRs represent huge revenue opportunitiesfor dealershipso Advisors and technology tools work togetherto sell ASRso Sold ASRs are a natural result of an effortlesscustomer experienceo Implement integrative technology tools thatcurate the customer experience fromappointment scheduling, to marketing, toinspection, and finally, to ASRs32
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o Sold ASRs are a natural result of an effortless customer experience o Implement integrative technology tools that curate the customer experience from appointment scheduling, to marketing, to inspection, and finally, to ASRs SUMMARY Advisors who present ASRs consistently, every vis
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database and related materials. Becky L. Hooey, Director NASA Aviation Safety Reporting System. CAVEAT REGARDING USE OF ASRS DATA . Certain caveats apply to the use of ASRS data. All ASRS reports are voluntarily submitted, and thus cannot be considered a measured random sample of the full population of like events. For
now available in "HTML" and Adobe Acrobat versions. A page for ASRS Operational Issues Bulletins has been added, and we now have mail links to key ASRS staff positions. We are planning to add a number of ASRS's research papers in the near future. Finally, the old URL (address) for the ASRS was made a little
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