Last week, Dave bought a truck. Dave's dealership uses the 360 Automation Manager to organize and automate their customer communications. Dave told the saleswoman he preferred to be contacted by SMS for updates and notifications. A week after his big purchase, he received a follow-up SMS message reminding him of the contact information for the dealership in case he needed anything.
Two months later, Dave receives an SMS message giving him a chance to win a full set of new winter tires by texting a short code in response. He doesn't win this time, but he does check out the link in the message to view a 25% off deal on antifreeze.
Six months after his purchase, he receives another SMS message: “Hi Dave, you're due for an oil change. To book an appointment, please contact us at...”
A year to the day after he purchased his truck, he receives an exciting text message: “Hi Dave, it's hard to believe it's been a year since you first drove your new truck off the lot. We would like to celebrate our continued friendship by offering you an exclusive 40% off deal on your next brake change.”
Dave was unhappy with his last car dealership's reminders. They contacted him by phone calls, which was not convenient for him, and on more than one occasion the dealership somehow missed the date Dave was supposed to receive a service reminder.
The 360 Automation Manager resolves both of Dave's complaints. He now receives SMS messages, as he chose. As the tool keeps track of each customer's individual dates, it never misses a message. Messages are sent using time delays, which send out messages after waiting for a predetermined amount of time after an action occurs. In this case, the dealership has set up the platform so that it sends out messages a week, two months and six months after the customer's initial purchase. In this way, each customer will receive a message at those times. The dealership does not have to schedule the messages to send out to each customer individually and they can keep customers engaged.
The 360 Automation Manager also sends messages using time filters. Time filters send out messages based on specific dates that you program in. The dealership has set up the platform so that it sends customers the brake change message on the anniversary of their initial purchase date. The saleswoman entered Dave's date of purchase as August 18 and exactly a year later, the platform sent him the one-year anniversary deal. Dave feels special and wants to act on the exclusive promotion and the message drives traffic back to the dealership.
The dealership staff no longer has to worry about remembering individual dates for sending reminders to each customer, yet the customer relationship is enhanced by reconnecting with customers through the convenience of automation. Using one tool and a single account, the dealership is able to send perfectly timed messages to show customers that they care and to bring in repeat business.
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