Autoline - Contact Management

Autoline Contact Management is an all-in-one, integrated module designed to manage inbound and outbound calls for service bookings, MOTs, deferred work reminders and CSI activities. The easy-to-use module enables the creation of call lists, uses standard scripts to manage a wide range of customer communication and has comprehensive management reporting tools.

Autoline Contact Management supports multi-branch operations. It uses information extracted from the Customer Relationship Management, Point of Sale and Workshop Management modules and updates accordingly.

Key features

• Management and visibility of all inbound and outbound calls to the contact centre
• Structured, scripted, step-by-step approach for service bookings, CSI and campaign follow-up
• Helps to deliver professional and proactive customer communications
• Performance reporting to include the revenue and profit generated by the contact centre

Key benefits

Autoline Contact Management helps to:

• Relieve the pressure from the service reception team and reduces the number of missed calls
• Improve conversion ratios from service and deferred work reminders to bookings
• Maximise the opportunities to up-sell additional products and services
• Standardise and measure customer telephone activity
• Provide the customer with an efficient and personal service

In operation

The simple structure and process flow enables inexperienced users to operate Autoline Contact Management. Users are guided through the script and are presented with option and icon buttons for selection. Autoline Contact Management automatically identifies deferred repair work and additional products and services specific to the vehicle. These prompts are incorporated into the script to help ensure that sales opportunities are not missed.

When work is agreed, the user creates the repair order and allocates the work to the preferred workshop, booking any courtesy options required. Finally, pricing and booking information is confirmed. The built-in management reporting tools provide an overview of all call activity, bookings, repair orders and revenues generated.

Example process flow

Performance reporting

A suite of management reports is included as standard with Autoline Contact Management. These cover all activity from repair orders created, call statistics, ratio reports including inbound calls to new customers created and repair orders created to up-sell outcomes. Statistics can be viewed by call list, branch, call group, or agent. A drill-down facility is provided to access more detailed information.

In summary

Autoline Contact Management is a very effective tool to handle all contact centre calls, it ensures that a professional level of customer service is delivered and every opportunity to secure repeat and new business is maximised. The module is designed to help your dealership stay ahead of the competition and keep your customers coming back.

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