High CSI Scores Enabled by DealerSocket CRM Key to Revenue and Profit in Current Auto Dealership Marketplace PRNewswire Orange County, CA | July 2008
Orange County, CA - July 15, 2008 /PRNewswire/—Leading automotive CRM provider DealerSocket, Orange County's second fastest growing company and the 37th fastest growing nationally (Deloitte & Touche), today announced that by leveraging the company's CRM solution, its customer base of more 500 dealerships throughout the U.S., Canada, U.K. and Australia had quickly and consistently raised their Customer Satisfaction Index (CSI) scores, some by as much as 40 points during a single year.
* Brian Crane, Executive Manager at Ken Garff Auto credits DealerSocket CRM for a 10% increase in sales over the previous year and a 40 point increase in CSI scores:
"We went from an average of 60% CSI two years ago to 100% in the past few months," said Crane. "I attribute this directly to our ability to follow up with unhappy customers more quickly and immediately resolve their issues before they receive the factory survey. Saving thousands and turning around our CSI - those are real benefits!"
* John O'Malley, Managing Partner, Camelback Toyota:
"Finally a solution that has made a positive impact on our CSI scores. DealerSocket has dramatically helped us improve sales and retain customers."
* James King, Director, Business Development Center, Mall of Georgia Ford:
"The process we have incorporated within DealerSocket has had the largest impact on our Sales CSI achieving an 'Ahead of Group' rating, as compared to anything else we have done," said King. "The DealerSocket process confirms that everyone is doing their part and it gives us an early warning when a problem is out there. We are then able to correct the problem before the factory survey arrives at the customer's home, thereby, preventing a bad survey. The DealerSocket process 'has our back!'"
"The key is to address the issues quickly that are negatively impacting your dealership's CSI. To do that you need to understand the customer experience immediately and respond with appropriate communications and actions," said Jonathan Ord, DealerSocket CEO and Co-Founder. "What DealerSocket enables is the immediate capture of those customer experiences at the time of the sale or service, and then drives the appropriate communication and follow up from the right person. This enables the person who is best suited to deal with the problem to do so immediately, before any manufacturer surveys are sent."
About DealerSocket
DealerSocket provides the most comprehensive Customer Relationship Management solution available today in the automotive dealership market. More than 25,000 users at over 500 dealerships throughout the U.S., Canada, U.K. and Australia now leverage the company's CRM solution to optimize and manage marketing activities, sales processes, customer satisfaction and retention, and service department operations. Based in San Clemente, California, the company has won numerous awards and accolades, including being named Best Overall Company in the 2008 International Business Awards. DealerSocket is recognized by Deloitte & Touche as the 37th fastest growing company in North America. More information is available at www.dealersocket.com
