The Connected Dealer Group
Coupling the VBDC with DealerSocket's CRM has enabled Qvale to gain the connectivity they want with their customers and their different dealerships nationwide, even those up to 3,000 miles away from one another. Walsh elaborates, “It’s a holistic approach to being connected. To stay connected to all our stores from California to Florida, you’d either need a really fast jet or you need to have the technology to get you there really fast. That’s what’s made the difference for us.”
Located in West Palm Beach, Florida, the virtual center helps customers from the San Francisco Bay Area to South Florida, and several places in between. However, anyone talking to one of their reps over the phone would never know they were in a different location. Every detail has been vetted out to ensure an exceptional customer experience, down to the local phone number that’s displayed when making their outbound phone calls from West Palm Beach. Walsh recalls a time when one of their dealership’s was struggling with performance and didn’t have a general manager for nearly five months. The dealership ended up being managed at the corporate level with the help of the VBDC. Looking at the data through the CRM, they could identify what needed to be fixed from a process and technology standpoint, and addressed those issues. The store was able to recover and improve performance in both the sales and service departments.