Connecting Your Dealership & Captivating Your Customers
connecting your dealership & captivating your customers
Captivated’s frictionless enterprise text platform allows you to automate processes like booking and pay, while engaging in real-time, authentic conversations with customers.
It’s not just a text. It’s a conversation. Take control of that conversation – and start making real connections with your customers.
Each department uniquely benefits from Captivated:
Sales departments at automotive dealerships can benefit from Captivated in that they can share digital business cars via text with customers, create a unique QR code process for each salesperson to use for his/her own prospects, have visitors or new customers scan a QR code and send them a welcome video or custom offer from the owner or dealer principal, and any salesperson can also have the ability to text videos, photos, and to do virtual walkarounds with our text-to-video-chat technology
Service departments and the fixed operations portion of a dealership can benefit from using Captivated in that customers can check in for their appointments with an easy QR code process. Advisors can connect with customers in real-time to make recommendations and upsells. Customers can approve additional work and make payments via text during their appointment – even if they are not on-site – to save time at pick-up. And declined services or recommendations can also be tracked and easily followed-up-on.
In the Finance Department of a dealership, Captivated can be used to schedule and book appointments for pre-ordered vehicle deliveries. Collect apps and application data more easily and compliantly with Captivated’s secure software. Finance Managers can also collect down payments more securely and compliantly: customers can receive in-text access to an ACH/credit card payment portal to make a down payment – so you don’t have to make customers read credit card information over the phone!
For an automotive dealer’s Business Development Center or BDC processes, BDRs (business development representatives) can text customers ebefore calling.- which raises call success rates by over 50%! BDRs can also follow up on inquiries or inventory questions about vehicles via text, and send service appointment reminders and follow ups for service customers
A dealership’s Parts department and the back counter can be notorious for difficulty with hold times and communication – but now, Parts Managers will be able to gather VIN numbers via text from customers, to be able to check parts inventory availability more easily and readily – and to be able to relay that info to outsourcing shops more quickly as well. Hold times will be drastically minimized with Parts Managers now able to instead text customers with vehicle updates and information regarding orders and repairs
The body shop can also open a real, two-way text conversation that allows customers to ask for a quick update on their vehicle body work or repairs (without being left on hold). Customers can schedule or discuss estimates via text, and can use internal notes within Captivated’s software to track estimated delivery/completion dates and progress on ROs (repair orders) and repairs
Features that are universally-beneficial to your dealership include:
- Customers receive communications as iMessages or traditional texts – no additional app required
- Create teams based on roles and specialties and schedule appointments (via text!) using shared calendars, to prevent double-booking
- Customers can receive automated appointment reminders, offers and follow-ups, and even reminders to leave a review
- Personnel can use their personal phones to text - but their personal numbers can remain protected
- Management can have insight into reps' conversations and appointments
- Even if a team member leaves, their contacts and conversations stay with the dealership in Captivated's system
Captivated cuts down admin time and streamlines your internal processes by offering you unified, fully integrated customer communication management. The result? You achieve better ROI on marketing and follow-up efforts, more effective customer conversations in both the front and back ends of the dealership, and increased CSI scores and customer lifetime values (CLV) as a result.
For more information, check out our virtual demo page or schedule a live demo for yourself today.
