Also in the automotive trade, more and more customers are obtaining information via the Internet – on possible models, variants and their specifications. Around 57 per cent of them are also prepared to purchase a car online. However, only after a prior test drive. This result from a current survey carried out by the market research company Puls shows that the classic test drive is a decisive touchpoint on the customer's journey even for purchasers with an affinity for online activity. From the dealer's point of view, test drives are a central sales instrument. But there are also disadvantages: Firstly, the vehicles provided for test drives tie up capital. Secondly, it costs time and money to manage the vehicle fleet. And thirdly, the preparation, implementation and follow-up activity for the test drives cause high process costs. In addition, customers increasingly expect a continuous customer experience: information online – appointment booking online. Media breaks and long waiting times for inquiries make many people bail out.
In order to incorporate the so important test drive into the customer journey, i.e. the sales process, the dealerships should engage customers with innovative and user-friendly solutions. Being able to arrange and administrate appointments online has a positive effect not only on customer satisfaction and sales quotas. With drive management based on Salesforce, the time-consuming processes can also be digitalized, and thus made considerably more efficient and transparent. Furthermore, this solution makes digital cooperation processes possible between dealerships and manufacturers.
In our MHPDeepDive "With Salesforce to the Next Generation of Test Drive Management", we will present the Salesforce solutions, which are easy to implement and easily scalable. In addition, you will find out how digital customer touchpoints can be achieved with the use of the software. And in a demonstration, you will experience the entire process – including the arrangement of a test drive via a mobile end device.
What awaits you in our MHPDeepDive:
- You will find out what role a seamless digital customer experience plays for customer satisfaction and sales quotas.
- We will show you new possibilities for making the management of test drives more efficient and transparent.
- You will experience Salesforce in a realistic demonstration.
Referenten:
Jörg Vollger
Senior Manager, Senior Manager, MHP
Marius Pieper
Senior Manager, Senior Manager, MHP
