NEC recently attended the 2013 National Automotive Dealers Association (NADA) Conference in Orlando, Florida. The NADA Convention is the automotive industry event of the year and the world’s largest international gathering place for franchised new-vehicle dealers.
NEC participated with Phillip Sherman, CEO of Telecom Advisors Group, Inc. and one of the leading independent automotive industry technology consultants in the nation.
Like many companies today, auto dealerships are interested in the best ways to cut costs and increase the productivity of their sales team and services advisors. The NADA convention gave the perfect opportunity to show the ROI of Unified Communications (UC) technology and demonstrate how it helps the rapidly growing automotive industry reduce cost, improve productivity, and increase customer satisfaction. Customer Satisfaction is important in any industry, but particularly in the automotive industry, which relies heavily on its Customer Service Index (CSI) score. For example, JD Power and Associates reported that dealerships with high CSI scores during the first three years of ownership retained 79 percent of dollars spent on maintenance and repairs during the first five years of vehicle ownership.
The auto industry is heavily impacted by technology to help make improvements for both the dealer and the customer. NEC employees were also on hand demonstrating our communications solutions to more than 20,000 conference attendees. With the need for uninterrupted roaming and productivity from any location within a dealership, applications that allow cellular and Wi-Fi roaming were of key interest to attendees. For those automotive dealerships tired of losing revenue due to appointment no-shows, we demonstrated our Appointment Reminder to show them how to alleviate this frustration by simplifying the appointment reminder process and communicating with their customers more efficiently. In the auto sales environment, responding to and distributing call-in and internet leads is critically important. Leveraging contact center technology that queues, distributes and tracks customer opportunities provides dealers with a competitive advantage and the ability to respond as quickly as possible.