From a host of entries to the Best New Product or Service category at the 2023 AM Awards the judges selected AutoBuzz as the winner.
AutoBuzz, developed by AutoComms Solutions, is an automated communications platform that helps to identify upsell opportunities that may present themselves in the order-to-handover ‘gap’ that exists in the buying journey.
With longer than expected new car lead times, many dealers fail to stay connected with customers for months.
This is costing dealers and carmakers in a number of ways, including missed upsell opportunities, poor satisfaction scores and deals failing to complete.
Via integration with a dealer management system (DMS), AutoBuzz is able to recognise when a new order is created and, in real-time, curate a personalised website or WelcomeHub with details including car purchased, name of customer, location of order and details of handover day.
This highly personalised content is then delivered to the customer throughout their wait between order and handover. In developing the system, AutoComms Solutions identified that the buying journey was “disjointed and broken”.
It found that customers are often given first class treatment when they enter a showroom, but then the upsell of products and services was poor at the point of order, with sales teams cramming into conversations things like accessories, service plans and paint protection. The problem was one of responsibility.
The moment the customer places an order and parts with cash the sales executive is incentivised to head back to the showroom door and push the next customer to point of order.
Customer satisfaction scorecards, therefore, regularly include information on poor communication between order and handover.
AutoBuzz takes responsibility for the customer while they wait for their car in an automated and transparent way.
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