Moving aftersales online will boost profits and increase customer retention: that’s the message from this year’s AM Aftersales Conference which takes place on April 24.
'The Aftersales Conference – Profit & Customer Retention', is set to help dealerships attain the highest profit margins possible as well as meeting the needs of the modern consumer to improve retention and win back business from independents.
Sponsored by web management agency GForces, the conference takes place at the Hilton Hotel, located in the complex of the newly opened national football training centre St George’s Park in Burton on Trent, East Midlands, and incorporates workshop sessions where the focus is on tangible ways dealers can boost the bottomline and ultimately profits as soon as they return to their own businesses.
Main conference speakers include GForces’ operations director Tim Smith who will look at the importance of an online aftersales strategy. His colleagues are involved in the workshop sessions exploring such vital elements as online service bookings and how a straightforward ecommerce solution can deliver a much needed revenue stream for parts and accessories.
The workshop sessions will also include input from Paypal’s John Varco looking at the importance of providing an online payment facility and Total Lubricants whose general manager Marc Smith will show how dealers can harness the purchasing power of their oil partner to save money.
Whilst profit is very much at the heart of the conference, customer retention is increasingly forming a wider remit of the aftersales department.
Jemca Car Group’s communications director Gary Bixley will share the experiences of the group, which operates seven Toyota dealerships and four Lexus centres in and around the M25, chronicling their efforts to create a business-wide CRM culture.
Reevoo’s automotive manager Elizabeth Richey will also take to the stage to explore how aftersales can benefit from ‘user generated content’ – genuine customer reviews posted onto dealers’ websites to help customers make a positive purchase decision; now a very much expected and accepted part of the buying process.
Trend Tracker’s Chris Oakham will begin the conference with an overview of the aftersales market in the UK which also includes statistics and analysis of franchised performance compared to independents and fast-fits.
Closing the day will be keynote speaker Richard Beevers of Customer Plus, the company behind the Ford Retail ‘Moments of Truth’ customer service programme who will provide insight into the customer experience and expectations and tips on how to deliver the best customer service.
Tickets are still available to dealers and manufacturers, with a limited number of supplier tickets on sale.