Volvo Car UK has rolled out a new TrackBack reporting system in readiness for "a huge volume of enquiries" anticipated ahead of the launch of its new XC40 SUV.
In response to what it calls a “continuing move from traditional to digital methods of contact” with customers, the TrackBack partnership hopes to ensure online enquiries are dealt with quickly.
The partnership was made in preparation for the launch of the XC40 on February 22.
Volvo Car UK’s head of retail sales Matt Galvin (pictured) said: “With the retailer launch of the new XC40 later this month, we are already seeing a huge volume of enquiries coming in via our online channels.
“The demographic of the XC40 customer is much more likely to communicate digitally, so we need to make sure we are best equipped to deliver the level of service expected from the Volvo brand, especially given our ongoing commitment to technology and connectivity.”
The new TrackBack system is fully integrated with Volvo’s lead-management systems and aims to speed up the time it takes to respond to customer requests and enquiries.
It also provides a system for updating retail centres’ lead-generation and conversion activity, management an opportunity to coach their teams based on insights from the real-time data.
Volvo Car UK’s national sales process development manager, Chris Francis, said: “Connectivity is key in the industry now and it is no longer a case of consumers telephoning us or coming in to speak face to face with our retailers.
“More customers are choosing to configure the car they want digitally, via our website. When they are ready to take a test drive, an increasing number complete an online request.
"TrackBack ensures retailers can respond immediately to those online requests to ensure sales opportunities aren’t missed.”