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New tool helps nurse customer relationships amid new car delivery delays

Chris Kerr, head of product at Drivvn

A new digital tool has been developed by Drivvn with aim of helping retailers manage customer relationships through lengthy new car delivery delays.

Journey Manager claims to help sales and customer service teams manage the customer through a sales and delivery process which has become uncertain as a result of the global component shortage, including semicoductors.

The standalone module integrates digital retail stores with existing dealer management systems (DMS), customer relationship management (CRM) and contact centre platforms and provides detail of each customer and allows interventions to be made if the customer drops out of the purchase at any stage, Drivvn said.

Chris Kerr, head of product at Drivvn, said: “It’s hard to think of a more challenging time in automotive retail, and we have moved quickly to help manage customers through the sales journey.

“It is designed to connect dealers with manufacturers and ensure the process is seamless for the customer.

“Journey Manager allows the direct sales team to monitor online customers through their journey, starting with registering for an account, through the online checkout and to the final purchase.

“Any pain points in the journey are identified, and the OEM can offer customers assistance and support through their online car buying experience.

“The outcome is a more efficient sales process and reduced administration time, allowing a smaller direct sales team to handle more customers.”

Customers have access to a ‘my account’ feature within the Journey Manager platform, allowing them to save configurations and quotes and complete the transaction online. 

The company has developed technology to help manage the end-to-end customer journey for new car purchases, from configuration to part-exchange valuation and finance options.

Kerr added: “Customers still look to visit their local car showroom but Drivvn data points to an omnichannel future where buyers still value the experience of visiting a retailer but may choose to complete more of the journey remotely.

“Car buyers also expect the shift between virtual and physical retail environments to be seamless.”

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