Shop Watch
CSI / Customer Retention
CSI / Customer Retention
Good communication with the customer starts with good communication within the dealership. Our customers
CSI scores have gone up in many areas and they see results quickly after going on Shop Watch. Some areas of improvement are:
1. The appointment process
2. How their customers are greeted, write-up process
3. The amenities in your customer lounge
4. Timeliness of work performed - notification of any delays
5. The cashing out process
6. Special order parts notification
Shop Watch has a means of improving each of these areas and more. There are many organizational functions that Shop Watch offers, such as: Dealer Plate Tracking, Loaner Car Tracking, We Owe Sheets, various reports for managers to track up-sells and who's missing promise times and more. They all come together to increase communication between departments and improve your customer service. Shop Watch is a must-have organizational program for any well-run service department.

It's all about the customer experience and how they perceive things on each and every visit to your dealership. Customer retention is all about taking care of your customers. You want them returning to you not only when they're purchasing a new vehicle, but for service as well. If you treat people right and they feel good about doing business with your dealership, they'll tell everyone they know about their great experience. Treat people wrong or drop the ball on a few occasions and -- well, it works the same way.
Follow-Up / CRM
Follow-Up / CRM
Shop Watch even has a system in place for follow-up with the customer after they've been in for service. Because Shop Watch date and time stamps every entry and creates a history log, no one can go back and try to "cover up" a mistake. Ensure accountability. The only change or addition that can be made to a closed RO is in the message section. Your call staff can notify the proper people of a problem or if action needs to be taken, and this entry is still in Shop Watch and stays with the original record forever. No information can be deleted. There's no jumping between programs or sending emails that may be deleted. The Information is kept together all in one place.
What Our Customers Are Saying
Shop Watch has enabled our dealerships to organize and unify a customer-oriented service scheduling process that has enhanced our total customer experience. Our customer base can now view available appointments 24/7 versus leaving voicemails and waiting on responses. Shop Watch has also helped increase both shop and stall efficiency. Shop Watch is a dealer-friendly process that directly increases production and customer satisfaction. The training, set up and the dealer support since installation has been extremely responsive and professional.
Tim Treahy, Toyota Service Manager, Dorschel Automotive Group
Shop Watch really brought our dealership communication together. It's easy to use and more employees are using it every day. It has improved our appointment process, our ability to communicate with customers, increased CSI, given service advisors the best route sheet they've ever had, made the biggest improvement in our special order process, and reduced expenses. I only wish I had not waited so long to install this system.
Brian Stracick, Service Manager, Mercedes-Benz of Buffalo
One of the problems we had every summer with vacations was balancing the workload and CSI. We would service 20-30% more vehicles and go red! Now with Shop Watch and a call center, we maintain our hours per R.O. and we are green! Shop Watch has given transparency of ANY vehicle, for ANY stage of the process, to ALL employees. Since using Shop Watch, CSI improved in the following areas: ease of appointment +6, prompt greeting +6, phone waiting +9, available appointment time +6, and confirm call +8.
Jim Kowalak, P&S Director, Toyota of Morristown
Shop Watch increased CSI scores at all 12 franchises. It also enabled us to install a call center. The biggest overall improvement has been the communication throughout the entire company, bringing service, parts and sales together to take better care of the customer and increasing ticket averages.
Lawrence Schreiber, CEO, Northtown Automotive Companies
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