nexTOUCH – a simple, effective,  and easy to use customer status-update reminder solution for Automotive Service Advisers and Managers.

Everyone agrees, Advisers have one of the most difficult jobs in the dealership…

…and few things frustrate customers more, and impact on their experience, than not knowing what is happening with their vehicle repairs, or not being called at the time the adviser said they would call.

The problem is advisers are just too busy and don’t have the tools to stay on top of customer communications.

Without a better solution many try to use the old ‘Dr. Pepper’ 10, 2, and 4 approach, but the reality is there are just too many details to keep track of. The result is that customers get overlooked and interpret this a lack of care.

The approach customers prefer:

• a frank conversation during the sign-in process where both agree when the next communication should take place;
• to be contacted through the method of communication they prefer – phone, text, email – that day (not some number that is simply in the file) as everybody’s schedule changes depending on the day;
• to be contacted at the time and through the means agreed.

It’s not that difficult, but previously there has not been a system available to support this kind of approach. Good news…now there is.

Introducing nexTOUCH – a simple, effective,  and easy to use customer status-update reminder tool. nexTOUCH captures the customer’s preferred time and method of communication and reminds Service Advisers when to complete their nexTOUCH.

Advisers see reminders for all of their open ROs in a user-friendly list sorted by urgency. Service Managers are also able to see each of their adviser’s open reminder lists to ensure commitments are being fulfilled.

Here’s what it looks like and how it works:

Step 1: The adviser discusses vehicle concerns and anticipated repairs with their customer and together they agree on a time when the contact will be made to update them on their vehicle.

Step 2: The adviser opens the nexTOUCH control panel and creates a new nexTOUCH reminder:

• Customer Name
• RO Number
• Preferred Method of Contact
• Time for nexTOUCH

Step 3: The Adviser goes about their work and is alerted when it is time to update the customer. Each update reminder is displayed in a convenient window on the adviser’s desktop and automatically sorts to show which customers are in need of contact the soonest. The other reminders are displayed lower on the list so they don’t occupy brain space until necessary.

The remaining time until the nexTOUCH is due is displayed on the left and a colored bar provides a visual indication of urgency (red indicates past due, yellow when it is coming due, and green how far in the future until it is due). The colored bar shortens and/or grows depending on the time remaining or past due.

Step 4: The Adviser contacts the customer, updates them on the repair status, opens the control panel, and resets the clock as appropriate for the promised nexTOUCH.

Service Manager View

Service Managers see all reminders for all Advisers so they can provide assistance and support where needed.

Introductory pricing, starting at $9.99/mth, is being made available to a limited number of dealers.

For more information send an email to admin@healthyDealer.com and mention “nexTOUCH” in the subject line.