Castrol has announced it will be partnering with automotive solutions provider, Autino, to launch a digital customer engagement platform.
The platform has been designed to help franchised and independent workshops maximise the efficiency of their customer communications and drive potential additional revenue.
Called CustomerLounge, the tool allows dealers to keep customers updated before, during and after their visit through online chat, email and video. Files and links can also be shared through the tool, with the aim of making it easier to promote additional services and products that could drive aftersales revenues through upsell and cross-sell.
A recent survey conducted by Autino found that 72% of car drivers wanted to communicate with their car dealer digitally while their car is in for a service. However, the majority of garages (82%) reportedly still communicated with their customers over the phone. As well as meeting customers’ preferences for digital communication, those dealerships that have been piloting CustomerLounge in 2020 have reportedly achieved an average 50% reduction in inbound phone call volumes, freeing up time for service reception staff and technicians.
Mark Perkins, Sales Manager – Direct at Castrol UK, commented: “By making communication more digital we’re delivering what customers really want, and at the same time helping to make that interaction more productive for franchised and independent workshops. CustomerLounge helps dealers to build lasting and productive relationships with customers, and increase the potential to generate extra aftersales revenue by showcasing products, services and offers in a pressure-free way.”
Alex Knight, Head of Marketing at Autino, added: “We’ve found that the single most important factor to consumers when having their car serviced or repaired is prompt and regular communication with the dealer. This new tool enables dealers to improve transparency and trust, and communicate with their customers in a way that suits them.”