The New Consumer Decision Journey in Auto Dealerships

THE NEW CONSUMER DECISION JOURNEY IN

AUTO DEALERSHIPS

A DIGITAL BUSINESS TRANSFORMATION PLATFORM ENGINEERED FOR

USING BEST-IN-CLASS DIGITAL TOOLS

WHAT TO EXPECT

ONLINE & OFFLINE DIGITAL ECOSYSTEM

IMPROVE CUSTOMER ACQUISITION COSTS

EXPAND AFTER-SALES VALUE

UNIQUE SOCIAL CUSTOMER INTELLIGENCE

MODEL AROUND PHYSICAL WEB

REAL-TIME CUSTOMER SATISFACTION (NPS)

MOBILE FIRST WEBSITE EXPERIENCE

INCLUDING REAL-TIME ROAD ASSISTANCE & SALES

& SERVICE SUPPORT

WHICH IS SYNCHRONIZED WITH A GEO-AWARE

MOBILE APP

THAT FEEDS INTO A SALESFORCE & MARKETING

AUTOMATION TOOL

GENERATING A ONE-OF-A KIND SOCIAL CUSTOMER

PROFILE

LET’S SEE HOW THIS IMPACTS ON THE NEW CONSUMER DECISION JOURNEY IN THE REAL

WORLD

This is Dan!He’s standing in for any Tiriac Auto client. He might look familiar…

This is Dan’s present car…

But maybe not for long…

Dan was kind enough to illustrate his latest trip to the showroom for us. This is a real journey that showcases the experience all of our customers will have across all Tiriac Auto dealerships. Let’s see it unfold!

Dan has been flirting with the idea of getting a new car for a while now. So, as he is driving in the vicinity of the showroom, his mobile app sends him a personalized test drive invitation.

TECH WE USED:- Geo-fencing- Region monitoring- Local notifications- Real-time personalization

As Dan decided to accept the invitation and he is heading to the showroom he gets notified that Florian, his personal designated concierge for this visit, is waiting to attend him.

TECH WE USED:- BLE Beacons- Real-time personalization- Presence detection

On the other side, inside the showroom, Florian gets his own notification: “Dan is just about to enter”.

TECH WE USED:- BLE Beacons- Presence detection- Social CRM Dashboard

Next, Florian is taken to Dan’s complete profile in order for him to provide the full concierge experience, never missing a beat.

TECH WE USED:- Presence detection- Social CRM Dashboard- Social Customer Profile- Automaster- Social Analytics

As Dan walks into the showroom, our sensors recognize him and prompt a personalized welcoming message on the display as Florian is on his way to great him.

TECH WE USED:- BLE Beacons- Presence detection- Social Customer Profile- Digital Signage

Dan has always favored Mercedes-Benz so as he tries out different models deciding what to test drive, he gets details for each on his app so he can also check them out later.

TECH WE USED:- BLE Beacons- Automaster- Social CRM Dashboard

As Florian tells Dan about the deal he can give him on his favorite model, he also gets it on his phone to keep and sleep on.

TECH WE USED:- BLE Beacons- Automaster- Social CRM Dashboard

Dan took a test drive on his favourite model (and enjoyed it), he got his offer and now, he’s off on his way. While exiting he is invited to give feedback on this particular experience.

TECH WE USED:- Presence detection- Geo-fencing- Social CRM Dashboard- Net Promoter Score

As he super enjoyed his visit, he lets all his friends know by sharing his feedback directly on Facebook.

TECH WE USED:- Presence detection- Geo-fencing- Social CRM Dashboard- Net Promoter Score- Facebook SDK

While everything gets to be reported back in real-time for business performance purposes.

Social CRM Dashboard Wi-Fi & BLE Retail Analytics

This experience was shot in real-life circumstances at the Tiriac Auto Expozitiei showroom, all the cars are real.

THIS IS A NEW KIND OF OFFLINE EXPERIENCE THAT USES ONLINE MARKETING APPROACH

CUSTOMER BENEFITS

CONCIERGE SERVICE EXPERIENCE

MOBILE TO MOBILE ROAD ASSISTANCE

AUTOMATED SERVICE ASSISTANCE

CONCIERGE SERVICE EXPERIENCEClient authentication, car details synchronization and real-time automated status reports;

Direct access to stocks, employee details and their availability, through the entire network of services.

Direct contact with associated pre-sales and after-sales client managers;

Exclusive access to benefits and rewards;

Frictionless transfer of client and vehicle data from service-of-choice to service-of-need;

Unique Mobile Passport for client status identification within services, showrooms and partners network;

Instant Content & Offers Personalization on the digital signage in showrooms and services;

Test buy service to get the right car.

Continuous quality of service improvement through contextual feedback;

MOBILE TO MOBILE ROAD ASSISTANCE

Automatically transmit complete details about the situation, including service of choice and service history;

View road assistance drivers in the proximity;

Get confirmations when you get a driver associated to your assistance needs;

Receive real-time ETA as the driver gets to your position;

Get to get to rate the driver and the complete road assistance experience;

Give a friend in need a free road assistance ride from your account.

Automated pre-scheduling for car check-up in the service of choice;

AUTOMATED SERVICE ASSISTANCE

Synchronised data between web, mobile and in-service calendars;

Online and mobile end to end service assistance;

Real-time status notifications;

Clear ETA for your car pick-up;

Feedback on quality of service and people in charge of your service;

Constant direct contact with your auto service concierge.

BUSINESS BENEFITS

SALESFORCE PERFORMANCE

BUSINESS PERFORMANCE

SALESFORCE PERFORMANCEEasy access to customer details;

Task management dashboard;

Location History & Location Presence notifications for cross-shopping detection (incl. competition);

Sales target completion analysis;

Conversion funnel analysis applied to sales units and days of the week;

Instant notifications for delayed tasks and urgency prompting;

Propensity to buy analysis;

Easy access to multi-channel browsing history for cross-interests suggestions;

Assisted suggestive sales and lost sales notifications.

BUSINESS PERFORMANCESeamless integration with Automaster for stock, showrooms, services, orders and employees;

Real-time salesforce activity tracking & reporting;

Performance tracking for individual employees, sales teams, business units or regions;

Lead conversion efficiency analysis;

Customer Acquisition Costs analysis;

Propensity to Buy analysis;

Lifetime Customer Value analysis;

Suggestive Sales and Lost Sales ready platform.

FEATURES

THANK YOU!