Dealership Management Software: The Key to an Improved Customer Experience

Dealership Management Software: The Key to Improved Customer Experiences

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Dealership management software has been in use for decades but is it keeping up with the demand of today’s shoppers? The traditional dealership management system has always been very process-driven and lacked a focus on the customer experience. Fortunately, cloud-based dealership management software is now being used to manage various customer experience touchpoints, from sales and marketing to accounting and service. Many dealerships view cloud-based dealership software as a key component of their success, and for good reason: it helps improve customer satisfaction and loyalty. In this blog post, we will discuss some of the benefits that dealership software can provide for your customers.

Puts the customer at the center of the order, not the invoice. 

When a customer initiates an inquiry or request for service, the cloud-based dealership software needs to put the client at the center of the activity. At Blackpurl, we call this the Customer Order or CO. Although this concept seems simple, it has improved the customer experience significantly. And it’s not just the dealers but also the employees who benefit. 

Traditional DMS focuses on the purchase order/invoice first and the customer second. This causes a long checkout experience, requires duplicate data entry, and overall just a poor end-user experience. Think about how many clicks it takes to perform a simple action in a traditional DMS. 

Enables transparency and collaboration between departments. 

In order for customers to have a great experience at your dealership, it’s important that there is good communication and collaboration between departments. Cloud-based management software enables this by giving all employees visibility into the customer’s journey. From parts and service to sales and invoicing, everyone has access to the necessary information to deliver the ideal customer experience. As an added bonus, if a customer has an issue that needs to be resolved by more than one department, everyone can work together to resolve the issue as quickly as possible. 

With traditional DMS, more often than not departments are siloed, making it difficult to find the necessary information and leaving team members in the dark. This leads to frustrated customers and extended wait times at the counter.

Improves customer satisfaction and loyalty. 

When customers have a great experience at your powersports dealership, they are more likely to come back and do business with you again in the future. Additionally, they are more likely to tell their friends and family about their positive experiences, which can lead to even more business for your dealership. 

How does your dealership deliver your ideal customer experience?

Cloud-based dealership management software is a powerful tool that can help you improve the customer experience at your dealership. By putting the customer at the center of everything you do, you can create a coordinated and seamless experience that will leave them satisfied and loyal to your dealership.

If you’re looking for a quality dealership software solution, be sure to check out Blackpurl and see how the Customer Order has changed the way dealers think about the customer experience. 

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