ADP Expands CustomerTouch(TM) Communications Services
Automated Service Executes Customer Communications to Help Dealers Generate Revenue, Build Stronger Customer Relationships
HOFFMAN ESTATES, Ill., Feb. 13 - To help dealers successfully convert sales customers to service customers and build lifelong relationships, The Dealer Services Group of Automatic Data Processing Inc. (NYSE:ADP) recently expanded its CustomerTouch(TM) Communications Service. The service provides dealers with automatic, timely, professional execution of customer relationship management activities.
"Effective follow-up with customers is more important than ever, yet it is increasingly complex and time consuming for dealership employees to proactively manage customer communications. Consumers expect to receive information quickly and in the way they find most convenient," said Mark Przybylski, director of product marketing for ADP Dealer Services. "Dealers need a system that helps them use various communication methods to retain customers for life."
Managed by ADP for the dealer, CustomerTouch uses effective, customer- preferred communication channels to continue contact with customers after they purchase a vehicle or when their vehicle needs service. Utilizing four popular communications methods -- direct mail, e-mail, recorded voice and live voice -- CustomerTouch reaches consumers through automatic, targeted follow- up. The service ensures that customers receive the right professional message at exactly the right time -- and that the information is delivered the way they prefer.
CustomerTouch integrates with both ADP's dealer management system (DMS) and w.e.b.CRM solution, enabling real-time communication with customers regarding time-sensitive information, such as when their vehicle is ready for pick up, their special order has arrived, or they have an upcoming service appointment. Targeted sales and service follow up ensures that the consumer receives the right professional message at exactly the right time, and a Web- based reporting system enables dealers to easily track all customer contacts. Dealers get maximum results from their communication efforts and employees can focus on revenue-generating opportunities in the store. And CustomerTouch has been pre-approved by several manufacturers for dealership co-operative marketing reimbursement.
"Manufacturers expect a high return rate with getting our customers back for their first service appointment. CustomerTouch has helped us reach the top of our zone and our region for completed service visits. Plus our customers really appreciate receiving an upcoming service appointment reminder and notification of when their parts order is ready for pick-up. SOR notifications have freed up our parts people and been a great benefit to our business," said Glenn McGee, fixed operations director of Dunkin Ford Mazda Lincoln Mercury, Blacksburg, VA.
"CustomerTouch helps dealers efficiently capture critical revenue during first service visits, offer Extended Warranty Plans post-sale and reduce no- show service appointments," said Larry Cochran, general manager of CustomerTouch operations for ADP Dealer Services. "Dealers can use the service to automatically notify customers of a special event, send a thank you, or remind them about a service appointment. It's easy to use and helps build a foundation for long-term vehicle maintenance and future sales."
About ADP Dealer Services
ADP Dealer Services provides integrated computing solutions to nearly 25,500 auto, truck, motorcycle, marine and recreational vehicle dealers throughout the United States, Canada, Asia, China, Europe and the Middle East. ADP Dealer Services is the third largest business unit of Automatic Data Processing, Inc. (NYSE:ADP). ADP, with $8.5 billion in revenues and approximately 590,000 clients worldwide, is one of the largest providers of a broad range of premier, mission-critical, cost-effective transaction processing and information-based business solutions. More information on ADP Dealer Services is available on the Internet at www.dealersuite.com/ .
Source: ADP Dealer Services
CONTACT: Doug Towle of ADP Dealer Services, +1-847-485-4374, doug_towle@adp.com , or, Gretchen E. Muller, of RCG PR,
+1-312-541-9300, ext. 110, Gretchen.Muller@rcgpr.com
Web site: www.dealersuite.com/
