The Results
True Retention started by running a thorough customer database cleanse. It removed 10,000 inaccurate VIN connections and uncovered 8,600 new email addresses, increasing our total email marketing reach by 31 percent. This improved the quality of our customer database, reduced wasted marketing investment, and expanded our ability to connect with customers through email.
"The ability to target specific audiences based on our business needs is one of the best values True Retention has provided."
Once we knew our data was accurate, we launched multi-channel automated reminders to reach customers at relevant moments in their vehicle's lifecycle, including service reminders, inactive follow-ups, and birthday communications.
After service, we sent multiple declined service follow-ups to remind customers about services they declined during their previous visit. Each additional follow-up included a more attractive offer to encourage customers to take action.
We also complemented our automated reminders with monthly direct mail and email campaigns targeting inactive and sold-not-serviced customers. One of those campaigns, Hello Summer, resulted in an 8 percent inactive customer return rate, with the direct mail piece driving most of the response.
We chose True Retention to complement our existing marketing providers by optimizing our customer data and increasing personalization capabilities. And it continues to deliver better retention results for our dealership. We are very satisfied with our partnership and it has been an incredible value-add to our business.
“Being able to work with the campaigns and couple them with other strategies has been huge!”
