Texting customers has expanded efficiency for BMW North Scottsdale’s service department:
In this digital age, being able to communicate with a customer through text message is more important than ever. With Reynolds Texting, we can send an inspection report to a customer’s mobile phone versus an email. This has not only improved approval response time, it’s also alleviated a lot of the phone traffic and pressure our advisors occasionally experience.
Reynolds Texting has allowed them to spend less time answering the phone and more time proactively reaching out to declined service customers and driving traffic to our business. What was once a five to ten minute phone call can now be taken care of through a quick text conversation.
If the advisor is on their lunch break or unable to answer a text after 15 minutes, it goes to a queue and myself or my service manager will get a notification so we can respond to it in a timely manner.
We’re also able to reference any past conversations or texts exchanged between our department and customers through our DMS, which is huge. If an advisor talked to a customer about specific pricing and gave them a commitment of some sort, we’re able to go into our Reynolds DMS and review it. On a personal cell phone, we wouldn’t be able to do that.
