Build transparency and trust, increase conversion and improve customer satisfaction scores.
Every Minute Counts
In a high volume workshop environment, every minute counts. Which is why CitNOW is simple to use. Technicians are trained to make 1 minute customer videos. These help to explain any work required.
Customers struggle to resist. Technicians are only reporting the facts; they’re not selling anything apart from good service. This also empowers Service Advisors who become more successful as a result.
Technicians start by recording a helpful explanation. When finished, press ‘send’. Move on to the next vehicle. Videos are often held for approval and can be integrated with parts and labour. Green, ‘nothing to report’ videos are also important.
The customer receives a brand approved email plus a text message. These link to the technician’s video on a web page presentation. All the right information in the right place at the right time making it easy for your customer to say yes.
After watching a video your video viewer can rate their video and leave feedback. This provides you with valuable feedback on the impact of your video and how well your team is doing.
In 2014, CitNOW was introduced to a 27 strong UK dealer group. 3 months later, the group reported an average increase of 53% in the value of identified work sold. Customers love the transparency that a CitNOW video delivers.
CitNOW in Use
Alex demonstrates how effective a personal video presentation can be. He starts with a clear introduction of himself and the dealership. He also keeps the customer informed, explaining what is happening at all times.
He avoids the use of jargon. Where he does say ‘VHC’, he follows up with ‘complimentary vehicle health check’. Brake discs and pads are common points of discussion. Alex has taken the time to take the wheel off so he can show the brake pad and the consequence of not having them replaced.
He uses the same technique with an illegal tyre. Using a tyre depth gauge he clearly demonstrates why the tyre must be replaced today. Finally, he finishes with a clear call to action.
Case Study: L&L Mercedes Benz, Bishop's Stortford
Ian Phythian is the Aftersales Director at L&L Automotive; a 3 dealer Mercedes-Benz Group. They’ve used StarView for over a year and created over 3,000 videos.
Ian was first made aware because of the initial success of CitNOW in his sales department. He was keen to provide a transparent process.
StarView was initially tested with one team; three technicians and one Service Team Manager. After several weeks, other teams were asking to use it. Customer feedback was also really positive.
StarView has helped with the selling process because it builds trust. This has resulted in follow-up (amber) work increasing by 15%. At a recent mystery shop, the ‘shopper’ spent 5 minutes raving about the video he’d received.
Ian regularly sees videos being watched many times. Customers are keen to share their experience with friends.
CitNOW SMS sends your video link in a text message as well as an email. The result – dealer emails and texts get opened twice as quickly and open rates double. It’s an essential bolt-on for CitNOW Sales and Workshop.
If you’ve just watched a web video and you want more information on that car, what do you do? A simple, painless ‘next step’, is to offer the browser a personal video request. This drives enquiries to the CitNOW iPod in the showroom, straight from your website. (We let your Sales Manager know as well via email).
If you would like to experience the power of CitNOW, request an ‘instant demo’ using the button below and we’ll send you a personal video.
The process of getting started is an easy one. Our support team will organise on-site training with our Academy. The 3 day recommended programme will make sure you are making the most of CitNOW from the start. This is spread over the first 60-90 days.
Support is always on hand. We have a dedicated in-house support and client services team and all of our customers have an Account Manager.
Feel free to call us on 01189 977740.Instant Demo