Following a successful pilot at its Ashford business and in order to maximise the customer experience by keeping customers engaged and excited about their vehicle order throughout the buying journey, The JCB Group has extended the reach of order to handover software, AutoBuzz, to include both new and used Volkswagen customers.
While this is positive news for JCB group customers, it also sees AutoComms Solutions’ 100% roll out record maintained from pilots.
Jonathan Bischoff, Group Managing Director at The JCB Group, explained:
“This business is always looking for new and unique ways to give the best in customer experience, and when I was introduced to AutoBuzz I immediately saw the benefit in being able to consistently communicate with customers while they wait but in a personalised, localised way.
“Like any new piece of software we introduce we monitor it closely and ensure it is adding value and as we hoped and suspected customers have responded positively to it and our sales team have been able to access data in a section of the buying journey that hasn’t been available to them in the past.”
Each Volkswagen customer will receive an email on the day of their order with a link to their own personalised and unique JCB Volkswagen-branded WelcomeHub.
The WelcomeHub contains information on what the customer needs to do next as well as details of the various products and services they can buy while they wait for their ordered vehicle to arrive.
The JCB Volkswagen sales team then has the ability to identify how active customers are and support those who are not engaging with the communication process.
Nick Golding, co-founder at AutoComms Solutions, added:
“Our technology is able to shine a light in a section of the car buying journey that has been seen as an anxious waiting time for too long. Businesses like the JCB Group where customer experience is clearly a priority, can now maximise the experience for customers, not just when they are in the showroom or on their website, but once they have placed an order too.
“Eventually the data and the results speak for themselves and by working closely with Jonathan and his management team over the past few months we have reached the point of widening the AutoBuzz experience to reach more JCB Group customers.”
The JCB Group represents a range of brands that, aside from Volkswagen, include Škoda, SEAT, Cupra, Citroën, Renault, Dacia, Mercedes-Benz Vans and Kia.
Want to improve visibility and increase ROI during Order to Handover? Get in touch today to set up a demo of AutoBuzz!
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