In order to combat extended delivery times and give customers an exceptional experience from order to handover, Waylands has rolled out automated communication platform, AutoBuzz, across its Volvo, Kia and MG businesses.
Waylands, which represents Volvo across five sites, as well as Kia and MG want to ensure customers get both a localised and personalised experience while they wait for their new or used car to arrive.
And, with lead times currently exceptionally high, now is the right time to leverage AutoBuzz across the group for every customer.
John O’Hanlon, CEO at Waylands, explained:
"Our customers are at the heart of everything we do. Clear communication between order and handover enables us to share key information which helps both us, and the customer, in preparation for handover day. With some of the extended lead times we are seeing, this has been a great tool to keep in touch with our customers and ensure they feel communicated to not just when they order the car, but throughout their entire journey.”
AutoBuzz is an automated communications platform that integrates with the dealer management system or CRM to provide customers with a personalised microsite, known as a WelcomeHub, at point of order.
The hub contains information on the car that’s been ordered, the various products and services available as additional purchases, as well as information on the local retailer where the order was made and, crucially, a dynamic function actually tracks when the car is ready for handover.
The tech company that has created AutoBuzz, AutoComms Solutions, is working hard to change the way order to handover is perceived.
Nick Golding, co-founder at AutoComms Solutions, explained:
“We are delighted to see Waylands roll AutoBuzz out across the group, it’s testament to the quality of the product but also the company’s dedication to customer experience.
“Particularly at the moment, the order to handover wait is seen as a scary, anxious, waiting time, but high quality, localised and personalised communication can flip this into an engaged marketplace. Poor communication drives down engagement and drives up anxiety, so we’ve developed a platform that fills this void with no effort from the busy sales department.”
While Waylands’ customers get regular updates on their order, the leadership team within the group also get a view on how customers are engaging with content throughout this stage of the buying journey, enabling the sales team to be far more responsive and effective with any additional contact.
April Wyatt, head of marketing at Waylands, added:
“With lead times slightly longer at the moment, the AutoBuzz platform has ensured consistency in our communications whilst enabling us to keep in touch with our customers from point of order all the way through to handover day.
It’s helped the teams with setting customer expectations as well as creating additional opportunity for accessories and products off the back of the engagement insights that are available in the dashboard. We know that buying a car is a significant purchase and it’s key that we have strong and clear communication with our customers throughout their journey whilst also maintaining the excitement of buying a new car.”
Want to find out more, hear about how our automotive clients are using the platform or simply see a demo for yourself? Click here to Get in Touch, we’d be happy to have a conversation and have you set up on AutoBuzz!
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