For many dealerships like Hillsboro, Oregon’s Royal Moore Toyota, embracing innovations in marketing is extremely important. Dealerships are seeing that today’s auto shopping experience ‘overlaps’—from the technology consumers use to shop—to the personalized engagement they now prefer. Consumers demand a faster and more helpful customer experience—from start to finish.
Innovative dealerships like Royal Moore Toyota are hunting for new opportunities to improve their auto shopping process. The dealership's Service Manager, Rick Murray wanted to push the horizon of possibility for his growing dealership and support a newly completed reconstruction. Since the store had now grown in size, Rick wanted to take his dealership to the next level.
He was looking to bring in new marketing solutions that would help boost revenue and attract more business. Some of the areas Royal Moore wanted a value-added solution for included:
- A need for centralized reporting
- A partner that would match the efforts of their business
- New opportunities to grow dealership profit and visibility
- Improving the overall customer experience
Rick found his current owner communications program (OCP) and provider weren’t keeping up with his dealership’s growing needs. He wanted to complement his positive service customer retention (SCR) and find a program that would consolidate his contacts and reporting. Ed Merrick of GSM helped Rick adopt a lifecycle marketing solution.
Ed introduced the dealership to a dynamic platform called Automated Lifecycle Marketing powered by atom—a comprehensive marketing solution with tools to support their business by developing stronger relationships with customers and increasing sales and service visits. Since using the atomEssentials platform, Royal Moore has seen noticeable improvements.
"We are already picking up signals that GSM is generating new activity for us. In just the first month, our Online Service Scheduler recorded three times as many new customers than we've been seeing in a typical month."
- Rick Murray, Service Manager at Royal Moore Toyota
The communications within the atomEssentials program go beyond simple maintenance reminders. They have helped to build relationships, assist with customer retention, and increase market share growth. It has been a move in the right direction for Royal Moore Toyota. They now have a complete, omnichannel communication cycle that has transformed their business.
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