Xtime and Customer Traac Eliminate Customers' Phone Frustration at
Dealership Service Departments
Seventy Dealerships Nationwide Have Enrolled in Remote Call Center
Service in Seven Months
SAN MATEO, Calif. (Business Wire EON/PRWEB ) May 18, 2007 --
Xtime, Inc. (www.xtime.com),
the leading provider of CRM solutions for dealership service operations
and Customer Traac, Inc. (www.customertraac.net),
a Minnesota-based call center and marketing services provider, today
announced their partnership to help dealership service departments book
more appointments and increase revenue.
Customer Traac provides a range of services for dealerships including
inbound telephone support and outbound marketing campaigns. Using
Xtime's ServiceCRM™software, Customer Traac's
call center agents can now book service appointments accurately for
dealerships located anywhere in the country, without overbooking. The
combination provides a turnkey service business development center (BDC)
for dealerships, efficiently filling service departments with
appointments while freeing staff from answering phone calls.
Xtime's ServiceCRM software combines consumer web scheduling, advanced
shop control, and sophisticated marketing campaign tools into one
complete and unified solution for automotive service departments and
business development centers (BDCs). ServiceCRM also fully integrates
with dealer management systems (DMS) from Reynolds and Reynolds Company
and ADP. By combining these features into one easy-to-use, affordable
system, Xtime gives automotive dealerships the ability to generate,
capture, and manage more service appointments per day, driving
profitability through increased customer-paid service.
Customer Traac eliminates hold times and dropped calls for vehicle
owners while boosting profits and lowering costs for the dealership. A
Minnesota dealer using Customer Traac and Xtime software reported an
increase of 20% in increased labor hours, which resulted in an increase
of $57,000 in labor and parts revenue per month.
More than seventy dealerships nationwide enrolled in the service in
seven months. Large dealer groups such as Napleton Automotive Group,
Luther Automotive Group, Lupient Automotive Group, Russ Darrow Group,
and Hecker Group find Xtime’s software and
Customer Traac’s call center to be a turnkey,
affordable alternative to operating their own in-house business
development centers.
“We use Customer Traac’s
center exclusively,” said Kregg Hurlbert,
service and parts director, Luther Automotive Group in Minneapolis, MN. “From
the minute we turned on Xtime and Customer Traac, it instantly helped
us. Before we deployed it, the phones were ringing off the hook. The
service drive was so busy we were just trying to survive to handle it
all. With this combination of software and call center support, we saw
huge benefits within two weeks. Our hours per RO are up six-tenths to
seven-tenths. Without Xtime, it wouldn’t have
been possible.”
In the past five years, dealership service operations have experienced
increased challenges. Decreased warranty claims, lower profits on new
car sales and customers that demand higher levels of customer service
have left dealers scrambling to find new ways to increase revenue.
“In this tough business environment, the
value of a virtual business development center is compelling,”
said Brenda Berg, President of Customer Traac. “Dealer
groups that adopt Xtime software and use our call center for telephone
support experience dramatic revenue results. One dealer increased their
hours per repair order from 1.2 to 1.9 in one month. The call center is
now positioned to be a fundamental element of any dealership business
model."
Even though service departments generally excel at fixing the vehicles
they sell, many discover competitive weakness in all aspects of their
customer interactions, including answering the telephone effectively,
coordinating outbound marketing campaigns, accurately managing shop
capacity and providing excellent in-store customer service.
A call center using Xtime software raises the bar by providing better
customer service at every point of contact, including the initial
telephone call, scheduling an appointment on the dealer Web site,
outbound follow-up campaigns while effectively maximizing shop capacity.
“We are pleased to see the dramatic business
results experienced by these dealerships. It validates the impact of our
innovative solution,” said Neal East, CEO of
Xtime. “Customer Traac proves that a remote
call center, powered with our software, can transform service center
operations by generating, capturing and managing demand with great
efficiency.”
About Xtime
Xtime is the leading provider of CRM solutions for automotive service
operations. With over 700 dealerships and over 1,500,000 appointments
booked, Xtime's ServiceCRM is designed for maximum performance and
value. By merging and automating consumer direct bookings with full
service BDC capabilities and sophisticated shop management, dealerships
realize significant increases in customer satisfaction while maximizing
service drive throughput and profitability. Privately held, Xtime's
investors include Draper Fisher Jurvetson, RPM Ventures and Innovacom,
the venture capital arm of France Telecom. Xtime is based in San Mateo,
Calif. and can be reached at 650-653-4000, or www.xtime.com.
About Customer Traac, Inc.
Customer Traac provides outbound customer follow-up, inbound appointment
processing, marketing, performance consulting and other services to the
retail automotive industry. Its results-driven business philosophy makes
it a preferred vendor of GM, Chrysler, Honda and other manufacturers.
With a unique combination of highly effective call centers, innovative
products and people who have an intimate knowledge of the retail
automotive industry, Customer Traac assists its clients to create the
better business practices required to take a business to the "next
level" of profitability and customer satisfaction. Customer Traac's
professional call center can handle service department appointments,
service reminders, sales and follow-up support and database management
for direct mail campaigns. Customer Traac is located at 3030 Harbor Ln.,
Ste 132, Plymouth, MN 55447. For more information, call (763) 553-2989.
Or visit www.customertraac.net.
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