Benefits of an Automotive CRM
An automotive CRM helps car dealerships and salespeople improve productivity and save time, resulting in increased car sales.
Specifically, an automotive CRM helps you:
1. Adapt by Creating Digital-Centric Experiences
Technological advancements and the pandemic have changed both how automobiles are built and how they are sold.
The pandemic force closed many automotive dealerships, and the automotive industry shifted the customer buying journey online to stay in business. Original equipment manufacturers (OEMs), which previously shared information via webpages and articles, started offering virtual tours and test drives.
According to a 2020 study conducted by Google and Kantar, one in 10 car buyers in the US purchased their car online. Considering we make most of our purchases online now, that may not seem much — until you consider that only 1% of car purchases were made online in 2018.
An automotive CRM helps you enable these digital-centric experiences and benefit from them. You can get customers to meet your sales teams virtually and decide on their purchases.
2. Improved Sales From Post-Purchase Follow-Ups
The customer journey doesn’t stop after a customer purchases a car.
According to a 2018 research by Facebook, 86% of customers said they'd like to engage with their auto dealer after purchasing a car. They want to receive maintenance reminders, follow-up promotional offers such as extended warranties or gap insurance products, and vehicle usage tips.
For example, HubSpot’s Sales Hub lets you interact with your customers post-purchase and upsell car parts and accessories, which is becoming a trend in today’s market.
3. Enhanced Customer Journey
Yesterday’s car-buying journey was simple, with clients walking into dealerships and choosing a car model. Today’s car-buying journey involves multiple touchpoints and iterations; losing these leads is much easier.
An automotive CRM tracks these customer interactions at various touchpoints and ensures a seamless omnichannel experience, so customers can pick up where they left off.
According to a Google study, 90% of car buyers rely on online research before buying a car, and 68% of them only visit one showroom during their journey. This means you need to ensure your prospects pick your showroom first.
You can do so by providing a good customer experience. If you answer your client’s queries and resolve their issues, they might not even need to step foot in your showroom until it’s time to pick up the car.
HubSpot’s customer service tools have everything you’ll need to offer efficient and helpful customer service. A universal inbox lets you answer queries sent over various channels such as live chat or email, and automated ticketing route requests to the relevant team member.
4. Improved Productivity From Automation
An automotive CRM lets you do more with your time by automating repetitive tasks, such as:
- Collecting and filling in the contact information
- Qualifying, scoring, and nurturing leads
- Curating and syncing data ready for reporting
5. Secure Data Access Everywhere
Sales agents are always on the go.
Most automotive CRMs have desktop and mobile options, so your employees can access data anywhere. This comes with security challenges.
However, if you choose a secure CRM software solution that offers features like web application firewall (WAF), regular vulnerability scanning, and encrypted data transfers, you can rest assured that your data is safe.