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For the last 30 years, Toyota Scion of Hackensack has been proudly serving customers in the Hackensack, New Milford, River Edge, and Bergenfield area. The team at Toyota Scion of Hackensack works to retain every customer, “by adding a personal touch to each interaction,” states Jonathan Brett, Service Director. He continues, “we want our customers to leave the service department, feeling like we just hugged them.”
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Brett has been with the Toyota Scion of Hackensack team for a total of 14 years. After a recent leave, he arrived back at the store to find OneCommand up and running. “I noticed the OneCommand product in place when customers began calling in asking about the maintenance needed on their vehicle,” comments Brett. He continues, “with OneCommand doing the out-bound vehicle service notifications, our service, reception and parts team has more time to tackle the in-bound customer calls – allowing us the opportunity to add a personal touch and special attention to each customer.”
Each month OneCommand publishes a collection of campaigns that are seasonally relevant and designed to drive additional traffic and revenue. “The process is really simple, I just call my support team and tell them which campaign I am interested in,” shares Brett. The team at Toyota Scion of Hackensack has seen some great traffic increase with OneCommand’s seasonal campaign recommendations. “In January my team pushed tires with OneCommand’s ‘Did You Know’ series – they made it easy to achieve our goal,” says Brett. The Did You Know Tires email returned 727 ROs for $162K in service revenue and 17 vehicle sales.
Another initiative at Toyota Scion of Hackensack is to increase email collection with customers. The impact of OneCommand’s communications has given the team added reason to collect email addresses. “My advisors are encouraged to ask for an email address from each customer, and we look at the repair order to ensure the customer has one on file,” comments Brett. To date, the team of Toyota Scion of Hackensack has over 8,000 email addresses in their database, helping them to power this additional channel of communication.
Like many OneCommand dealers, Toyota Scion of Hackensack has ventured into using social media as a marketing tool. OneCommand helped them deliver an announcement to their customers informing them of their recently released Facebook and Twitter accounts. This campaign was delivered to 5,364 customers and “returned plenty of raving connections,” comments Brett. This social media announcement campaign also returned 549 ROs for $102K and 16 additional vehicle sales.
In 2011, the team at Toyota Scion of Hackensack plans to continue to add a personal touch to each customer’s visit. Things like, stapling a weather report to the customer’s RO, which happens to be a pilot, or giving customers a multi-point inspection to ensure their vehicle is running in top condition. “OneCommand helps us demonstrate our customer appreciation, by using personalized messaging. Our voice messages are delivered using my own voice, the voice of authority, instead of an automated computer recording,” states Brett. “OneCommand enables the use of simple, yet personalized technology to help satisfy our customers and keep them coming back,” comments Brett. “My customers regularly say, ‘Hey, you just called me,’ and I know it is OneCommand working in the background. In today’s market, personalization, even using technology, is a must,’ says Brett.
“It’s easy and it works!” Brett summarizes – sharing his feelings about the OneCommand products and services utilized by the team at Toyota Scion of Hackensack.
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