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Twenty minutes outside the heart of Atlanta, Georgia in the town of Decatur, sits Superior Chevrolet, an organization that’s been in business for over 40 years and one who’s team focuses on giving the best customer service possible to its patrons.
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As a new customer to OneCommand, Superior Chevrolet is already starting to see great benefits from the program. Buddy Hyatt, Dealer Principal at Superior Chevrolet, states, “Working with OneCommand has been an unbelievably positive experience!”
In just seven months, the Superior Chevrolet team has managed to send over 100,000 direct communications. “Originally we purchased OneCommand’s product to help us stay in touch with our customers and prospects,” remarks Hyatt. “The sales and service teams were responsible for following-up with every customer, and we were searching for a tool that helps them be more efficient. With OneCommand the communications are automated – so the program contacts customers at the right time with the right message,” continues Hyatt.
After introducing OneCommand, Hyatt realized that it could help in other areas of business as well. “We started using the program to alert customers of service specials via text messaging. The phones started ringing immediately after the communication was sent,” says Hyatt.
Hyatt soon began noticing that key business indicators were beginning to improve as a result of the implementation of OneCommand’s solutions. “We had a 40% increase in appointment show ratios,” comments Hyatt. To achieve such a high lift, Superior Chevrolet uses a OneCommand feature that enables the customer to be directed to the dealership by pressing 1 on their touch-tone phone. This technology allows customers to re-schedule or cancel their appointment if it is no longer convenient.
In addition to the improvements Superior Chevrolet has experienced in crucial areas of its business, it has also been able to reduce its traditional marketing spend. “We continue to use radio, direct mail and television ads, but have reduced our monthly marketing spend by 20% thanks to the introduction of OneCommand as our relationship marketing partner.”
Although Hyatt is excited about the new opportunities OneCommand is generating, the highlight of his OneCommand experience is his internal and field support. “I love the OneCommand team, the people are great! They don’t ever have a bad day, and when we call them they complete our requests right away,” comments Hyatt.
Superior Chevrolet, like every other OneCommand customer, receives industry-leading support from an experienced and knowledgeable team as part of its monthly subscription.
Hyatt has been able to increase customer retention and response, which has been a huge part of Superior Chevrolet’s success. One such campaign that fueled extraordinary customer response was Superior Chevrolet’s July 4th cookout. This email communication returned 218 ROs for $32K in service revenue and 5 vehicle sales. “The 4th of July Cookout campaign worked great! We had about 400 people who showed up, and the communication helped us to strengthen our relationships with our customers and earn new business,” comments Hyatt.
Superior Chevrolet’s 41st Anniversary Event is another great example of how OneCommand’s multi-channel communication solutions can be used to increase customer satisfaction, loyalty and retention. This specific campaign reached nearly 14,000 customers with a voice message, inviting them to visit the dealership for a customer appreciation event. “We had an amazing turnout with almost 800 people stopping by to help us celebrate,” comments Hyatt. The impact of this voice campaign speaks for itself - it helped Superior Chevrolet generate 757 ROs for $160K in service revenue and 13 vehicle sales.
Moving into 2011, the team at Superior Chevrolet will continue to utilize OneCommand, “it’s the best tool we’ve had in 10 years! We are excited about the opportunities OneCommand’s solutions have helped us capitalize on.” reflects Hyatt.
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