CRI, makes more than 500,000 calls per month and contacts service, sales and body shop customers by telephone immediately after the service or sale, then reports the results in real-time via the Internet and e-mail.
- Customer information pulled from your DMS nightly
- Accept inbound calls 24/7, incorporating IVR technology
- Surveys emailed immediately to unlimited addresses
- Surveys posted in real time, available on website 24/7
- Calls are recorded, available for management to monitor
- Built-in CRM program, streamlining resolution process
- First attempt message results in exclusive web surveys
- All call attempt detail is electronically documented
- Summary reports updated in real time, available 24/7
- Reports detail CSI by advisor, tech, and salesperson
- Report database contains results of over 700,000 surveys
- Attractive referral certificates are provided each month
- In-House call center, always staffed with bilingual agents
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Our Pledge to Increase Your CSI:
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- We will contact more customers, and provide more information, allowing you to resolve more instances of dissatisfaction.
- We will influence more customers to return their manufacturer surveys, resulting in a larger sample size, and more accurate manufacturer CSI scores.
- We will educate customers on the importance of top-box scores, resulting in more customers giving you the scores you deserve. (for manufacturers that allow this education)
Our Pledge to Increase Your Revenue:
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- We strategically generate sales leads from 9% of the satisfied customer pay customers we survey.
- The highest contact percentages in the industry, coupled with a rapid turnaround time, provide the ability to resolve customer dissatisfaction in an extremely timely manner, leading to increased customer retention and referrals.
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The vast majority of upset customers won’t complain to you. Most of them will simply avoid a confrontation, go away mad, and take their business with them.
It costs ten times as much to attract a new customer than to retain an existing one, so it’s imperative to be made aware of customer dissatisfaction, and keep the ones you have, happy. |
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