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Anthony Giagnacovo and Jack Holcomb: Revolutionizing Phone Operations in the Automotive Industry
Manage episode 354593575 series 3433835
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This week, we are joined by Anthony Giagnacovo, CEO of CallRevu, and Jack Holcomb as they discuss the current state of phone processes within the retail dealership environment.
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What we discuss in this episode:
In the automotive industry, quick service is a crucial component in customer retention and satisfaction. With a high volume of calls and appointments, effective communication is a major factor in the success of quick service operations. Jack, a seasoned professional in the industry, emphasizes that communication is not just the number one priority, but the only priority.
One of the major pain points in the industry is the lack of communication between customers and service advisors. Customers have reported that they have trouble getting in touch with someone and receiving updates on the status of their vehicle. This can result in frustration and an overall negative experience.
As Anthony points out, phones have become the quintessential instrument for customers to contact dealerships, with nearly 96% of sales being driven from phone calls. The service departments are struggling to keep up with the increased demand for communication and information
Jack shares his perspective on the importance of accurate data in the phone operations. He emphasizes the need for clean data and the importance of making sure the data is actionable and useful. He also highlights the need to focus on the fundamentals of phone operations, such as answering the phones, connecting customers to the right person, and tracking the volume and frequency of calls.
Jack shares his personal experience of improving communication in his own dealership by investing in the right technology and people. He also emphasizes the need for dealers to be proactive and implement solutions that drive efficiency, effectiveness, and value.He found that both employees and customers were suffering in this transaction. To fix this, he analyzed the data and found that the first step was to get the phones answered. Then, they worked on connecting customers to the right person, and finally, they trained their operators to act more like BDC people and answer the voicemails.
The phone is a critical aspect of fixed operations and service, and it's crucial to understand its importance and work towards improving our internal phone processes. With clean data, a focus on the fundamentals, and proper training, dealerships can improve their customer experience and drive better results.
Listen to the episode featuring Anthony Giagnacovo and Jack Holcomb for even more insights!
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Thanks, Anthony Giagnacovo and Jack Holcomb
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