Automotive
Any opportunity to sell a company's products services or brand online needs to result in the fastest and most impressive response possible. Countless numbers of expensively acquired leads are regularly wasted by dealers and car manufacturers who don't directly control their sales follow-up processes. We know! We mystery shop car manufacturers and dealers regularly by completing online test drive requests and very rarely get a call back the same day... half the time we never get any response at all!
There can be many reasons why a company fails to follow-up an online sales lead or test drive request provided to them. For example:
- The contact details may be wrong
- The prospect was unavailable despite attempts to call
- They believed they had made the call, but in fact didn’t
- No one was available to make the calls
- They had other short term priorities. Developing new leads takes time.
But there is no
excuse for ignoring a sales enquiry.
Optilead enables businesses to monitor and control what happens (or
doesn't
happen) to these leads.
The problem is that
there has traditionally been no truly
objective, reliable measure of dealer follow-up. Manual updates to the
lead
management system by dealer salesperson cannot normally be relied on
for
variety of reasons and telemarketing prospects centrally is expensive,
time-consuming, and often
inaccurate or incomplete. Discoveries of failures to make contact
often result
in expensive remedial activity, but can happen too late to take
advantage of an
expression of interest, and the damage to the brand has already
occurred.
Speed of response is also a vital factor in sales success and the fundamental problem with lead management systems is that they are passive when it comes to action i.e. they rely on a sales person logging in to pick up the leads, or at best, they might e-mail a sales person. Either way, these leads will tend not to get dealt with immediately, with response times generally in hours and more often days!
What is really needed is a process that will:
- Prompt the salesperson to deal with each lead immediately
- Improve dealer follow-up and therefore sales
- Provide objective proof of follow-up to all leads issued
- Provide dealers with evidence they were attempting follow-up
- Integrate with existing lead management systems and databases
- Ensure that the dealers do not have to access multiple systems
- Remove the need for manual dealer updates to the lead management system
- Provide real-time on-line reporting on dealer activity
- Be simple to use with minimal training or changes to working practice
- Be cost effective
Optilead delivers on all these points! Optilead automatically delivers online leads to dealers as an inbound call within seconds, substantially increasing the chance of the salesperson taking action. With Optilead a dealer could be back on the phone to a customer who requested a test drive on a manufacturer’s site within 60 seconds - literally doubling their chances of getting hold of the customer on the first attempt and creating a great first impression of the standard of their customer service. Optilead provides unequivocal, objective data allowing you to know without ambiguity or argument;
- If the lead was followed up?
- If so when and how long after the lead was provided?
- How many call attempts were made?
- Was contact was actually made?
- How long was the conversation?
- What was the outcome?
Optilead can integrate directly with existing lead management systems, allowing for automatic updates to records and cutting down on administration and inaccurate manual updates. Consequently sales staff like it! It saves them time and effort, and it proves they’re doing their job even if they haven’t been able to get through to the prospect.
Optilead also allows you to:
- Record & listen to calls so you can use real customer conversations for training and auditing.
- Integrate SMS & Voice Messaging into your customer communications e.g. reminders for test drives, servicing, MOT’s, repairs etc.
- Track and report all your inbound phone enquiries from your online advertising at a campaign level.
For more information on how Optilead could help with your business, please contact us on 0844 448 2222.
