Peugeot has introduced a predictive marketing tool for its Dealer Network as part of its ongoing drive in aftersales to improve customer retention rates and satisfaction levels.
The initiative is being partnered with Polk, the US-based company. Using a CRM system developed by Polk, invoice data is extracted on a daily basis from the Dealer's DMS to create an accurate profile of the vehicle's likely servicing needs. It is from this profile that the system automatically identifies the right time to contact the customer about the next servicing event due on their vehicle.
As a consequence, Dealers are better placed to communicate with customers in a timely and relevant way, and so build a better relationship with customers.
Commenting on the introduction of Polk, David Higgins, Director, Parts & Service at Peugeot UK, said: "In a world of modern communications, it is essential for Dealers to have the best tools available so that they can continue to offer the right services to customers at the right time and in the most convenient way. Along with electronic vehicle health-check tools, Polk will help Peugeot Dealers increase and optimise workflow through their service facilities and assist actions to deliver first class customer satisfaction.
It is a product that is already proven and this move marks a determined effort from Peugeot to engage with its customers to provide a comprehensive aftercare service to suit their needs, and ensure that the Peugeot experience is a positive one for the life of the vehicle."Published 17 September 2010