Dealer Tool Transforms One-Time Buyers into Regular Customers
In the ever-evolving automotive industry, Apex Automotive Group, with four stores in Myrtle Beach and Anderson, SC, is leading the charge by adopting a cutting-edge automated engagement platform called VehicleLyfe. This innovative tool aims to provide customers with actionable vehicle-ownership information, fostering customer loyalty and establishing dealers as trusted long-term partners.
VehicleLyfe, a personalized concierge that customers have always wanted, is built on real data and automated touchpoints. It uses artificial intelligence for initial responses, offering a complete service history, including dates of service, costs, services completed and declined. The platform also provides access to the full dealership inventory with loan, lease, and cash payment options, all fees and taxes included.
John Vincent, the group's director of business development, finds VehicleLyfe particularly useful as it provides a customized ownership path and gentle follow-ups. If VehicleLyfe proves effective at the Chrysler Jeep Dodge and Ram outlet, it may be implemented in Apex's other stores, which include a Volkswagen dealership and two Honda outlets.
Snyder and Harsha, creators of VehicleLyfe, aim to increase customer loyalty, which they note has decreased in recent years. Last year, only 23% of dealership sales customers returned to buy another car, a significant decrease from a decade ago when the number was consistently above 30%.
VehicleLyfe offers tools to understand vehicle equity and trade-in possibilities. It provides a proprietary Investment Peak Analysis to help customers know the optimal time to keep or trade their vehicle. The platform also offers access to existing extended service agreement coverages and potential renewal options.
In some instances, A.I. may provide nonsensical answers, but Harsha asserts that the company's program works well. The product taps into a dealership's management systems to gather detailed customer service and sales information, allowing the AI to know the customer's car, payment, payoff, and trade value, and even book appointments by text.
After a vehicle is sold or serviced, customers receive a quarterly digital message with a link to VehicleLyfe. The goal of this continuous engagement is to nurture customer relationships and provide valuable vehicle-ownership insights.
By embracing technology and avoiding falling behind, as stated by Snyder and Harsha, Apex Automotive Group is setting a new standard for dealership-customer interactions, demonstrating that the future of automotive sales is here.
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