Cooper Solutions’ innovative solution enables WR Davies to maximise service customer opportunities
The award winning group, WR Davies, and Cooper Solutions, part of PIB Group, are working in partnership using FullCycle to identify future vehicle sales opportunities. FullCycle is a revolutionary customer data solution that provides invaluable ownership insights. These are enabling all WR Davies dealerships to nurture sales opportunities that are passing-through their busy service departments, helping to increase short term vehicles sales and build strong relationships with longer-term prospects.
While most dealers have access to the different levels of information needed to build relationships with service customers, that data is rarely available in a standardised form that ensures customers are consistently engaged with at the right time and in the right way, which is key to delivering success. FullCycle leverages the power of data analytics – data that had previously sat in silos of information, making it difficult for Sales teams to act on.
Craig Taylor, Finance Director, WR Davies, commented: “Like all major franchised dealers we have an incredibly busy service department. Before FullCycle, our workshop facility could inform our sales team who these customers were but couldn’t offer any other information about them.
“Now with FullCycle we know how long they’ve had their car, if they bought it from us and when their finance agreement is due to end. FullCycle puts this information at our fingertips, so our sales team can easily plan ahead and adapt how it communicates with each service customer prior to them arriving at the dealership. By creating a knowledgeable and personal approach, service customers who may have previously been overlooked, are now highly valued sales opportunities that we can build long term relationships with.”
Identifying ‘Service Not Sold’ customers – those that use the dealership to service their vehicle but didn’t actually buy a car from it – has been a key benefit for WR Davies. Craig continued: “If we know a service customer is driving a particular car, and we have an upgrade in the showroom, we can offer them a test drive. By having greater visibility of our customer’s motoring preferences, the better customer experience we can deliver. Whilst the concept of service prospecting isn’t new, we simply don’t have the time and resources – or the innovation – to bring together the level of information that FullCycle delivers.”
Cooper Solutions is particularly excited about working with WR Davies as represent a significant step for the automotive software solutions business, with the group being the first non-Keyloop DMS user launched through its partnership with Marque Group Solutions (MGS).
Dan Cudmore, Head of Sales, MGS said: “MGS is delighted to be collaborating with Cooper Solutions, delivering exceptional data intelligence through our MGS Connect product. The MGS and Cooper Solutions partnership enables dealers to benefit from a sustainable boost to sales revenue and profitability, whilst also aligning perfectly with our commitment to drive innovation, efficiency and customer-centricity for our dealers.”
User feedback is a key driver in system updates that continue to come regularly from Cooper Solutions. Simon Whicher, Sales Director, Cooper Solutions concludes: “We set out to bring to market a solution that helps dealers boost sales revenue. It is extremely satisfying to learn that not only is WR Davies selling more vehicles, it is also delivering a great customer experience, no matter what stage of the buying cycle that customer is at. FullCycle’s ability to deliver customer ownership insights, on an individual basis, has achieved this.”