Category: FullCycle

Cooper Solutions and WR Davies working together to maximise service customer opportunities

Posted on by Kate Shakesheff

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.”

Cooper Solutions appoints Rob Deamer as its FullCycle product moves from strength to strength

Posted on by Kate Shakesheff

We’re really pleased to welcome Rob Deamer to our team, joining as an Account Manager focussing on FullCycle.

Rob’s strong background in the automotive industry further strengthens the team, and the offering FullCycle provides to our retailer customers.  Before joining Cooper Solutions, Rob worked for five years at Rybrook MINI in Stratford-upon-Avon as a Sales Executive, and previously with the Hylton Group for four years.

Rob said: ‘I wanted to join Cooper Solutions having been aware of the products they provide during my time working in dealerships.  Seeing the benefits of FullCycle when used fully is brilliant.  Being able to paint a picture behind the customer makes a massive difference to the Sales teams when prospecting Service customers.  They are able to target the right customers at the right time, which isn’t just time-saving, it’s more motivating.’

Simon Whicher, Sales Director and Product Head of FullCycle commented: ‘We are so pleased to have Rob on board.  Having seen first hand the importance of targeted service prospecting, and with such a good understanding of how dealerships operate both mean he is ideally placed to explain the benefits of FullCycle to our customers and prospects.’

Rob was attracted to Cooper Solutions having become aware of the culture and the freedom each team member has to develop their role.  He continued: ‘I’m enjoying building relationships with my colleagues and customers, sharing our experiences and best practice.’

Away from the motor trade, Rob lives in a Worcestershire village, ideally located for discovering the best dog walks with Oscar.  He and his fiancée enjoy gardening and DIY, and making the final arrangements for their wedding in January next year.

Sales Director Simon Whicher celebrates 15 years with Cooper Solutions

Posted on by Kate Shakesheff

Our people make Cooper Solutions shine, and we like to celebrate every milestone and achievement.

Coopers has been in business for 17 years, and Simon Whicher has been part of this for 15 of those years.  Simon joined the business way back when we provided two products, with a team of five people.  During his time with the business, he has been influential in growing our offering to customers, increasing our customer base through his drive and motivation.

Dean Pipitone says: ‘With a desire and willingness to get involved, Simon has played a crucial and significant role in Coopers’ success.  He’s renowned for his excellent technical knowledge, both with our customers, our team, and the businesses we partner with.

As Company Sales Director and Product Head of FullCycle, he has delivered the launch and development of an innovative solution that has added immense value to how our retailer customers operate.  His involvement with PIB’s Motor Trade Practice Group demonstrates his expertise, and how we can support the automotive industry, driving performance through innovation and insight.’

Simon commented: ‘Wow what a journey it’s been, a special thank you to Barry Cooper who always placed complete trust in me; allowing me to grow both personally and professionally. It’s an absolute pleasure being Sales Director of Coopers as we have truly market leading products and am surrounded by industry leading people which for me makes all the difference and is our standout differentiator.

The last 2 years have been our most challenging to date but the Coopers team have proven once again in times of adversity we not only rise to the challenge we go and smash it!’

Congratulations Simon!  From all of us at Cooper Solutions.

Six out of ten service customers have never been contacted by sales departments

Posted on by Kate Shakesheff

Cooper Solutions’ highlights the need for effective customer insight to build relations and maximise car sales opportunities

• 28% of people feel no loyalty towards their servicing dealer
• Nearly 6 in 10 people who have their car serviced by a mainstream dealer, have never been contacted by a member of the sales team at the same dealership
• Just 6% of customers visiting a dealer for a service have been approached by a member of the sales team during a visit

The latest survey by Cooper Solutions highlights that during the typical service lifetime of a car, nearly 60% of owners are never contacted by the sales team of that mainstream servicing dealer. Cooper Solutions is urging dealers to bring together their sales and servicing departments to work cohesively and proactively to nurture relationships and drive sales with the support of FullCycle.

“Franchised dealers have a clear weapon in their arsenal – face-to-face customer interaction,” explains Barry Cooper, Managing Director of Cooper Solutions. “By understanding individual ownership cycles, sales and service teams are in the perfect position to tailor their approach to every customer. This enables them to engage appropriately and deliver a personal and relevant dialogue. An excellent experience for the customer builds loyalty and long-term retention.”
According to the Cooper Solutions survey, 28% of car owners feel no loyalty towards their servicing dealer and only 11% of people would feel any loyalty towards approaching the sales department first, when it comes to buying their next car.

Nearly a quarter of those surveyed said they would feel more loyal towards their servicing dealer if they were proactively approached by the sales department about their future car requirements, when they brought their car in to be serviced. And there clearly is opportunity as only 6% of those visiting a service dealer actually spoke to a member of the sales team whilst they were there.

FullCycle is a revolutionary customer data solution that provides invaluable ownership insights, including Experian data, to identify customers that are in a prime position to change their vehicle. By bringing together multiple layers of data, sales departments are armed with critical information to harness effective customer relations. As dealers face more challenges to their bricks and mortar business model from online disruptors and a downturn in the economy, it is crucial that they maximise every single opportunity to retain their customers’ loyalty.

Barry Cooper concludes; “The sales and servicing departments of most dealerships are just metres apart, but they’re often a world away from each other when it comes to interacting with customers and maximising revenue opportunities. Now is the time for dealers to make fundamental changes to the way they operate. It is not enough for sales teams to wait for a customer to make an enquiry; it’s time to join-up the two departments to secure future sales.

“With data readily at the dealer’s fingertips, including information such as where the customer bought their last car, when the finance agreement ends, or whether their preference is to buy new, customers can be contacted in a timely, appropriate way. In turn this creates significant potential to turn lost sales into new opportunities.”