Pronto's Call Center Streamlines Automotive Appointment Setting

CLIENT:

A specialty management firm overseeing 1,200 Automotive Dealerships.

ISSUE:

Many dealers are torn between walk-ins and the ringing phone.  They struggle to handle phone service appointment calls as quickly as customers expected, resulting in lengthy hold times and a high rate of hang ups.   Customer Satisfaction is critical in every component of the dealers relationship with the customer.  Dealers need a better way to handle appointments quickly and effectively, entering data directly in their appointment system and respecting the caller's time and purpose.  

SOLUTION:

Pronto partnered with this firm to launch First Dealer in early 2009.  Pronto Agents are able to enter service appointment directly into the appointment/CRM system or in our system if appropriate..  This new process provides dealer partnerships with significantly lower call handling expenses, a means to handle service appointment requests with little to no wait time, increased appointment efficiencies and enhanced customer satisfaction.  

OUTCOME:

Growth continues as more dealers are minimizing the contention between “walk-ins” & service appointment calls to better serve their customers.