Designed to reinforce the recommendations of service advisors and educate customers about the importance of specific maintenance work, Symco’s new ‘2nd Face’ initiative is aimed at helping secure incremental sales that research indicates is being steadily eroded by third parties.
Acknowledging the pressured environment of a franchised service reception, where advisors often have little time with each customer to explain the benefits of preventative and even urgent maintenance, ‘2nd Face’ has been a year in development. Currently in use with two major dealer groups, it features a suite of eight videos, each less than three minutes in duration. These can be emailed to customers with photos of their vehicle in the workshop, to help them make an informed decision about recommended servicing needs.
Compatible with all major internet browsers and optimised for use on smartphones and tablets, customers are also presented with a choice of responses, including a reply email button that is linked directly to the service advisor they are in contact with, to ensure communication is seamless.
Symco’s owner, Simon Bowkett, said the development of ‘2nd Face’ was in direct response to feedback from aftersales teams about the challenges of upselling under pressure:
“By embracing technology and enabling customers to have all the information they need at their fingertips, ‘2nd Face’ gives service advisors significant additional credibility with their customers by allowing them to make informed decisions in their own time.”
“There is certainly scope for this initiative to positively influence CSI scores too, as well as boosting revenue.”
Dealers interested in learning more about ‘2nd Face’ are invited to contact Darren Bedford via email Darren.bedford@
Click here for the new website – http://www.2ndface.tv