Autoline Customer Relationship Management (CRM)

At the heart of Autoline is the CRM module - a comprehensive marketing tool designed to manage the business processes that increase customer satisfaction and improve sales performance. CRM enables dealers to manage contacts, enquiries, sales transactions, marketing campaigns and CSI feedback.

Understanding your customer

• Autoline provides a single customer and vehicle database that is used across the entire dealership.
• All customer information that has been captured and updated in CRM is shared throughout Autoline. The objective is for all users to have an accurate, up-to-date view of customer activities and history.
• Customers can be easily grouped together for the purpose of running targeted marketing campaigns and analysing their value to the business.

Effective customer communication

• The Autoline 'My Desktop' view is used to capture and analyse customer and prospect information. It also provides a list of daily activities including customer communications, appointments, tasks and follow-ups.
• The system supports email, letter, fax or text messaging. The preferred contact methods can be recorded against the customer's case file.

Simple control of the CRM process

• Autoline provides automated user actions and follow-up activities, such as contacting a customer following a quotation or sending an inspection or service reminder. These tools help to increase customer loyalty and maximise sales opportunities.
• CRM supports CSI and complaint handling processes as standard. Automatic escalation procedures help to ensure that all customer issues are successfully resolved.