Vehicle data and real-time diagnostics have opened a whole new window of opportunity for importers and dealerships. Imagine seeing your customers’ vehicle error codes in real-time as leads, enabling you to act on them immediately and turn them into business. Imagine seeing the monetary value of these leads, which would give you clarity and motivation to accomplish more. Then, imagine that you get to see the monetary value of these leads, giving you clarity and motivation to accomplish more. These are the features that a dealership using ConnectedWorkshop can enjoy, thanks to vehicle data and, of course, our engineering team. This article will give you an overview of ConnectedWorkshops’ ‘Leads’ feature and the benefits it will bring to your workshop.
Leads: Transform your service mindset from reactive to proactive
Every business desires a customer base that is loyal to them, providing a consistent revenue stream. Not only that, but loyal customers spread the word about your business, return more frequently, and are less likely to switch to another service. Acing the game of customer retention in the competitive automotive industry is tricky, but not impossible. We know this because our customers have had a lot of success with connectivity.
Customer retention starts with a customer-centric and spot-on service. ConnectedWorkshop enables dealerships to support their customers by detecting problems in the vehicle before they turn into larger issues. This results in a seamless customer experience and removes the stress and hurdles of a faulty vehicle. That’s what eventually means to become proactive in vehicle maintenance. CC-Link collects real-time vehicle data that is then translated into a list of acute leads. In the following section, you’ll learn more about the various lead types.
Engine lamps
If the unit detects a lamp in the car, an engine lamp lead will pop open in the overview and on the vehicle details page. The vehicle owner will get a push notification about the engine lamp and be able to see it in the MyConnectedCar.
In the overview and on the vehicle details page, these are what open engine lamp leads look like:
The service advisor can close (or reopen) an engine lamp lead, and he or another colleague can be in charge of looking into the engine lamp lead and getting in touch with the customer. The chat feature on ConnectedWorkshop makes it easy to get in touch with customers right away. Here’s an example of a message that could be sent to the customer:
“Hi,
We can see that an engine lamp has been activated in your vehicle. There are numerous possible explanations for why this is lit up, and we recommend that you bring your vehicle to the workshop as soon as possible so that we can assist you in identifying the issue.
In this way, we can avoid larger annoyances in the long run.
Please let me know if you have a preferred time to visit – we’ll have a pot of coffee ready!
Best wishes.”
If the vehicle’s engine has been running for at least 15 minutes in a row, or if the engine has been ignited at least four times, an engine lamp lead will close automatically if the lead is not detected again.
Low battery voltage lead
If the vehicle has been driven in the last 7 days and the average battery voltage when parked is under 12.0 V, a low battery voltage lead is generated.
ConnectedWorkshop monitors the battery voltage in all vehicles every hour, all day. Voltage over time is shown in the examples below. The green spikes in the graph represent charging voltage when driving, whereas the yellow and red spots reflect parking. In our lead feature, we identify vehicles whose batteries haven’t been charged for 7 days. And these vehicles have poor battery voltage.
The overview of open leads and the vehicle details page show low battery voltage leads. Click the battery icons to display the 7-day battery voltage graph.
Service advisors can open this lead or assign it to another colleague to investigate the open battery voltage lead. Then they can contact the customer with a personalized message via chat. A low battery voltage lead will close automatically if the voltage median again measures above 12.0 V after 7 days.
Disconnected units lead
If the vehicle’s hardware unit’s main power source starts to fail, a disconnected unit lead is generated. This can occur if the vehicle owner manually removes the hardware unit from the vehicle or if a wire is loosely connected.
This is how disconnected unit leads appear in the open lead overview. Service advisors can view a historical overview of all the times the hardware unit’s main power source has been disconnected and reconnected.
Lead value feature
Workshops serve customers with distinct aged vehicles. Workshops can evaluate the value of following up on leads and servicing customers using the Potential Revenue feature. Workshop managers can turn on or off this feature and manually set a price for each Lead type.
The Potential Revenue-feature works as an estimate. It is entirely possible that pricing has been underestimated. This is because local conditions, work hours, and many other elements have not been taken into account in the calculations. The workshops’ professional assessments should always be taken into account.
