Courtesy Calls
Our Engagement Specialist contacts the customer to see how they are getting along with the vehicle.
WHO WE WORK WITH
AT OUR CORE
At Retain we believe that customer engagement is one of the biggest reasons why customers come back to your dealership and not elsewhere.
We engage with franchised main dealerships to increase retention, loyalty and sales by contacting both cash and finance customers at the right times.
Our customer engagement team contact customers throughout their agreement, giving quality information and guidance, and at the optimal time will book them an appointment to meet a sales executive to renew their agreement.
Whilst we contact your existing customers, your sales executives will have more time to secure new deals and forge the beginnings of a new customer relationship.
From day one of a customer’s agreement to the day they sit back down at the dealership to discuss their next vehicle – we are there every step of the way.
THE CUSTOMER JOURNEY
12 & 6 Month Reviews
The customer will be contacted at both intervals to discuss what their plans are, and if there are any offers or deals which they could take advantage of.
Finance Review
When our systems inform us of the optimal time, we will contact the customer to talk through their options and explain the processes.
Appointment / Remote Qualification
Our team will either book the customer in to discuss face-to-face or remotely value the customer’s vehicle, qualify them, and quote fully in-line with the dealership’s guidelines.
Sale / Renewal
The customer will deal, and we start the customer journey again with an already established relationship.
INTEGRATIONS
We don’t replace your existing systems, instead, we work alongside.
We support both eMaster™ and Key2Key™, and provide custom integrations if your dealership uses other software.
We don’t replace your existing systems, instead, we work alongside.
We support two of the most commonly used finance platforms, and provide custom integrations if your dealership uses other software.
Along with integrations with your finance systems, we also leverage the power of both cap hpi™ and Codeweavers™ to bring you and your customer’s next-level solutions.
WE DON’T REPLACE – WE ENHANCE
Alongside our courtesy, finance review and qualification communications, our engagement team will also allow you to focus on what is important whilst we work through your campaigns and targets.
Not reaching your targets? Inform us, and by using our reporting systems, we can pinpoint exactly what we need to do to get you to your targets.
Have used stock that’s not shifting? Not a problem, we can use SWITCH to match your current customers to your used stock so its a hassle-free transition into your used stock.
THE DIGITAL REVOLUTION
It’s here, and already transforming the industry, hence why we have always pushed our solutions and software to places it’s never been heard of.
With 82.9% of the UK population owning a smartphone, sitting and calling is not the only way to communicate with customers. We take every possible communication method and transform the way your customers talk to us. From SMS, recorded phone calls, to emails, live chat, instant messaging and WhatsApp.
Not only do we lead the way in (white-label) communications, we also excel in every aspect of your customer’s journey. Our online Qualification & Sales solutions allow your customers to never set foot in the dealership, and your team only has to value the car for us.
ONE OF OUR MANY DIGITAL SOLUTIONS
ONLINE QUALIFICATIONS & SALES SOLUTION
TRUSTED BY DEALERSHIPS ACROSS THE UK
“Retain Group are the most professional renewals specialist team we have worked with, they have an extremely good attention to detail and the information they provide to the dealership is always accurate and very informative.” – Audi
ACCESS EVERYTHING.
ANYWHERE.
Listen to call recordings
View all communication we make
Read the latest customer notes
Accept and manage appointments we book
Action sales and service requests
Access in-depth reporting
YOUR CUSTOMER’S PORTAL
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Latest vehicle MOT & TAX
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Live chat
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Compatible on all devices
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Appointment Booking
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Agreement details and figures
The customer portal is the newest gateway for your customer to interact with us. They can book appointments, view their latest MOT & TAX information, update their mileage, and get in contact with us via live chat.
ALL AT YOUR DISPOSAL
View campaigns and the customers within
View and manage customers within a certain campaign right from your Dealership Portal.
Gather customers into a campaign dependant on your current sales strategy (Pre-reg, used, adopted stock, etc).
View customer info and updates
Via your Dealership Portal, you can view and update customer’s information.
You can also see any changes we have made such as their contact details, so your dealership has the most up-to-date information for that customer.
Your appointments at a glance
Our easy-to-use calendar gives you an overview of the upcoming appointments we make for you. All appointments are coloured and categorised so you have a better understanding of the current outlook. You can also mark certain dates so we know not to book appointments during that time.
Customer Requests
Not only do we book appointments for your customers, but we also make sure they are taken care of in all other aspects.
The Requests feature allows you to see any sales or services requested by the customer.
Insights into how well your campaigns are doing
With such large amounts of information, your Dealership Portal will give you live and custom reports for every scenario. From the best day and time to call customers, to the quarterly conversion rate.
