Progress WorkshopPro
eServiceManager : an Overview
eServiceManager is a new suite of products from Progress allowing live customer interaction with the service department, saving you time and money. Features such as Online Booking and Check-in - Check-out, allow customers to take control of their service requirement - allowing them to make decisions at their own pace and in their own time. This builds confidence and trust and at the same time frees up administrative resources at the dealership - saving tangible costs from the bottom line.
In addition, eServiceManager digitally communicates at all the necessary customer touch points but doesn't replace the need for human interaction which is vital for customer rapport. However it does help with flow and efficiency and never lets you down where any human interaction is absent because of work capacity or human error.
Customer portals such as 'Customer Lounge' give your customers all the information they need online, taking your entire service offering to a new level of professionalism.
Live customer interaction with the service department, saving you time and money...
eServiceManager benefits:
- Online Booking - online facility for customers to book their car in for a service, choosing the date, time and various options themselves. Provides customers with options such as collection and delivery times, courtesy car type, valet choice, air con check and other 'extras'
- Online Check-in - pre-visit reminders direct customers to Online Check-in which allows paperwork to be printed prior to the customer arriving at the dealership, thereby reducing waiting time and minimising queues at busy times of the day.
- Customer Lounge - real time interactive webpage (mobile version available) offering the customer a window in to the service reception to see the progress of the service. Issues are dealt with as they arise with use of emails and other prompts
- Gold Service Customer Lounge - web portal offering customer service history, bespoke news, offers, event invitations and anything else that the dealer wishes to communicate
- Online Check-out - paperwork, key collation and automatic payment can be arranged thereby reducing waiting times at the end of the day
- Branded Email/SMS - these are offered for Service & MOT communications and reminders, guiding customers to the online booking facility
- Post-visit follow ups and surveys - can be sent out automatically. Responses are received directly in the customer notes section and negative responses can trigger alerts
