CSI & Contact Plans

Automated customer communication plans

Customer Retention

All communication automation is designed to improve customer retention by making vehicle management easier for the customer, and improving dealership trust

Automated Schedule

Once your contact plan is set up, Pinnacle will automatically send communications, such as reminders, thank you messages, and CSI requests, to your customers without further management or admin

Positive feedback

Automatically saved against the customer record so you’re able to view their historic interaction and level of satisfaction on their next visit, as well as running numerous performance reports

Negative feedback

Feedback below a certain level automatically flags within Pinnacle to be actioned by management, allowing you to quickly handle complaints and poor performance to reset customer expectations

Automated satisfaction surveys and contact plans

Automated and regular contact-plan based communications allow dealerships to set high performing digital conversion routines to increase workshop return rates, close showroom sales, and feedback important satisfaction indicators to help improve business performance. Integrated email tools supported through a vast range of reporting tools, allow Pinnacle users to stay ahead of their competition and improve customer retention.

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Keep in regular touch with new and existing customers through a series of email communications. Follow-up on a new vehicle purchase or remind them of aftersales tasks required on their vehicle.

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Fully branded CSI emails

Trigger automated customer surveys after a new vehicle purchase or recent workshop visit. The email contains your first question with an associated star rating. By selecting their associated rating the customer is taken to an online survey. If incomplete, Pinnacle still records the first selection and any subsequent answers. The customer’s historic CSI results are held against their record and can be accessed at any time.

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Full Reporting Suite

Trend Reports allow you to monitor your performance over a period of time, allowing you to assess whether your dealership is truly overcoming any possible issues, and ultimately refine your customer offering. Drill down throughout the report to see individual CSI results.

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After Sales Diary Contact Plan

How often do you want to automatically contact your customers? What do you want to contact them about? Contact Plans can be designed to generate contacts throughout the vehicle ownership to re-capture the future re-sale.

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After Sales Diary

Targeting customers who fall into MOT and Servicing, for example, you will find an increase in customer autonomy in looking after their vehicle and less prospecting calls from your Aftersales team.

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