How to Build a Service Experience that Does More Than Selling?

Have you ever thought about what transforms a purchase into a lasting connection? It’s not just service, technology, and support from you; it’s also the care, connection, and convenience you provide.

When it comes to dealership success, pre-sales and sales efforts often steal the spotlight, as they should. But here’s the thing: after-sales support is just as important, if not more so, for long-term profitability. Beyond the point of purchase, it’s about strengthening that connection with your customers. These actions ensure that your clients; both individual and business, feel secure and valued.

Whether you're converting one-time buyers into loyal customers or fulfilling their one-time service needs, effective after-sales strategies are essential for driving revenue and growth. Let’s explore what after-sales services are and how you can make the most of them to benefit your dealership.

What Does After-Sales Support Really Look Like?

What does your internet service provider do? Beyond just delivering connectivity, they offer customer support to troubleshoot issues and answer questions. In the automotive world, after-sales service works similarly. It ensures your customers feel supported throughout their car ownership journey. Here’s how dealerships typically approach after-sales:

• Personalized Follow-Ups: The sale doesn’t end when the papers are signed. A simple follow-up, like a call or a personalized email asking how they’re enjoying their new vehicle, can make all the difference.
• Customer Support via Digital Platforms: After the sale, service shouldn’t be complicated. With digital platforms, customers can easily book their next service, keep tabs on their vehicle’s service history, and get real-time updates, all in one place.
• Comprehensive Warranties: Warranties are a big deal. They give customers peace of mind, knowing they’re covered if something goes wrong down the line. It’s not just a safety net; it’s a promise that you’ve got their back, no matter what.

Personal Touches Make the Difference

After the sale is made, the real work begins in building lasting relationships with your customers. A simple "thank you" can go a long way, but a personalized approach keeps them coming back. For instance, using CRM tools to track a customer’s preferences, service history, or even important dates like birthdays can set the stage for meaningful interactions. A quick reminder for their car’s upcoming service or a greeting shows customer you care, and that can make a huge difference.

Convenience is also a major factor in post-purchase relationships. Empower your customers to book services at their convenience, whether through an app, your website, or even via WhatsApp. The easier you make it for them, the more likely they are to return. Now, add in features like video health checks, where customers can watch a mechanic inspect their car and approve services from the comfort of their homes.

When issues arise, being quick and accurate with your solutions is vital. Service advisors equipped with tools to instantly access customer details and service history can resolve concerns faster, leaving customers satisfied and confident that you’re always ready to assist.

Digital Tools That Elevate the Aftersales Experience

Incorporating digital platforms into your after-sales processes isn’t just about modernization; it’s about delivering the kind of service today’s customers expect. Here’s how innovative tools can help:

• Service Appointment Booking: Customers expect convenience, and omnichannel booking gives them just that; schedule via app, website, or WhatsApp. Personalized recommendations, instant service estimates, and digital approvals make the process faster.
• Parts Portal: Finding the right parts has never been easier. With a user-friendly portal, customers can quickly search, browse, and order what they need. Real-time updates and easy tracking keep everyone in the loop, while third-party catalog integration ensures accuracy.
• Loaner Vehicle Management: Getting a loaner car should be easy. With digital tools, customers can reserve and return their vehicle without any inconvenience. The whole process is simple and quick, so your customers stay on track while their car’s being worked on.

Aftersales, Beyond Just a Follow-Up

With Oorjit, after-sales transforms into an opportunity to strengthen relationships and build trust. Through the Digital Services Platform, customers can easily schedule their service appointments, choosing a time that fits perfectly into their day. As their vehicle moves through each stage of the process, they receive real-time updates, staying informed and reassured. Access to their full-service history adds another layer of confidence, making them feel valued and in control.

When it’s time to replace a part, the Parts Portal simplifies the experience. Customers can quickly find and order the exact part they need, avoiding unnecessary delays or confusion. It’s a straightforward, reliable process that reinforces their trust in your dealership and keeps them coming back for more.

So,

• Retention Matters: When a customer walks into your dealership for service and leaves feeling valued, it’s not just about that visit; it’s about the next time they need a car or service. They remember how well they were treated, and that’s how loyalty is built.
• Referrals Work: A happy customer doesn’t just talk about the car; they share the entire experience. Maybe it’s a family who felt taken care of before their road trip or a business owner who was impressed with your efficient fleet service. These positive stories spread, bringing new faces to your dealership.
• Revenue Boost: When customers feel supported after the sale, they’re more likely to trust you with their next purchase or service. A simple tire replacement can lead to a conversation about premium accessories, growing your revenue. With every interaction, trust builds, and so does your business.

With Oorjit, every interaction is an opportunity to build a relationship, drive referrals, and boost revenue. Beyond that, every experience for customers is meant to make them feel seen, valued, and supported at every touchpoint.?