VERO BEACH, Fla. — dealerTEL has added “end-to-end” campaign success metrics designed to help dealers determine where their marketing dollars are being used most effectively. For the first time, dealers will be able to track not only where a call came in from, but also any and all interactions that happen once the call has been answered within the building.
Through the new reporting capabilities, dealership management will be able to track everything from how many times a call was transferred to which calls were abandoned and which employee ultimately ended up handling the call, according to the provider.
“The missing element in call tracking has always been what happens once that phone opportunity rings into the store,” said dealerTEL’s founder, Steven Barnett. “It’s great that we can track phone leads back to the original source that brought them in, but what about all the data we can glean once that call is in-house? That information is priceless.”
dealerTEL is billed as the only communication platform that closes the loop of missed calls by bringing mobile and desk phones together seamlessly and automatically adding all the information to the dealership’s CRM system. By bringing all calls under the umbrella of the company’s communication system, the calls and flow can be tracked, analyzed, and reported on, enabling dealers to staff up or reroute calls so no opportunities are missed, Barnett said.
“Before we introduced these more powerful tracking tools, if a dealer looked over a report, he or she would only see the amount of calls missed,” he added. “However, that’s not giving management a full picture. What if one particular employee is missing 90% of the calls? Or what if the calls are being abandoned because of the amount of transfers once in-house? This is the type of powerful information dealers can now find in dealerTEL’s system. And from there, they can create training opportunities, or new processes to enhance the customer experience.”