Organic Dealer & Customer Engagement
When the customer enters the finance office of a dealer, they've already made a decision to buy a vehicle from that dealer. As a support industry in the F&I office, we do a great job of disrupting that decision by showing the customer products and services they've never heard of.
With Your Dealer Experience, the selling dealer promotes themselves, powered by the Your Dealer Experience engagement platform, which supports the decision the customer made when they entered the finance office. During the F&I products menu presentation, the customers are introduced to the dealer’s service app. This show, don't tell, tactic amplifies sales and increases retention for the dealer.
When F&I products are traditionally sold, the dealer's connection to their customer is lost, associated to the F&I product service interaction. The customer is forced to interact with the various third party administrators' (TPAs) claims mechanisms, primarily disassociated 1800 numbers or archaic online forms, when service is needed. The dealer's brand and their customer relationship is typically never honored after the point-of-sale.
With Your Dealer Experience, the dealer's relationship with their customer is always supported through the dealer's branded service app. Rather than handing the customer off to multiple disconnected service channels, the customer has one dealer branded engagement platform to manage all their purchased F&I products, even when multiple TPAs exist. The Your Dealer Experience platform connects the TPAs behind the scenes using Dash, an advanced claims management system.
Service Drive Connection
When a customer intuitively returns to the dealer's service drive for service, this is an organic opportunity for enhancing the dealer's relationship with their customer. However, today's disconnected multiple TPA service maze makes it equally difficult for the service advisor to initiate service for their customer. The retention opportunity is strained because of his out dated navigation challenge.
Path To Service
With Your Dealer Experience, the service advisor simply asks for the customer's last name, then scans the vehicle's VIN bar code using the dealer's branded service app, and they're immediately connected with an innovative path to service. Simple and intuitive - even when multiple TPAs exist.
What should digital claims engagement look like today?
If you're expecting an Amazon-like experience with most third part administrators, you'll be very disappointed. 1800 numbers, phone queues, CALL HOLD WAIT TIMES, archaic fill-in-all-the-blanks online claim forms or an anemic app that only works with certain F&I products or one F&I provider litter today’s support landscape. The question is, should a customer (or dealer’s service advisor) have frictionless access to all of their F&I products and related services on one dealer branded app, even if those products are fueled by multiple providers?
Mechanical digital claims with YDE
GAP digital claims with YDE
Ancillary digital claims with YDE
Customers desire a personalized experience. Your Dealer Experience delivers the transparency of individual coverage details, custom vehicle interaction and a direct conduit to service. Your Dealer Experience is the customer's personal passport to enhanced ownership experience, with the dealer's brand and connection to their customer never lost.
Your Choice Protection®
The value of F&I products have long been a critical financial work center for every dealership. It's equally valuable to a new or preowned customer to enhance their ownership journey, as long as the customer has time to understand each F&I product. When these F&I products are presented to a customer at the time of a vehicle purchase (in the dealer's F&I environment), time is a major barrier.
Customers overwhelming want to reduce the time of the vehicle purchasing process but in doing so dealers are missing additional revenue opportunities. It's nearly impossible (even in the best scenarios) for enough time to be given for the sales person or F&I manager to present every F&I product and for the customer to equally understand each F&I product. Also, if the customer is already fatigued at the vehicle consideration and selection process, the F&I products may not have a credible chance at all.
With Your Dealer Experience (YDE), the customer and service advisor have intuitive access to all the customer's purchased F&I products (even when multiple F&I providers exist). By unifying, transforming and digitizing this experience, the customer and service advisor have simple accessibly to all of the purchased F&I products and related services, when needed. Additionally, by displaying to the customer their purchased F&I product(s) in one view, even when powered by multiple F&I providers for the first time in the industry, the customer can see, learn and engage all the F&I products they didn't purchase…personalized to them.