Veränderung

The automotive sector is undergoing a radical upheaval. According to expert forecasts, the franchise sales outlets in developed markets will fall by up to 40% over the next five to ten years. The aftersales range will remain stable. However, worries continue to bring profitability and customer satisfaction.

The customer buying behavior has changed fundamentally. The Internet has profound effects, especially due to the search engines. This trend will continue with the improvement of online functionality.

Wie viele?

smartphone

CitNOW fits this trend. Since 2008 we offer personal video presentation solutions for the automotive industry. We cooperate with 37 manufacturers in many markets, including Europe, Asia / Pacific, North America and the Middle East. More than 31,000 videos are sent per day to the customers of our car dealerships. The figures continue to grow rapidly. In the first quarter of 2015, the video volume increased by 30% compared to the previous quarter.

We have invested heavily in infrastructure. 13 primary video servers are strategically distributed across the globe, including in the UK, Germany, North America, South Africa, Russia, Japan and China. They enable our customers to instantly watch videos regardless of their location. In addition, we have over 120 servers for failover and data backup to ensure the highest level of system and data integrity.

Our apps are constantly updated when new languages ​​and markets are added. CitNOW’s products are currently supported in 22 languages.

Video Relationship Marketing (VRM)

Sales and marketing teams are familiar with Customer Relationship Management (CRM). An interesting trend in the UK is the way manufacturers define the ‘customer contact points’ for the vendor’s video communication, the so-called Video Relationship Management (VRM). Video services are available for each stage of the Customer Journey. This starts with the generation of leads on the website and ends in the aftersales area. By integrating CitNOW into the search for used cars, queries about a personal video can be directed directly to the CitNOW sales app at the dealership.

At the moment, 16 contact points with video presentations are defined as part of the sales process: from the date confirmation to the ‘thank you for your order’. There is also the natural opportunity to present the Aftersales team to the customer when handing over the vehicle.

CitNOW Workshop and Bodyshop are proven apps that form an integral part of our services.

Our applications and services are continuously developed in close cooperation with our manufacturing partners.

Gebrauchtwagen/Neuwagen – die Grenzen verschwimmen

new-car

Recent research by AutoTrader.co.uk has shown that the limits of buying behavior are becoming increasingly blurred. Used car buyers have also considered the purchase of a new vehicle and vice versa. The same applies to CitNOW in the car house.

Many dealers use personal video presentations for the sale of new cars. In our CitNOW Sales App *, a new vehicle model can be selected as part of the customer acquisition process. The customer receives his personal video as well as a brand-specific presentation page with the respective model details.

About three-quarters of new car sales in the UK are financed by leasing contracts with the National Contract Purchase (PCP). This makes the renewal process much easier to plan. For this reason, many of our dealers are sending six months of contracting videos with the latest model of the customer vehicle, where the improvements are presented.

Schnittstellen

Wir unterhalten ein laufendes Programm für die Integration von Drittanbietern. Bisher sind viele dieser Projekte im Aftersales-Bereich angesiedelt und umfassen die Zusammenarbeit mit Anbietern von elektronischen Systemen zur Fahrzeugannahme in Großbritannien und Europa. Unsere neueste Integration im Aftersales ist mit dem Anbieter CDK Drive.

In anderen Märkten haben wir Workshop Plus, einen Premium-Video-Service mit integrierter elektronischer Checkliste, eingeführt.

Kundenservice, der Ihr Unternehmen unterstützt

handshake

Unsere Kunden werden von erfahrenen Mitarbeitern im Kundenservice und der Schulungsakademie unterstützt. Das beginnt generell mit einem Pilotprogramm und geht bis hin zur Markteinführung. Unser Team koordiniert jeden Aspekt des Prozesses, von der ersten Schulung und Konfiguration des Produkts für Händler bis zur Vermittlung fortgeschrittener Kenntnisse und Wartung. Im Mittelpunkt steht für uns die Rentabilität Ihrer Investition.

Die Managementberichterstattung ist ein wichtiger Bestandteil unseres Angebots. Unser Live-Online-Dashboard stellt Analysen auf Unternehmensebene bereit. Dazu gehört ein Leistungsvergleich des Verkaufs- und Aftersales-Geschäfts nach Land, Region oder auch weltweit bis auf die Ebene einzelner Techniker und Verkaufsberater.

Nach Feststellung des Video-Volumens bei einem Händler wird eine qualitative Bewertung durchgeführt. Für jeden Vertragshändler lässt sich die Funktion ‘Dieses Video bewerten’ von CitNOW aktivieren, sodass die Kunden nach Ansehen eines Videos sofortiges Feedback geben können. Außerdem werden die Videos nach unserem eigenen automatischen Punktbewertungsverfahren anhand von ‘Best Practice’-Kriterien bewertet.

Warum machen wir das?

Wir schaffen für Verkaufsberater, Kfz-Techniker, Gutachter oder Führungskräfte im Fahrzeughandel und Service das, was am wichtigsten ist: Vertrauen! Und das gilt für Autohäuser weltweit. Denn wenn der Kunde zufrieden ist und Ihnen vertraut, zahlt sich das umgehend für Sie aus.

Fallbeispiel: Schulungsprogramm von Volkswagen UK

Volkswagen UK has entrusted CitNOW with the development and delivery of the video training program ‘Volkswagen Video Stars’ in Great Britain. The workshop was held at dealers’ centers over a period of three months in five completely self-sufficient training mobiles, which were attended by more than 180 Volkswagen dealers from all over the UK.

The main objectives of the training program were to increase the number and variety of videos produced, a higher order rate for necessary repairs, a higher order volume for recommended work, the production of additional videos for diagnoses without found defects and improvement of customer satisfaction.