Increase sales and maintain customer loyalty in the automotive industry
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Number of service orders by brand and dealer.
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Fleet aging.
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Customer churn after the warranty period ends.
If these metrics sound familiar but neither the reader nor the analytics team can define them unambiguously, explore our offering for building customer loyalty reports in the automotive industry.
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We advise on designing and implementing metrics that accurately define service package utilization over time across any dealer network structure
We design, calculate, and report corporate KPIs and OKRs on a recurring basis at the dealer, dealership, regional brand office, or group level
Reports that describe customer relationships contain valuable knowledge that enables a rapid response whenever unexpected customer behavior emerges. Accurately identifying points in the relationship where the risk of customer churn increases makes it possible to plan actions in advance that encourage continued cooperation.
Why report customer loyalty data?
The reason is straightforward: the knowledge in this data is an additional, cost-free source of new sales opportunities. Its value depends on how precisely the company extracts information before the opportunity disappears. The automotive service market changes rapidly, and needs arise from one minute to the next and disappear just as quickly as sales opportunities. An authorized service center builds on the relationship it established as the customer’s first service provider.
Despite the significant potential, producing these analyses involves certain risks. Work with personal data is often the critical issue. The resulting reports include lists of buyers who need reminders about an approaching warranty or lease expiration, for example. This information is highly valuable, but it must be based on an error-free data model that determines whether each individual has consented to contact, which is critical under GDPR. This is one of the main reasons to entrust reporting in this area to experienced specialists.
What do we do?
We build reports on customer loyalty and service product utilization. Our support provides the knowledge required to plan short- and long-term customer communication strategies. We begin with basic information at the customer level, including:
- end of the warranty period,
- start of the extended warranty period,
- approaching expiration of service products.
We continue through more detailed brand-level reports on the market penetration of active loyalty products and comprehensive service monitoring at the dealership level. Effective control of loyalty product performance over time includes:
Customer segmentation by business type and fleet size
Vehicle aging, including warranty terms and post-warranty service packages
Using these or similar criteria specific to the company and the data structure on which reporting needs to be based, we create the right metrics and deliver them as automated, interactive dashboards.