OPENLANE Unveils New Customer-Service Tool for Dealers

April 21, 2009

Email this story Printer Friendly Version

MENLO PARK, Calif. — OPENLANE has launched a new customer-service feature on its Web site that allows the company and its dealer base to communicate more efficiently if any concerns arise or if customer assistance is needed.

Basically, the OPENLANE Customer Service Portal provides registered dealers with an online avenue to receive answers to issues or concerns regarding their purchases and to check on the status of any customer-service inquiries.

It also lets dealers contact OPENLANE support staff at any time.

Dealers can access the Customer Service Portal as soon as they log into their OPENLANE account, and can instantaneously:

—Log and track the status of an inquiry online.

—Receive support from OPENLANE employees.

—Submit both photos and repair shop reports online.

—Submit feedback and ideas to OPENLANE.

—View and add comments anytime.

—Review key OPENLANE process and guideline documents.

"Excellent customer service and attentiveness to our dealer base, their questions and concerns, has always been of utmost importance to us," stated Jim O'Brien, vice president of operations at OPENLANE.

"By providing our customers with a feature that is accessible 24-7 and offers support when needed, we are furthering our commitment to customer service and ensuring that our dealers are satisfied 100 percent of the time," he added.

Management at one dealership, in particular, expressed its satisfaction with the new customer-service tool.

"Being able to access the OPENLANE Customer Service Portal has been invaluable and has provided me with an easy and efficient way to track the status of my inquiries," noted Joseph Digiovanni, general sales manager of Marrazzos Auto Service in New Jersey.

"Customer service at OPENLANE was always top-notch, but now with the Customer Service Portal, I'm able to manage my account at my convenience and get quick responses to any questions I have," Digiovanni added.

According to officials, the Customer Service Portal is also available via OPENLANE.ca, bmwfspurchasedirect.com (the BMW private label online auction Web site), and setfdealerdirect.com (the Southeast Toyota Finance private label online auction site).

All currently registered dealers can access the Customer Service Portal anytime. Newly registered dealers can the Customer Service Portal on the business day following their registration with OPENLANE.

For more information, visit www.openlane.com.

Auction/Wholesale