A partnership between a phone call tracking company and a dealership customer relationship management system could help auto dealers who “understand how critical it is to connect with customers in a personalized, relevant way.”
Car Wars and VinSolutions say their improved integration brings enhanced lead management capabilities to dealers that use VinSolutions Connect CRM and Car Wars.
The Car Wars dealership call-tracking software automatically attaches a recording of every outbound sales call to an existing customer record in Connect CRM.
The Car Wars tool attaches call recordings to Connect CRM customer records. It also generates and attaches written call recaps. Because that streamlines workflow, according to the companies, dealership staff does not have to listen to every call to personalize customer interactions.
That automation helps to streamline productivity for BDC agents, salespeople and management teams, according to the companies. It provides lead management capabilities in VinSolutions’ platform.
Connect CRM is the main day-to-day activity hub for many dealership staff, and the new integration provides pre-authenticated, direct access to Car Wars reporting and insights.
The companies add that a streamlined click-to-call workflow will make tracking every outbound call between the systems easier. That allows sales agents to work out of customer records in Connect CRM with a holistic view of each customer’s interactions and call history. When salespeople have such a complete understanding of a customer’s interactions with a dealership, the salespeople can improve the customer’s experience, according to the companies.
Lori Wittman, general manager of VinSolutions and senior vice president of dealer software solutions at Cox Automotive, emphasized in a news release the importance of a personalized connection between dealers and customers. VinSolutions is a Cox Automotive brand.
“This integration enhances Connect CRM users’ ability to provide the personalized car-shopping experience their customers want,” Wittman said. “This collaboration between Car Wars and VinSolutions will help dealers achieve their dual goals of better connecting with customers and improving efficiency and productivity.”
“This has been a long time coming,” said Car Wars partner and executive vice president of business development Cassie Broemmer. “We’re excited to begin rolling out the new integration to our mutual clients. As the phone is the No. 1 conversion channel for dealers, we understand partnership with leading CRM providers like VinSolutions is crucial to success.”
VinSolutions will also implement Car Wars’ new communication dashboard, Call Box, at its contact center. With the new system, users will be able to click directly into a customer record in VinSolutions Connect CRM while on a live call, and they can use “click-to-call.” The companies say Call Box allows real-time insight into calls before and as they’re happening.