Columbus Fair Auto Auction is encouraging dealers to “skip the phone call.”
Dealers should submit their requests for flooring services, gate passes, reports, transportation and inspections through “Post Sale Assist,” powered by AuctionVcommerce.
AuctionVcommerce says Columbus Fair Auto Auction is the first independent auto auction to integrate a digital service option allowing customers to manage their post-sale activities directly through their simulcast screen. With the Post Sale Assist feature, users receive an immediate confirmation of the department’s receipt of the request. That is followed by continual updates until the request is completed.
AuctionVcommerce says the initiative is part of CFAA’s ongoing effort to “optimize its operation for more efficiency and to improve the customer experience.”
“Post Sale Assist has enabled CFAA to identify opportunities for process efficiency and customer satisfaction,” Columbus Fair Auto Auction president and chief operating officer Greg Levi said in a news release. “Dealer Service Center continues to help differentiate CFAA from our competition.”
AuctionVcommerce says it is focused on providing Independent Auto Auctions with an infrastructure to support digital growth. The company in early 2018 introduced the Dealer Service Center, which is the parent system of Post Sale Assist. The system, which was deployed to several auction partners, is intended for release to all participating auctions, CFAA said.
The Columbus Fair Auto Auction Dealer Service Center can be accessed via cfaa.com, and the CFAA DSC app is available through the App Store and Google Play. Post Sale Assist is available under the Help tab in the Live Simulcast window.
“Independent Auto Auctions are up against disruptive technology that is appealing to the frustrations associated with traditional auction workflow,” AuctionVcommerce president Kelly Bianchi said. “In fact, when you look at recent articles with regard to digital advancements, independent auctions have fallen from the discussion. Our auction partners are making strides that deserve to be recognized and entered into the digital conversation.”
A support initiative at the center of the AuctionVcommerce business model serves as a catalyst for new product development and content that Bianchi says is aimed to reinforce the auctions’ relationships with digital customers.
“We provide the apps to fill the gaps,” Bianchi said. “With a smooth process in place, Independent Auctions can focus more on growth.”
CFAA says auctions currently using the Dealer Service Center have reported favorable results “consistent with the company’s objects.”
The auction also says AuctionVcommerce is currently working with Integrated Auction Solutions to deliver Post Sale Assist to AWG Simulcast Auctions. Auction Vcommerce says it welcomes the inclusion of Post Sale Assist in all Simulcast products.
“As vendors, it is our obligation to strategically align ourselves in the best interest of our clients. Requiring dealers to pick up the phone to complete their online transaction is not the best we can do and it is not a recipe for sustainability,” Bianchi said.
CFAA also released comments from auction leaders who are pleased with Dealer Service Center.
Clark County Auto Auction director of special projects Trevor Schroerlucke said Dealer Service Center has helped Clark County Auto Auction streamline communications for its transportation department.
“The multiple methods we used prior required spending a good deal of time making sure all requests were received and completed,” Schroerlucke said. “With the DSC, we can easily track and manage requests through a single program, allowing our department to function much more efficiently and with more accountability.”
Greensboro Auto Auction general manager Jerry Barker said his auction prides itself on customer service, and he said that with Dealer Service Center, his customers can engage with Greensboro any time and receive an immediate confirmation day or night.
“Communication is streamlined to each department and digitally prioritized for faster response times” Barker said. “Centralized communication means greater efficiency and less headaches for our customers.”
Charleston Auto Auction e-commerce manager Jeff Burgess said Dealer Service Center has played a strong role at his auction in creating a centralized platform to monitor transport requests and in cutting down on the amount of wasted time for phone calls and emails.
“Before the DSC, we would be doubling or even sometimes tripling the work that was needed,” Burgess said. “The DSC allows our entire team to stay on top of the process and efficiently make sure all requests are handled. It has brought a calm to the transport process, which I thought was merely a pipe dream.”