Integrated Dealer Systems (IDS) launched ServiceCRM, a digital tool that enables service teams complete automation of their customer communications to reduce their repair event cycle time (RECT).
ServiceCRM is an online customer and internal communication platform with built-in automation tools. The platform enables service teams to dictate their workflow while keeping customers and internal stakeholders informed during the repair cycle. By cutting back on the time service departments spend following up with customers, updating work orders and tracking down information, IDS stated ServiceCRM reduces RECT to less than 29 days.
“I believe you cannot have a great customer experience if you do not have a great employee experience,” says Frank Tamburrini, general manager at IDS. “ServiceCRM helps dealers tackle both those areas by making it easier for the service team to stay on top of their work and in turn, keep customers updated with personalized communications.”
Service departments can create new processes and improve upon efficiencies through the ServiceCRM. The platform will automatically trigger event specific activities. Platform activities include task creation, internal email notifications, customer text messages and real-time task notifications to technicians on their mobile devices
Chris Buzny, IDS initiative manager, said the web platform is integrated with Astra G2 Dealer Management System, an IDS product.