The customer journey doesn’t end when a vehicle is sold. From upcoming renewals to missed service opportunities and customers who have gone quiet, there are valuable opportunities throughout the ownership cycle.
Our Aftersales services combine customer data, intelligent technology and human engagement to help you reconnect with customers, recover missed revenue and build stronger relationships over time.
Renew & Retain helps you stay connected at the moments that matter, supporting finance renewals, service plans and repeat business.
By using customer data to identify key moments in the ownership journey, it creates timely opportunities for engagement with next best actions identified. Our team then have relevant, brand-aligned conversations that help keep customers connected and encourage them to remain within your ecosystem.
Not every customer accepts recommended work the first time.
Aftersales maximises workshop revenue and service bookings. It recovers lapsed service customers and reconnects with customers who have declined recommended work, helping teams to make better use of available workshop capacity.
Lost & Lapsed re-engages customers who didn’t convert the first time, creating another opportunity to recover sales and service revenue.
As well as reconnecting with potential customers, the conversations can provide useful insight into why an opportunity was lost, helping your teams understand what could be done differently.
Each solution is designed to create meaningful customer conversations while giving you greater visibility of the activity and opportunities being generated.
Together, Renew & Retain, Aftersales and Lost & Lapsed help you make better use of the customers already in your database, recover missed opportunities and create more value throughout the ownership journey.
Group Marketing Manager
From our side, the campaign delivered exactly what we needed, not just in terms of orders, but in understanding the opportunity within our enquiry data. Working with Affinity, the structured follow-up and quality of conversations made a real difference. Even where customers weren’t ready to convert, we’ve come away with far greater visibility of future opportunity, and the cost per sale shows just how effective this approach can be when it’s done properly.
Chairman
Right from the very start, Affinity listened, learned and they have evolved a CX experience delivering better qualified prospects to our sales teams, whilst also treating all customers with respect. Naturally, we now see them as an integral part of our team.
CX Deployment Manager
Affinity’s CSI is delivering positive trends and is helping dealers understand and tweak their existing CX processes. It is helping drive improvements whilst at the same time, providing a quality solution. The CX platform is so easy to use, and having full access to all calls and customers comments provides a transparency that helps Affinity stand out.
