NEW Customer Support Improvements Coming July 2020
Jun 19, 2020
Many dealerships are struggling to navigate the “new normal” with New, Used and Service departments all facing unique challenges.
To support our customers and employees even better, we spent recent months asking for customer input and reviewing our support efforts and processes.
A few changes include:
Extending support hours
Streamlining meetings dealers attend
Creating more marketing automation when building both new and used ads
Updating multichannel attribution reporting
As a part of these changes, we are excited to announce significant improvements to our reporting platform. New, redesigned analytics dashboards make it easier to understand precisely which channels are working, and where changes are needed to drive performance.
These new changes will be introduced in July 2020. We’re making the resources available to empower customers to make more informed decisions.
We also plan to implement improvements such as call agendas with more efficient support and structured review time. As a part of this:
All meetings will be confirmed to prevent missed meetings. Agreed-upon agendas will maximize the dealer’s time, cover vital topics and keep everyone on schedule.
Calls will begin with priority items first (e.g. what are your top pages, top campaigns, top channels, best opportunities, etc.).
Recaps will be distributed after the call to outline follow-up action items, timelines and needs.
All calls the dealer feels are not necessary will be removed. Many dealers requested to reduce from weekly calls on Platinum accounts to every other week. We still encourage customers to call or email support outside of a regularly scheduled meeting when assistance is needed. We will continue delivering the support flexibility needed from a trusted strategic partner.
Dealer Teamwork’s days/hours for support will remain the same:
Monday through Thursday from 8:00 AM to 6:00 PM CST
Friday from 8:00 AM to 5:00 PM CST
Saturday from 10:00 AM to 2:00 PM CST
We also have emergency support available. Call us anytime at 833-201-2253. We will do our best to return your call within one hour.
Further, we are looking for feedback on our new custom reporting dashboards and monthly recaps. If you would like to help us understand what you would like to see in a monthly recap, please let us know. You can also send us an example of what you are using today to see if we can accommodate similar data points.
All these improvements are designed to serve you during these changing times. Our three goals in making these changes are:
Support you to the fullest, and make it as easy as possible for you to do business with us
Reduce the time dealers spend on the phone or via email with the Dealer Teamwork support teams
Increase our ability to drive better, more cost-effective results using data and multiple media channels
The last few months have forced us all to rethink our business models both in retail and as a partner.
We’re confident that we are prepared to help our dealers work smarter and more efficiently than ever.
Thank you, we appreciate your continued support.
CEO & Co-founder – Dealer Teamwork
Reach out to your account management team if you have any questions about these improvements. We are here to help you any way we can.