ACCELERATE AFTERSALES

Accelerate Aftersales

THE UK’S AUTOMOTIVE AFTERMARKET IS GROWING RAPIDLY

3% per annum growth rate

30M+ vehicles serviced

annually

3rd largest automotive

market in Europe by 2020

8.1 years average age of cars on

the road in 2022

Independent switchersMany new car owners engage independent

dealers to service - and even sell - their

car before the warranty has expired. How

can manufacturers retain these customers

and cars?

Unreachable audiencesThe sooner that reliable used cars enter

the independent aftermarket, the sooner

that direct car owner contact is lost for the

manufacturer. How can manufacturers avoid

this loss?

Customer communication can accelerate aftersales.

Finance and lifecycle change 86% of new cars are now acquired with credit.

How will the rise of PCP, and consumers

changing to a new car regularly like their

smartphone, impact aftersales profitability?

Will manufacturers and franchised dealers secure their share?

Accelerate Aftersales

Accelerate Aftersales

Manufacturers use RPM to:

1 Increase service retention and profits

2 Hit parts spend targets

3 Raise ROI for customer retention

communications

4 Achieve national customer reach

regardless of budget

5 Ensure dealer network communications

are on-brand

Franchised dealers using RPM can:

1 Hit service retention targets

2 Win back customers and raise revenues

3 Maximise workshop utilisation

4 Increase impact of customer service

5 Raise ROI for their business

Reach more customers, increase service retention and boost your share of the aftermarket.

RPM - powered by Stericycle Expert Solutions

- is an automated communications solution

that makes customer relationship management

simple and cost-effective for both automotive

manufacturers and dealer networks.

Created specifically for the automotive

sector, RPM brings together data cleansing,

predictive algorithms and multi-channel contact

management. So you can focus on providing

excellent customer experiences.

Data cleansing is intrinsically GDPR compliant

and syncs crucial information, such as customer

address and car ownership status, against DVLA/

DVSA data sources. Predictive algorithms help

ensure that customers are contacted at the

right times, in the right ways and with the right

messages to take action. Our aim is that no

opportunity to secure an aftersales service or

develop brand loyalty should be overlooked.

Multi-channel contact management gives you the

power to reach customers nationwide through

their preferred communication method - email,

SMS or direct mail - to increase conversions and

control costs.

Managed through a simple cloud-based portal,

RPM gives manufacturers greater control over

branding and messaging, while also providing

dealers with a tool to meet service retention

targets, raise revenues and grow a loyal

customer base.

INTRODUCING RPM YOUR ROUTE TO RETAINED CUSTOMERS

How RPM works for you

Five reasons why manufacturers use RPM

Five benefits RPM brings for dealer networks

ConsultationYour dedicated account manager visits to understand your brand, customers and business. Once RPM

is running, they’ll return every quarter to share sector insight and make improvements.

IntegrationDepending on your business needs we can integrate RPM with CRM systems and DMS providers or

set simple trigger events, such as customer invoices, for data capture.

Daily updatesCRM, DMS or invoice data is passed to RPM each day in compliance with GDPR. This data includes

New/Used sales to ensure we communicate with all of your customers.

Cleansing and predictionRPM adds our business rules to your data, such as expected service reminders, and completes data

cleansing with DVLA and DVSA before any communications are sent.

CommunicationRPM sends branded communications according to your defined channel hierarchy - email, direct

mail and SMS. We also provide multi-channel follow ups to confirm receipt.

Service bookingIn response to RPM’s communications, customers

contact your customer service or dealer network

team to arrange a booking. Or have us call

customers first with our Appointment Booking

Service (ABS) option.

Work completedAs with any normal service booking, the vehicle

work is carried out by technicians in your dealer

network and invoiced - setting the RPM process

in motion again.

Accelerate Aftersales

Our team has decades of aftersales experience, unending enthusiasm and a passion to go the extra mile for our clients.

RPM provides an ongoing management service for manufacturers and franchised dealers. We appoint

a dedicated account manager so you can receive continual support and ensure we are meeting your

requirements with our flexible offering.

As part of Stericycle Expert Solutions, we can also draw on global experience in automotive product

recall, customer retention and contact centre services to meet many of your business integrity and

brand reputation needs.

Accelerate aftersales with RPMOur communications solution helps ensure you never miss an opportunity to communicate with customers - with the right message, in the right form at the right time.

Whether you’re reminding customers about the convenience, service quality and parts quality you offer - or simply checking in ahead of an MOT - RPM can help you to retain customers.

We designed RPM for manufacturers and dealer networks that need to make better use of aftersales customer communications. Boost your share of the automotive aftermarket by increasing customer and service retention.

To arrange a demo and find out how RPM makes customer retention simple for manufacturers and dealer networks, contact us today:

E Info@RPM-CRM.com T 03333 000 901 w RPM-CRM.com

HOW OUR TEAM CAN ENHANCE YOUR BUSINESS

Specific results we’ve achieved for clients

45%+ MOT and service retention

Very effective and excellent value for money, saving our team a great deal of time generating, writing and sending out reminders to our aftersales database. Specifically when the events are tailored down to an individual vehicle. We particularly appreciate the Change of Owner and MOT cleanse, which helps us maintain aftersales data integrity. Our Account Manager is always available to answer any queries we may have.”

Aftersales Manager, Local Dealership

What our clients say about RPM

We have a strong aftersales process and this both augments that process and delivers added real value to the work we do. The branded reminders ensure we’re on message with the manufacturer. And the reporting and feedback help us track our performance, including database housekeeping and achieve our demanding KPI targets… It offers excellent ROI.”

General Manager, Regional Dealer Chain

Our aftersales communications now reach more customers, enabling us to hit targets and sustain our aftermarket revenues. The increase to service retention and parts spend significantly outweighs the cost of running the service. Typically, we see more than an £80 return for each £1 spent. It really has helped us professionalise the communications sent via our dealer network and increase customer relationships with our brand.”

Head of Aftersales, Major Automotive Brand

£173 return for every £1 of ‘single location’

retailer spend

£106 return for every

£1 of ‘larger group’

retailer spend

RPM-CRM.com

E Info@RPM-CRM.comT 03333 000 901W RPM-CRM.com