According to the National Automotive Dealers' Association (NADA), new cars will move slowly off dealership floors in 2024. Among other reasons, fluctuating fuel prices and pothole-filled roads mean the average South African finds it harder to shell out for a brand-new car.

Despite this news, OEMs have new vehicles lined up to grace showroom floors. As an automotive dealer manager, are you up for the challenge of moving new stock?

Converting customer curiosity into solid sales relies heavily on the potential new car buyer's experience once inside your dealership.

Happy customers drive up sales, but a good customer experience is essential in this challenging environment. Technology is the force that's reshaping this very essence of customer experiences. CRM systems, interactive chat functionalities and innovative tools are critical in elevating customer journeys. Not all automotive dealers are on board with the latest tools, making it harder to make those sales.

Let's unpack how dealerships can use these digital functionalities to keep customers happy and loyal.

Your Return on Investment with AutoRetention

AutoRetention, one of Motify's flagship programmes, is speeding up customer retention rates through optimising marketing efforts and nurturing long-term client relationships. These super-stats speak for themselves:

In 2022, clients using AutoRetention's CRM Database generated nearly 5000 additional service bookings, with another 3000 last year. We saw a similar trend for inbound dealer bookings: in 2022 AutoRetention clients fielded about 2500; this figure more than doubled to 5500 in 2023. That is an astounding 2125% return on investment (ROI). Key to this system is the team of customer maintenance professionals who expertly manage service leads while maintaining the integrity and cleanliness of customer databases.

Dealer Principal at Thorp Motor Group, Warren Thorp, had this to say about AutoRetention: "Ever since working with the team at Motify, they have helped to streamline our internal processes and, in turn, boosted our workshop services by taking a proactive approach to customer engagement. We don't consider Motify a service provider; we consider them one of our chosen business partners."

Bridge Digital Engagement and Sales with AutoWeb

AutoWeb, Motify's web-focused solution, allows customers to connect to your dealership from anywhere in the world. AutoWeb's innovative digital tools integrate into your CRM system, so every click, query and online interaction becomes an opportunity to understand better and serve your customers. AutoWeb's impact is evident: here's a breakdown of new business generated by one of our clients in 2023:

• Average 5460 Organic Search Sessions monthly.
• Around 200 additional leads a month.
• On average 18 more vehicles are sold monthly from web leads.
• Impressive 9.6% average conversion rates.

These figures prove AutoWeb's vital role in enhancing customer engagement and sales.

"We switched our retail website to a Motify solution because the integration between the website and the Pinewood DMS is seamless. The technology and the innovation that the team is putting behind their software are where we believe the future lies," said Willie Jooste, Marketing Director at Penta Motor Group.

Showroom Management Made Easy with Pinewood DMS

Impress your customers with Pinewood DMS, a sleek digital solution that supercharges customer engagement and satisfaction. Pinewood DMS manages each aspect of your showroom through innovative apps such as Host+ and Stock+. Host+ enriches the service and reception experience, enabling you to greet service customers efficiently, mark arrivals via tablet and manage service receptions with integrated job progress. It simplifies the vehicle health check process, including digitally signing job cards and enhancing the customer-service experience.

Simultaneously, Stock+ revolutionises sales and stock management. Wow your customers by sending them personalised vehicle videos and managing POPIA contact preferences. Stock+ also allows instant documentation uploads and a comprehensive view of all vehicle pictures and videos, streamlining the sales process. Integrated with vehicle appraisal and valuation tools, Stock+ ensures accurate and efficient customer interactions.

Host+ and Stock+ within Pinewood DMS create a seamless and personalised showroom experience, blending efficient service management with advanced sales tools.

The ROI of a Great Customer Experience

The question isn't just about these technologies' return on investment (ROI); it's about the value they add to every customer interaction. When technology elevates the customer experience, it translates into loyalty, repeat business and a more substantial brand reputation - metrics that are as crucial as any financial return.

Motify: Leading the Way in Technology-Driven Customer Experience

At Motify, our mission is to blend technology with human insight, crafting an automotive retail experience that's efficient, customer-centric and forward-looking. With tools like AutoRetention, AutoWeb and Pinewood DMS we're not just keeping up with the industry but setting new standards.

Driving Motify's success is Founder and Managing Director Julie Caldicott, who says passion matches purpose: "At Motify, we are passionate about service delivery in our industry, and we are working with dealers to pioneer the automotive retail landscape, revolutionising the customer experience, making it as efficient as it is personalised."

In Conclusion: A New Era of Automotive Retail

The future of automotive retail lies in technology's ability to make every customer feel unique, understood and valued. You're not simply selling cars anymore; you're building relationships and experiences. With Motify's expertise, South African automotive retail is on the cusp of this exciting new era: a future where technology isn't just a tool but the heart of customer experience.