CDK Global announced Friday at the 2019 National Automobile Dealers Association (NADA) and American Truck Dealers (ATD) Show a new comprehensive and enhanced service model – Customer Success – designed to help dealers operate more effectively and build stronger relationships with customers while leveraging data to drive business improvements.
CDK says the new customer-centric service model includes the addition of a specialized organization dedicated to dealer success, technology to provide insights for better decision making and expanded service hours.
“After talking to our dealers and listening carefully to their needs, we agreed it is time to forge a new path where our customer service is concerned,” says Brian Krzanich, president and CEO, CDK Global. “Dealers want and need an engaged, dedicated service approach that gives them insight and data about their operations so they can drive improvements and get more value out of their systems. Our new service model is designed with dealer success in mind.”
In addition to the existing CDK global dealer service team, CDK says the core of the new model is deployment of a dedicated team of Customer Success Advocates and Performance Management Team. This entire team is committed to helping dealers optimize the use of their CDK-provided systems to obtain better business results. The charter of these Customer Success Advocates is to proactively work with dealers at every step of the customer relationship, aligning to their business priorities and helping unlock more value for the dealer, the company says.
Along with this enhanced customer-centric dealer service model and larger service team, CDK also Friday introduced a new Customer Success Dashboard which will link dealer business priorities and performance KPIs to adoption, service and system usage information. With proactive and expert help from a dedicated Customer Success Advocate, CDK says a dealer can know quickly where to focus efforts and personnel to fully unlock the value of their existing dealer systems to achieve business results.
CDK adds it has expanded its support hours to align with dealer hours, including weekends and most holidays, and that the new expanded service delivery model with Customer Success Advocates and the Customer Success Dashboard will be provided as part of the CDK customer relationship; there will be no added charge for these services.
“The Customer Success model we are deploying is a markedly different approach to dealer service…one that is data-driven and proactive,” says Dan Flynn, president, North America, CDK Global. “We’ll be adding significant value to the service we provide dealers by delivering real-time insights and proactive support so they can identify opportunities and make changes that improve their businesses in real time. After piloting the new model and realizing its positive outcomes, we know this Customer Success model will be very helpful to our dealer network.”
CDK says the model is currently being piloted by several dealers. A full rollout will begin in mid-year and continue in a phased approach until all of CDK dealer customers are served by the model.