This article appears originally at

Ever wake up in the morning, sip your coffee, and think, “Today is a great day to find a collision center!”?

Of course not. Most people looking for a body shop are in the midst of a stressful, unexpected situation. They’re wrangling with insurance companies, missing work, and potentially even dealing with personal injuries. Getting their car repaired safely and quickly is critical to customer satisfaction. But too often the transaction ends there.

The fact is, a positive, data-informed Consumer Experience in your dealer collision center opens the door to future sales opportunities. With the right marketing and analytical tools, you’ll be uniquely positioned to get that collision customer back into your service drive again and again—and to get them, their friends, and their family into the new car sales funnel. And it all starts by looking at Consumer Experience data.

What happens in one dealership area affects the other. Unified data analysis that considers the sentiment of your collision shop, service drive, and dealer-ops customers will position your business to own the Consumer Experience from all angles. This kind of unified data reporting is available, if you know where to look.

And the data doesn’t lie. Data shows customers want to feel cared about, so ensure you’re engaged throughout the repair process with automated communications, alerts, and reporting tools that are centrally managed as a single-enterprise solution. They’ll know this level of care carries over across your entire operation.

Data shows customers crave convenience. Things like mobile pay and e-sign not only streamline the process and minimize disruption in their daily lives but are proven to bolster CSI and CP labor. Let customers know you care about their time, regardless of why they’re in your dealership.

They want trusted workmanship, service, and sales: let them verify it by maintaining a positive online presence through data-supported, integrated digital marketing. Control and enhance your reputation with verified reviews from real customers like them. Consumer trust in your body shop translates to other areas of your operations, and vice versa.

And, most importantly, they want to feel safe in their car again. Industry certifications are just the beginning: collision operations should always look to performance data to guarantee technicians are at the top of their game and should ensure “comebacks” are kept to a minimum. Safety is a top consideration for almost any new car buyer, and your operations should reflect your dedication to that.

Customer retention tools are out there, but simply having and using them isn’t always enough. You have to find the data. Consumer Experience analytics enables you to change your entire operations culture and elevate each and every experience to one of true care and quality.

Your customer may be having the worst day of their life. Treating them with dignity and empathy is something they will remember. Protecting them with data-verified best practices and quality of workmanship is something they will reward you for—by coming back.

Building Customer Trust in a Skeptical World

Do your customers trust you? If so, how and if not--why? People want to trust their financial advisors, teachers, lawyers, doctors, and that’s right—the people who work on their cars. But many consumers entering any business transaction are often skeptical...

read more

Can Dealerships Learn Something From YouTube?

When YouTube began looking around in Silicon Valley for venture capital back in 2004, they ran into a lot of rejection. At that time, people thought that renting movies through the mail would be inconvenient. But with video streaming technology in its...

read more

Is the Personal Phone Call Dying?

The old personal phone call is fading into the background and although it will never go away completely, text message communication has already taken over the business world. According to a study by Forbes, 50% of consumers experience difficulties when...

read more

Why Should You Care About Your Online Reputation?

In the Automotive Service Industry, businesses get hit with waves of new challenges every day. Many business owners, service advisors, technicians, and controllers tend to get overwhelmed with the speed at which technology is evolving. Even if “there’s...

read more

The first 24 hours are crucial for retaining customers

Texting is 10 times quicker than phone calls – by the time you make one call to a single customer, texting would have enable an effortless communication with 10 customers.

The essential truth about retaining customers is the way you are able to keep them engaged. As the old saying goes – the best way to grow your customers is not to lose them.

Status Updates Can Improve Customer Satisfaction Rating By 10%

Informed customers are happy customers

Automated status updates ensure customers are kept informed during the service lifecycle.


Automated two-way communication

Reduce inbound and outbound calling between service writers and customers with real-time status updates via text messaging and email.


Real-time analytics

Available analytics in real-time provide realistic target date and time on all delivery promises. Customers are able to schedule and plan their day more efficiently.

Share This