Consumer Experience Management System Solution
Full CEMS Powered by UpdatePromise Overview
CEMS provides a complete Fixed Operations Consumer Experience platform for Collision Repair centers and Dealerships. Additionally Collision Repair Management System providers, Automotive Repair management System Providers and Dealer Management System providers have the option to license the CEMS software for resale under a Powered by UpdatePromise label that lifts traditional processes into the service lane and into the hands of both the advisor and the consumer. From appointment scheduling to final payment and beyond, going so far as to track lost souls to bring customers back for their next service, CEMS Powered by UpdatePromise helps businesses and manufacturers optimize efficiency and profitability while increasing CSI/CSE and customer retention by meeting the demands of today’s evolving consumer in the Digital Service Age.
For licensing opportunities please email firstname.lastname@example.org with your company name, your contact information and desired use cases and a representative will contact you as soon as possible.
Appointment Scheduling with customer and vehicle history, National OEM Service History, Vehicle Health Status, OEM Special Service Campaigns, Previous Deferred Upsell, Shop Capacity Settings and OpCode Driven Online Service Menu. Includes an online consumer facing Appointment Widget for your website. During the appointment setting customer records are automatically matched and presented to user based on first and last name, contact and vehicle information. Users and customers can add and remove vehicles from their profile which updates the DMS records as well.
Tablet Vehicle Check-In with Video Walk Around, 5-year DMS customer and vehicle history, National Service History, Vehicle Health Status, OEM Special Service Campaigns, Previous Deferred Upsell and OpCode Driven Online Service Menu. Customers can Approve and Decline services for OEM reporting. Dealers can upload Custom Disclosures for state, federal and OEM requirements and capture Electronic Signatures on tablet. Select DMS integrations update the Appointment, Estimate and/or Repair Order. Completed Vehicle Check-In document is delivered to customer via SMS/Email to their Glovebox for their records.
Lobby Display for waiters with real time updates and advertising space. Customers can see how many cars are in line before them to help alleviate the anxiety of the wait.
Video and Photo Enabled OpCode Driven Digital Multi Point Inspection with OEM MPI forms, opcode driven estimating, production status alerts, parts routing and advisor approval workflow. Advisors can send the completed inspection form along with recommended items for approval or deferral to customers through their Glovebox. Select DMS integrations update the Appointment, Estimate and/or Repair Order. PDF Printing function that includes found issues and estimate.
Video and Photo Texting for ad hoc items and quick approvals. Technicians can take a photo or video of an item needing attention and send to the advisor for review. Advisors can review the item(s), price them and send to the customer for approval through the Consumer Glovebox.
Automated AI Status Updates with sentiment analysis, customer reply alerts, unread message alerts, customer MPI Approval Alerts, Payment Alerts, Expiring Promise Time Alerts and more. Using AI and Machine learning CEMS Powered by UpdatePromise can alert advisors, managers and executive team members if a customer’s conversation is becoming increasingly negative. AI monitoring knows when to, and when not to engage the customer to prevent confusion with any manual communications between the customer and the Advisor.
Production Workflow to alert users when a vehicle is ready for them to work on. Departments include parts, advisors, technicians and car wash.
Online Automated Trade Appraisal Requests with deal routing. Customers are given the opportunity during the Post Delivery Feedback process to request an appraisal on their vehicle, moving the new car sale process to post repair vs pre-repair. This workflow increases customers satisfaction and saves dealers from paying for appraisal appointment referrals.
Post Delivery Feedback and Customer Satisfaction Surveys with Review Gating to increase online reviews with third party providers. This feature helps dealerships stay in front of upset customers to resolve any outstanding issues and ensure total satisfaction. The Review Gating helps balance their 3rd party review sites with service reviews vs just sales reviews.
AutoRepair-Review website with Shop Profile, Integrated Appointment Widget, Photo Gallery, Video Gallery, Monthly Blogs, Social Media Integration, Mobile Click to Call, Driving Directions and Scrolling Review Widget for your Website. This provides Dealers increased online presence for no additional charge. In addition, the linkbacks generated by this site provide increased SEO value helping dealers capture more of the top tier SEO Ranking positions in organic search results.
Mass Campaigns with approval workflows and deal routing. BDC or marketing team members can create and schedule campaigns to be sent to customers through CEMS Powered by UpdatePromise. Campaigns can be assigned to users to track and respond to customer replies. Users can create re- usable templates, select SMS, Email or SMS and Email delivery methods and include images, links and other content.
Lost Soul Follow Ups with custom messages and timing. Dealers can set predetermined time frames to follow up with customers who do not return for service within a given time period. This helps Dealers keep their assigned customers Follow up messages can include images, attachments and links.
Consumer Glovebox provides a secure two factor authenticated web based (No App download required) consumer Glovebox where customers can view Media, Vehicle Check In Documents, Approve and Defer found issues from MPI, complete Mobile Payments, Electronically sign documents, view conversation and transaction history for their service repair and chat instantly with their Service Advisor. Users are sent a link via SMS or Email anytime they are required to view their Glovebox.
Reporting includes: Technician MPI Report, Estimator MPI Report, Appointment Show/No Show, Deferred Item Report, Sales Report with Up-sell Dollars and Percent, Media Usage Report, Promise Accuracy Report, Communication Preference Capture Report and more.
Consumer Finance Options
Integrated Merchant Services including desktop payments, gateway free Mobile Payments and E-commerce Solutions that integrate with your DMS and in many cases distributes payments directly to the Repair Order. Competitive Merchant rates meet or beat any current processor fees. Modern payment solutions with text and email capabilities for customer receipts and electronic signatures.
Merchant Integrations include FirstData, CardConnect, Bank of America, FiServ/WorldPay/Vantiv, PayJunction and PaySafe/PayTrace. Dealers can take swipe, chip, NFC, Apple and Android Pay.
Consumer Service Financing provides Collision Repair Centers, Automotive Repair Centers and Franchise Dealers with a point of sale financing option to assist their customers when there is a need to cover unexpected expenses or large repairs. Automated presentation during each stage of the Consumer Experience workflow provides consumers with an affordable alternative of monthly payments without the need to rely on an employee to present the option to the customer. This automation increases adoption, application rates and overall CP labor by allowing customers to spread the cost of repairs over affordable monthly payments.