January 19, 2009 (Burlington, VT) – Dealer.com, the leading provider of online marketing solutions for the automotive industry, today announced that the company’s restructured proactive account management program has significantly contributed to a higher level of customer service and increased loyalty. As a testament to the effectiveness of the new account management structure and services, Dealer.com ranks at the top of the rigorous Net Promoter® Score (NPS) survey of customer service in the nation’s software industry, scoring in a higher range than software powerhouses such as Adobe Systems. Many large Fortune 500 companies rely on the NPS score as an indicator of customer loyalty and future success.
Dealer.com is one of the only software vendors in the automotive industry to use the NPS’ notoriously tough standards to gauge its own customer service performance, and has consistently scored high since it began using the NPS indicator in 2006. The most recent results reflect a continued trend of improvement and the highest score to date for the company.
“We have changed the definition and expectation of what ‘customer service’ means for dealers,” commented Dean Evans, Dealer.com chief marketing officer. “Service for our clients doesn’t just mean that someone quickly answers the phone when dealers need help. Our Rapid Response team is fast and can support any of our customers who need technical support around the clock, but unlike most of our competitors we also provide on-going, proactive consultation for our dealers to make sure they get maximum results from their Internet marketing. Running a successful Internet operation requires continuous work and using this personalized approach helps our dealers achieve the best results.”
Regularly scheduled meetings with clients are the foundation of the account management program. In these meetings, highly trained, personalized account managers and their assigned dealers review the flagship Executive Report that assesses all major Internet marketing metrics, including website performance and paid search success. They also review new tools, platform upgrades, and ways to continuously improve the dealership’s online marketing effectiveness. In addition, Dealer.com measures each account manager’s performance, relative to their clients’ success.
Dealer.com clients are also supported by teams that provide specialized service based on dealership type, with devoted account management for each client. Focused account management teams are in place for OEM programs, dealer groups, franchise dealers and independent dealers, allowing for more personalized service. No matter the size or specific needs of the client, Dealer.com has a dedicated account management team to deliver the best service and maximum results.
“Dealer.com is the clear winner for more reasons than I could list here, a few are: customer service with site development, initial and ongoing training, ease of site and email marketing maintenance, great details for tracking Internet customers and directing advertising dollars (made available through the use of the Web Reports), and ongoing technological upgrades provided to keep pace with an ever-changing virtual world for online shoppers”, commented Mike Poulin, eCommerce Manager of Shearer Pontiac Cadillac Hummer.