Empowering dealers with tailored support
Tips & Insights
5 min read
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Tips & Insights
5 min read
Together with our outbound teams, we have been working behind the scenes over the last two years to upscale and evolve how we interact with our valued dealers and partners to better meet their organisational needs. After all, customer service is at the foundation of how we go about our business across the carsales network.
Explore our customer-first service model and see how it empowers dealers every step of the way.
Like many businesses during the COVID years, we identified a need to adapt and change how we interacted with our customers based on their needs in a challenging and volatile time. We listened to feedback on how we could provide better customer support, and in response, we ramped up our customer service operations to assist our dealers in more adeptly running their businesses online.
This redefined customer-first approach is underpinned by a host of different strategies:
Direct Account Managers: We have set up a network of Direct Account Managers (DAMs) who cover 80% of dealerships nationally. These managers are dedicated to providing personalised support and are crucial in maintaining a consistent line of communication and support.
Performance Managers: To complement the efforts of our DAMs, we have a team of Performance Managers (PMs) with national coverage. These PMs offer phone-based comprehensive support, both inbound and outbound, to all dealers and ensure that even the smallest dealerships, including those in regional and remote areas, receive the attention they deserve.
Inventory Solutions Specialists: Each state is equipped with an Inventory Solutions Specialist, ensuring that our dealers have access to expert advice and support tailored to their specific inventory needs across both buying and selling. This role is vital in helping dealers optimise their inventory management and sales processes.
Dealer Service Team: Our Dealer Service Team (DST) is dedicated to providing inbound technical support. This team is always on standby to assist with any technical issues or queries, ensuring that our dealers can focus on their core business activities without being bogged down by technical challenges.
Key Account Managers: We also recently introduced Key Account Managers. Their goal is to promote service consistency, alignment of dealer goals, and act as a centralised contact for our biggest dealership networks. This initiative ensures that these dealers receive focused and specialised attention to help them achieve their business objectives.
A key part of our approach is the introduction and conducting of regular business reviews. Leveraging a wide range of data provided by our inhouse teams across both RedBook and the carsales network, all DAMs and PMs have access to the same robust dataset to ensure our dealers are across the metrics that matter most to them, be it pricing, inventory performance metrics, consumer buying behaviour or anything else that helps keep our partners informed of what’s happening in the market.
In addition to these business reviews, we’ve also ensured that our field team is supported by administrative and media coordination teams. These support teams enhance business efficiencies and ensure that our dealers receive comprehensive support from all angles.
By focusing on a customer-first approach and leveraging a robust support structure, we aim to help our dealer partners thrive in an ever-changing and evolving market. This revamped customer-centric approach underscores our dedication to being a trusted partner for our dealers, ensuring they have the tools, support, and expertise needed to succeed.
Ready to see how our support model drives results? Contact your carsales representative to get started.
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