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Create Loyal Service Customers
Stay connected with customers and drive business into your service bays with web-based customer communication and retention solutions.
Turn Every Customer Interaction into Revenue Growth
Attract and retain customers with automated customer communication and promotional solutions from Epicor Service CRM. These business dashboard and intuitive reporting tools help you learn about your customers and the jobs that move the profit needle, increasing your ARO.
- Save time and money on outreach with world-class promotional and campaign materials
- Increase customer loyalty and return rates with timely, automated communication
- Gain insights into campaign performance, ROI, reputation management, customer behaviors, and more
Benefits
Grow Your Presence and Reputation
Every day, millions of people start their search for a repair shop by going online. Epicor Service CRM offers a dynamic website and extensive reputation management tools designed to help you create and maintain a professional, welcoming online presence to attract new customers.
Build Trust and Loyalty
Show your customers how much you appreciate them and their business through timely communication: real-time texting tools, tailored emails, and branded postcards all add a personal touch. Easily share alerts, detailed estimates, images, and other information customers need to manage their vehicle service experience using your iPhone or Android device. Send appointment reminders, thank-you notes, and use the optional broadcast texting feature to announce promotional offers or extend holiday wishes that keep your business top of mind.
Get More ROI
Make smarter financial investment decisions with resources that help you understand your customers’ behavior and identify growth opportunities. With an exclusive OBD4 Business dashboard and optional Closed-Loop Marketing feature, you can measure the performance of virtually every dollar invested in marketing. Easily identify which campaigns, messages, and other marketing investments result in service appointments and stop funding those that don’t.
Run Your Shop from Anywhere
Know what’s happening at your shop and maintain control when you’re away. Access Service CRM from your smartphone, tablet, or laptop in real-time to connect with customers, manage the shop’s calendar, create and confirm appointments, and monitor critical customer engagement and marketing metrics on the go.
Epicor fühlt sich geehrt, zum zweiten Mal in Folge als Leader im Gartner Magic Quadrant 2024 für Cloud-ERP für produktzentrierte Unternehmen anerkannt zu werden.
Service CRM Frequently Asked Questions
There are multiple channels for communicating with customers that are enabled by the Service CRM solution:
- A custom-branded website
- Text and multimedia messaging
- Postcards
Additionally, shops are able to develop and distribute customized promotions and targeted customer incentives to help drive traffic.
Yes, building a site with the Service CRM solution includes the ability to create an original web address or connect to an existing address already owned by the shop.
Yes, and they are encouraged to use their own custom images to amplify their own brands, which will provide higher response rates.
MTexting allows shops to send text, photo, and/or video messages directly to customers’ mobile devices. Texts can be sent directly from the Service CRM system via a computer, tablet, or smartphone, eliminating the requirement for shops to send messages using a personal cell phone number.
Yes, the Service CRM solution includes an appointment scheduling tool that can be integrated with the shop’s website. This tool also automates appointment reminders via email and text.
Yes, several types of automated reminders can be sent to customers based on the vehicle manufacturer’s recommendations and driving habits:
- Service reminders based on manufacturer settings
- Shop recommendations as noted on the customer’s invoice
- Inspection reminders (emissions, safety, and more)
Yes, the Service CRM solution includes a service history tool that can be integrated with the shop’s website and electronic communication tools.
After each visit, a customer receives a thank-you note via email and text that includes a link to one of several predetermined review websites, including Google and Yelp.
A full dashboard of reporting applications is included, with a number of reports that provide actionable data across a variety of metrics:
- ROI
- Customer and vehicle frequency
- “Drifted away” customers (shows customers who have visited the shop at least three times over the past 18 months, but have not visited at all in the past six months)
- Communications console (shows weekly automated communications and provides the ability to make quick edits)
- Undeliverable mail and email
Yes, owners of multiple shops are able to access an enterprise dashboard.
Yes, each Service CRM contract includes unlimited customer support during regular business hours