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What is Service CRM?
Customer Retention Management for Service Shops
Accelerate Growth with World-Class CRM and Marketing Tools
There’s a better way to grow your service business—driving bay volume, increasing average repair order (RO) and improving customer engagement and satisfaction. Service CRM™ offers automated, highly user-friendly promotions, service reminders, print and digital mailers, online appointment setting, dynamic websites, social media integration, online review management, and texting tools to help shops build stronger, more profitable customer relationships.
The exclusive OBD4 Business dashboard, fully integrated with popular shop management systems, enables users to “pull the codes” to faster growth by tracking the performance and ROI of every dollar invested in marketing. Plus, the solution’s powerful, highly intuitive reporting tools help shop owners and managers know more about customer behavior than any other competitor in their markets.
Industry-Leading CRM Capabilities, Driven by the Power of Epicor
Service CRM leverages the power of best-in-class Epicor technologies to help shops attract and retain customers, recapture lost customers, generate more revenue per vehicle, and maximize their presence in social media and online. Thousands of auto care industry manufacturers, parts distributors, retailers, and service businesses rely on Epicor data, business management software, B2B and B2C eCommerce tools and cloud-based business solutions to help increase revenue, profitability and customer loyalty.
DOES YOUR SHOP NEED SERVICE CRM?
Ask Yourself These Questions:
Is your shop generating consistently high traffic and revenue on a year-round basis? Are you attracting the best customers—those who rely on you for a full range of services? Are you operating at peak efficiency and profitability?
If you answered “no” to any of these questions, there’s an undiagnosed “trouble code” that needs immediate attention. It could be triggered by multiple issues:
- Car count
- Average RO
- Customer quality
- New customers
- Repeat customers
- Lost customers
- Workflow stability
- Online marketing
- Customer reviews
WHAT ARE THE PROGRAM FEATURES?
From service reminders to customer satisfaction surveys, we can tailor a solution that works for your business.
- Marketing campaigns and materials — Comprehensive, timesaving marketing campaign management featuring modern, highly appealing messages and graphics.
- OBD4 Business dashboard — KPI data panels including customer response by email vs. postcard, new customers by type of outbound communication, and repair ticket rankings. The KPI panel snapshots can be exported to other applications.
- Frequency report — Track your performance and prioritize your marketing strategies with actionable reporting on customer and vehicle frequency, related average repair order (ARO), and spending.
- Mtexting — Reach customers anytime and anywhere via an easy-to-use interface that gives you the ability to send text, photo and video messages, receive alerts when customers reply, and conduct targeted message searches.
- Online appointment management — Available 24/7 for customer convenience.
- Appointment reminders — Send mCal appointment reminders as text messages. In addition to reminder emails, the solution also will send an automated text message the morning of the confirmed appointment.
- Thank you messages — Thank your customers via text message, while also inviting them to rate your performance on Google and other online review sites.
- Reputation management application — Shops’ online reviews are integrated into the OBD4 Business analytics dashboard to allow for easy access and timely responses.
- User-friendly communications console — Mobile-friendly, responsive design that can be customized to user preferences.
- Seasonal and holiday promotions — Promotional materials are easy to access and deploy to help ensure maximum convenience and impact.
- Sales manual materials — The entire portfolio of program examples enables users to access the right tools for every business need.
- Enterprise dashboard — An important tool for multi-shop owners, providing consolidated data from all connected locations, including ROI, KPIs, marketing data, customer behaviors, and more.
WHAT ARE THE BENEFITS FOR YOUR Business?
Increase revenue by selling more services
Help increase average RO.
Grow loyalty through customer engagement
Offer more services to existing customers.
Raise profits with targeted marketing
Attract new customers through online reviews and social media.
HOW MUCH DOES IT COST?
Epicor’s market value is about $300/month, but Federated Car Care Centers can get Service CRM for about $225/month, which is a 25% discount/month.
Also, Federated Car Care Centers will have the option to purchase postcard bundles for a reduced rate. Postcards are typically $1.09/postcard, but Car Care Centers will receive escalating discounts based on the total number of monthly postcards they order.
$499 license fee (all prices in USD)
Monthly fee of $224.95 with 12-month contract, discounted from $259.95. Postcards can be added for an additional cost.
– All onboarding, training, and support included –