The automotive industry has always sought new and better ways to handle customer relationship issues. Over the past 20 years there has been a shift to Customer Relationship Management software (CRM), making it easier and more profitable for automobile manufacturers and sales organizations to meet customer demands. Thanks to the Internet, this process is about to become even more streamlined and effective.
Auto manufacturer Hyundai is leading the way with an online service scheduling program. I suspect that other auto makers will follow.
“Hyundai’s Online Service Scheduling Program will bring the owner, dealer and manufacturer into alignment when it comes to after-sales service and maintenance,” said Barry Ratzlaff, director of service operations, Hyundai Motor America. “Through the online portal Hyundai owners can access the full range of service options and recommended pricing for their vehicle, providing assurance that their service needs are exceeded. You don’t have to own a luxury car to get treated to the luxury service experience.”
Hyundai’s online service scheduling plan will be rolled out in three phases. Each phase is distinct and promises to offer benefits to customers as well as to the Hyundai auto manufacturing and sales teams. The phases break down this way:
- Phase 1 – Called Electronic Service Menus, this phase of the online service scheduling program communicates to auto owners the recommended and required service options and recommended maintenance schedules for Hyundai owners.
- Phase 2 – The Electronic Service Menus will be integrated with online service scheduling with a direct link from auto owner to local Hyundai service departments.
- Phase 3 – Hyundai dealers can choose to integrate Electronic Service Menus and Online Service Scheduling with call center support, Smartphone scheduling and several other automated services.
Hyundai’s online service scheduling is truly an innovative approach to customer service in the automotive industry. Any bets on which of its competitors will follow?