Frosts boost aftersales retention with VoiceBox automated communications
Published: November 2024
Frosts Cars, a leading independent used car retailer, is automating its aftersales-focused customer communications to maximise retention and workshop utilisation. Operating from two sites on the south coast, Frosts has introduced email and SMS communications and reporting tools thanks to our VoiceBox Aftersales solution.
Drawing on data from their Pinewood dealer management system, our VoiceBox software will automatically send personalised and timely email and SMS communications to Frosts’ customers when their vehicles are due for MOT and service work. Where appropriate, customers can then be channelled through the integrated LeadBox software to help Frosts’ outsourced contact centre staff prioritise proactive follow-ups.
A family-run business founded in 1952, Frosts is now one of the largest independent vehicle retailers in Sussex, supplying quality used cars and vans plus operating 14-bays across its dedicated aftersales facilities.
“We’ve been looking at how best to scale and streamline our customer communications in a way that wouldn’t burden our aftersales teams. We saw some great response rates during the first month of piloting the Marketing Delivery solutions, with 62 workshop bookings made directly in response to the emails already, and we’re ambitious about what we can achieve now we have implemented a full suite of AI-powered messages.”
“The inherent flexibility of our solutions means Frosts can easily tailor their CRM to align with their brand, their physical outlets, and the different stages that customers will be in the ownership lifecycle. VoiceBox will allow Frosts to track response and retention rates against pre-determined KPIs, and their dedicated account manager is on hand to provide reporting insights and guidance on digital best practices.”
For more information on any of the solutions mentioned above, don’t hesitate to contact us today.
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