CDK Global Deploys New and Enhanced Customer-Centric Dealer Service Model
Proactive Engagement and Data Insights Hallmarks of Customer Success
SAN FRANCISCO – January 25, 2019 – CDK Global, Inc. (Nasdaq: CDK), a leading retail automotive technology company, today announced a comprehensive and enhanced service model – Customer Success – designed to help dealers operate more effectively and build stronger relationships with customers while leveraging data to drive business improvements. The new customer-centric service model includes the addition of a specialized organization dedicated to dealer success, technology to provide insights for better decision making and expanded service hours.
“After talking to our dealers and listening carefully to their needs, we agreed it is time to forge a new path where our customer service is concerned,” said Brian Krzanich, chief executive officer and president, CDK Global. “Dealers want and need an engaged, dedicated service approach that gives them insight and data about their operations so they can drive improvements and get more value out of their systems. Our new service model is designed with dealer success in mind.”
Success Advocates Proactively Engage Dealers
In addition to the existing CDK global dealer service team, the core of the new model is deployment of a dedicated team of Customer Success Advocates and Performance Management Team. This entire team is committed to helping dealers optimize the use of their CDK-provided systems to obtain better business results. The charter of these Customer Success Advocates is to proactively work with dealers at every step of the customer relationship, aligning to their business priorities and helping unlock more value for the dealer.
More Data for Dealer Insight
Along with this enhanced customer-centric dealer service model and larger service team, CDK is launching a new Customer Success Dashboard which will link dealer business priorities and performance KPIs to adoption, service and system usage information. With proactive and expert help from a dedicated Customer Success Advocate, a dealer can know quickly where to focus efforts and personnel to fully unlock the value of their existing dealer systems to achieve business results.
Service Hours Expanded 30 Percent With the new Customer Success model, CDK has expanded its support hours to align with dealer hours, including weekends and most holidays. Now, dealers can connect with the CDK service team any day of the week and during expanded business hours.
The new expanded service delivery model with Customer Success Advocates and the Customer Success Dashboard will be provided as part of the CDK customer relationship; there will be no added charge for these services. While it is currently being piloted by several dealers, a full rollout of this enhanced dealer service model will begin in mid-year and continue in a phased approach until all of CDK dealer customers are served by the model.
“The Customer Success model we are deploying is a markedly different approach to dealer service…one that is data-driven and proactive,” said Dan Flynn, president, North America, CDK Global. “We’ll be adding significant value to the service we provide dealers by delivering real-time insights and proactive support so they can identify opportunities and make changes that improve their businesses in real time. After piloting the new model and realizing its positive outcomes, we know this Customer Success model will be very helpful to our dealer network.”
Dealers can learn more about the Customer Success expanded service model and the Customer Success Dashboard by visiting the CDK Global booth #5479N in the North Hall, Moscone Center at the 2019 National Automotive Dealers Association (NADA) Expo underway in San Francisco.
About CDK Global
With more than $2 billion in revenues, CDK Global (Nasdaq:CDK) is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK Global provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers. CDK solutions automate and integrate all parts of the dealership and buying process from targeted digital advertising and marketing campaigns to the sale, financing, insuring, parts supply, repair and maintenance of vehicles. Visit www.cdkglobal.com.
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