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Mitchell 1 is bringing back lost customers

Thursday, May 28, 2015 - 07:00
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Mitchell 1 has enhanced its SocialCRM shop marketing service by adding a new feature that gives automotive repair shops the ability to recover “lost customers” by automatically sending promotion emails to any consumers that have been away from their shop for more than 12 months.

“Every year, repair shops lose over 20 percent of customers for various reasons, and most shops have no idea a customer is gone until it’s too late. The longer they stay away, the less likely it is that they will ever be back,” said Brian Warfield, senior product manager, Mitchell 1. “The good news is that shops have pre-existing relationships with their customers based on previous visits. To leverage this advantage, the new SocialCRM ‘lost customer’ email feature helps shops stay in touch with customers and reminds them to bring their vehicle back when they need service.”            

Shops can modify the number of months that they consider a customer as “lost.” The email includes an appointment request button and a link to the customer’s vehicle service history. Because perceived indifference by the business is one of the leading reasons that shops lose customers, shop owners have the option to offer a coupon with a discount to let customers know that they are appreciated.

The “lost customer” email is the latest addition to the SocialCRM library of automated “smart emails” included with the SocialCRM service at no additional cost. Other smart emails include customer welcome, thank-you, service reminder, timing belt reminder, state inspection reminder, recommendations and review invitation emails.

Mitchell 1’s SocialCRM shop marketing service is dedicated to providing the best and most comprehensive way to reach an entire customer database with unique marketing messages. Repair shops can retain existing customers with automated service reminders, thank-you notes and targeted email promotions as well as attract new customers through authentic reviews and increased Internet visibility. SocialCRM is integrated with Manager™ SE, Mitchell 1’s industry-leading shop management software, giving service writers instant access to vital customer and vehicle information along with key marketing results.

About Mitchell 1

Headquartered in Poway, California, Mitchell 1 has provided quality repair information solutions to the motor vehicle industry for over 95 years. The Mitchell 1 family of products includes a complete line of integrated software solutions to help auto, medium and heavy truck professionals improve productivity and profitability. ProDemand® optimized with SureTrack® is the most complete solution for OEM and real-world repair information. Manager™ SE is the industry standard for mechanical estimating and shop management information. The SocialCRM shop marketing service delivers automated marketing and customer outreach tools to help shop owners improve their bottom line profits. For the commercial trucking segment, Mitchell 1 TruckSeries provides information required to estimate labor times, diagnose and repair all makes of Class 4-8 trucks. Mitchell 1 is a recipient of the ASE Blue Seal of Excellence award.

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