It all came down to a dent.
The customer thought the protection policy he bought at Rallye Motors, in Roslyn, N.Y., covered it. It didn't. The customer would have known that if he had used the Your Dealer Experience app supplied to him free by the dealership.
The cloud-based service — part of Your Dealer Experience's private product and branding service for dealerships — outlines all warranties and protection products a customer purchased and details why a provider would reject a claim.
"It's always a question of what the customer remembers or doesn't remember," Eric Weiner, one of four business managers at Rallye Motors, told Automotive News. "The customer had dent-and-ding protection, but he didn't understand, even though we were very clear when he bought it, that the protection is for parking lot-type mishaps, door dings, acorns falling on the hood." The customer had a different problem, Weiner said. At the rear of his vehicle is a tire carrier that has a stainless steel belt around it. "The dent was on the belt," Weiner said. "This customer thought dent-and-ding should cover that. It doesn't. It's a trim item. Trim items aren't covered."
Although the customer didn't use the app, those who do have such answers readily available. Once customers register, they can access their information and send service requests to the dealership from their phone or other device. By the time customers arrive for service, the approvals are complete and service begins.
And misunderstandings, such as the one Weiner and Your Dealer Experience partnered to resolve for the dent customer, become increasingly rare.
Success "is when I have customers who have used the [app] once and come back and want to use it again," Weiner said, adding: "That means [it's] doing what it is supposed to do."
And because customers think of the private-lable F&I products as coming from Rallye itself, they are quicker to return to the dealership for service, parts and sales.