The attention CDK is paying to increasing satisfaction with its customer service comes in response to dealerships' frustration with it, something Krzanich says he has heard since he joined the company in November 2018.
In his letter, Krzanich wrote that CDK has hired 100 advocates and performance managers, with more expected to join in the future. CDK is working to ensure employees are available when dealerships have questions and to make billing more user-friendly.
That includes expanded service hours and reduced telephone wait times, he wrote. A simpler invoice is expected to be in use by the fall.
So far, CDK says the efforts are working.
On the company's fiscal second-quarter earnings call this month, Krzanich cited two examples of unidentified dealership groups that signed up with CDK. A group with more than 10 locations dropped CDK a few quarters back, citing issues with contracts and customer support, he said, but came back this month and signed a five-year contract with CDK after the sales team told the group about improvements it's making.
The second is a group with more than 40 locations, and Krzanich said he personally visited to see the first part of the group's installation.
Additionally, CDK last week said Berkshire Hathaway Automotive recently renewed its agreement for CDK's Drive DMS platform, with "improved customer service and confidence in CDK leadership as motivation."