Customer Service
With 14 different branches in 13 cities throughout Maryland, Delaware, Pennsylvania and Virginia, Atlantic Tractor carries a large inventory of new and used tractors, including lawn tractors, row crop tractors, 4WD tractors, utility tractors and compact tractors as well as combines, forage harvesters and hay tools including round balers and mower conditioners. Atlantic Tractors also sells and services skid steers, compact track loaders, TLBs and mini-excavators.
Challenge
Even with a robust Customer Care module, some Dealers were having difficulties getting staff members to work on customer profiling and take advantage of all the information stored in the customer service database. For Gregg Rebar, Chief Operating Officer at Atlantic Tractor LLC, the issue came down to the fact that every aspect of his Dealership Management System (DMS) was separated into silos (parts, sales, rentals, service, etc.)
without one fully integrated screen to show all info relating to a specific customer.
“If you want to improve customer management, you’ve got to integrate everything, every aspect of the Dealership Management System as it relates to your customers.
Solution
At the February, 2005, PFW conference in San Diego, Rebar met with PFW’s Frank DeDecker, VP of Development, and Ross Atkinson, VP of System Architecture and Product Design. With easy access to all information
pertaining to a single customer, Rebar hoped this new feature, which became IntelliDealer’s“Customer Portal”, would allow his staff to provide knowledgeable, efficient customer service, regardless of their department. “Customer Portal went from concept to deployment in under a year. Impact Customer Portal is fully customizable as to what information is shown, what order it is shown in on the screen, what colors are used to display the information and what information is accessible by what employees. Most importantly, it helps employees to remember to think customer first.
We are proud of the personal relationships we build with our customers,” says Atkinson.
