01
Disconnected tools become disconnected experiences.
Voice and Outreach lead customers toward booking, while eHub brings communication and team work together. Define how those moments connect at each store.
See the platformFor Dealer Groups
One group. Fewer gaps between stores.
A customer should not get a different standard of follow-up at every rooftop. Connect a shared expectation to the tools, people and systems at each dealership.
A practical workflow
Choose the first standard to put to work.
Start with one customer moment that your stores recognize.
- 01
Agree on the customer experience.
For example, a customer should hear when the car is ready for pickup. Make the expected communication clear.
- 02
Check the conditions at each store.
Confirm the relevant systems, ready-for-invoice event and dealership responsibilities before defining the Playbook action.
- 03
Name the local next step.
The pickup text can run automatically. The store’s team handles questions or circumstances that need its knowledge of the visit.
Questions from your team.
What do we standardize first?+
Start with one customer moment, such as the ready-for-pickup message. Define the expected text, the store’s trigger and who handles the reply.
Who owns a question after an automated text?+
The local team. Define who should continue the conversation, using assigned, unassigned and task views in eHub to see the work.
Do we have to start with every store?+
Agree on the first rooftops and customer moment. Confirm their systems and responsibilities before deciding how to expand.
The work behind the relationship
Make the shared standard practical.
Give local teams a way to deliver it.
02
Every rooftop should not reinvent follow-up.
Use a pickup message as a starting point. Define the Playbook’s condition and text, then confirm the local setup that will send it.
See Playbooks↗03
A shared standard still needs a local owner.
Use the eHub inbox to see assigned, unassigned and task work. Make it clear which local person should continue the customer conversation.
See eHub↗Your dealership, your next step
Choose the first customer moment to standardize.
Talk through your stores, systems and local ownership. Start with a shared expectation that people can put to work.