Lexus begins national CRM push after pilot

Share this content:

Lexus is offering new CRM software to all of its US dealerships, following a successful 10-month pilot program at 14 dealers.

The ServiceCRM software, from Xtime, was chosen after a formal RFP process. Lexus' version of the software is called Lexus Online Service Appointments (LOSA). The software is designed to help dealers automate online service, service scheduling, e-mail and text notifications to customers and other customer service operations. The system lets Lexus customers make service appointments any time from anywhere, which Lexus execs believe will foster better relationships with existing customers and possibly attract new ones.

"[The software] helps dealers reduce phone traffic, enabling service consultants to spend more time with their customers, fostering satisfaction and helping build long-lasting relationships," said Albert Smith, VP of customer services, Lexus Division. 

"Online appointments immediately doubled," reported David Watts, VP of fixed operations for Lexus of Richmond. 

The Lexus rollout follows a trend of the auto industry adopting more CRM tools as part of its marketing efforts.

As new car sales have plummeted and dealers have had to depend on customers returning for repairs and service for a greater portion of their revenue, customer engagement programs created specifically for car sales have gained importance. Aspen Marketing Services' released its Aspen Portal CRM tool for auto dealers in January, and online auto classifieds site adopted Microsoft Dynamics CRM last month. l

Sign up to our newsletters

Company of the Week

Since 1985, Melissa has helped thousands of companies clean, correct and complete contact data to better target and communicate with their customers. We offer a full spectrum of data quality solutions, including global address, phone, email, and name validation, identify verification - available for batch or real-time processes, in the Cloud or on-premise. Our service bureau provides dedupe, email/phone append and geographic/demographic append services for better targeting and insight. For direct mailers, Melissa offers easy-to-use address management/postal software, list hygiene services and 100s of specialty mailing lists - all with competitive pricing and excellent customer service.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above