What CRM Program do you use?

[Joe Marconi]

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[CARMandP]

I have used Mitchell1 (wasn't all that impressed at the time) I have heard that they have been greatly improving. I currently use Demandforce. A little more expensive than I would like to spend but the email, scheduling and text messaging features are really nice. I need to spend more time really using Demandforce to its full potential. I have looked at and will probably try Customer Link. They have a pretty amazing customer program that is really cool for contacting specific customers.

[Gary A]

I am using Demandforce and my contract is up. I dont like contracts and am going to sign up with Mitchell. They have a lot of new things. There is no contract so I'm going to try it out. I'll let you know how it goes....

[Dan Reichow]

We currently use Demand Force / We also use Valpack / Two local Papers in our community.we send out at least once a year Direct mail.

Dan Reichow.

 

Was not Happy with Mitchells program.

[Gary A]

Was not Happy with Mitchells program.

 

 

How long ago did you try Mitchell?

[Dan Reichow]

Was not Happy with Mitchells program.

 

 

How long ago did you try Mitchell?

 

We used it up to a year ago.

what I see even now they our just adding bits and pieces from other programs from other vendors.

[Joe Marconi]

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[Dan Reichow]

Correctly if I'm wrong, but Mitchell revamped thier CRM program? Correct?

 

 

Yes they did but when talking to my sales rep , it cannot do what I want is the flexabilty of ad design , offers , special promotions at any time.

He could not tell me what differences the new program has. He could not Tell me why I should come back over using demand force.

I am not knocking Mitchells was not for me it has been a cut and paste system like many others.

 

What we need to see the vendors of these programs do/ is like Scan tools and other software companies is a side by side comparision sheet of options and benifits. What is done in house and what is a joint venture and with whom.

 

The best option is to do it yourself , but again Mitchell controls your email list ?.

 

In closing if you do not track your marketing efforts you do not what is working and why, you cannot go by the figures these compay's state you prospered by using them . Did they come in on a coupon , Past client , Just broke down or time for maintenance , If this is the only marketing you do then it may have some merit. Most shops have many way they our promoting for customers action to come in .

Any program is good if you need that sopke in the wheel to full fill the marketing need.

 

IN CLOSING --- TRACK TRACK TRACK RESULTS ASK CLIENTS WHY THEY OUR IN TODAY AND WHAT VENUE BROUGHT THEM IN.l

[Gary A]

Correctly if I'm wrong, but Mitchell revamped thier CRM program? Correct?

 

 

Thats what it sounds like, it sure sounds good but I will road test it and let you know. The good thing is there is no contract.

[Dan Reichow]

Thats what it sounds like, it sure sounds good but I will road test it and let you know. The good thing is there is no contract.

 

 

Sounds good / Track everything you do and make the offer so strong they cannot refuse.

[milesauto]

I have used Mechanicnet for several years now. It has proven to be some the best bang for my buck in keeping my customers coming back. They have improved their services and funtions as the industry and their competion has dictatated. They do not require a long term contract as far as I know. I can do email marketing to my customers free of charge. Many of my cutomers and also new customers find me at the web site they set up and request appointments. This feature is great. I have their competition calling me and buging me to change and I just cannot see why I should change my CRM provider. I am sure the others can do a good job also....but the bottom line is a shop that is not doing CRM is losing customers and probaly does not know it.

[Dan Reichow]

I have used Mechanicnet for several years now. It has proven to be some the best bang for my buck in keeping my customers coming back. They have improved their services and funtions as the industry and their competion has dictatated. They do not require a long term contract as far as I know. I can do email marketing to my customers free of charge. Many of my cutomers and also new customers find me at the web site they set up and request appointments. This feature is great. I have their competition calling me and buging me to change and I just cannot see why I should change my CRM provider. I am sure the others can do a good job also....but the bottom line is a shop that is not doing CRM is losing customers and probaly does not know it.

 

 

Very true , need to touch a customer often , but not to often to become a nusiance.

[Bossman]

More and more shops are being proactive about maintaining their business and understand the need to stay in touch with existing customers. We all know that marketing to our existing customer base is a lot cheaper and more effective that attaining new customers. There are many companies out there; MechanicNet, Demand Force, Customer Link, CARQUEST Auto Alert and Mitchell1 launched their new version.

 

Just curious to see what other shops are using for their CRM programs and how effective it has been? And what other forms of marketing are other shops using to maintain the customer/shop relationship?

 

We use Customerlink and we have not had anything work this good at driving in customers. I feel that ROI is spectacular and I would recommend it to everyone. Reminders, Thank You cards, etc. The only thing I am not impressed with is their "Find new customer" but I am staying with it until the end of the year.

[HarrytheCarGeek]

BayMaster. Simple and fast. -http://www.bay-master.com/index.html

[xrac]

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[LinconlnAutoRepair]

I use demand force and so far haven't seen a huge ROI. Granted, I get a lot of customer reviews that are positive and that's great, but as far as people coming back in because they got a text or email, that has been rare. They usually just come back because they need a repair or the lube sticker said it was time

[TTP]

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[ATLAuto]

I'm still making this decision myself. I did happen to stumble across a great side-by-side comparison site which looks at 30+ repair shop software packages and lists the capabilities of each.

 

http://www.autoinc.org/archives/2011/july2011/cover.htm

 

Scroll to the bottom and choose each from the drop down list.

Edited March 10, 2013 by Wes Daniel

[LinconlnAutoRepair]

We just switched over to MaxxTraxx. I really like it, it keeps track of everything. Customers, orders, PO's, reminders to send out cards etc..I just wish it had access to wiring diagrams and repair info like AllData or Mitchell, then it would be perfect. But there is no contract and the parts database keeps track of every part number either on the fly or loaded, also tracks your inventory too.

 

 

We are currently using MAXTRAXX as well. I personally find it not that great as far as writing tickets. Maybe I am doing something wrong. I have to look up my labor times in Mitchell/Alldata, then I have to open up a labor line and retype the job description and input the job hours and the flat rate hours. Compared to when I use to use Mitchell, this takes forever especialy when just doing a quick quote for the customer. I wish they had a labor guide and jobs already installed on the Maxtraxx system. I don't like how the "quotes" are set up. I have a hard time after a customer comes in, we do an inspection, then I have to open a new ticket under quotes, and genterate the quote and do it for each upsell. I feel that I am creating all my own info, canned jobs, kits, parts and part #'s, labor guides, ect... I am feeling like Maxtraxx is just a spread sheet program with no real perks to it.

 

The positive of the Maxtraxx though is the inventory control/tracking and the customer tracking. I do like being able to generate so many reports and tracking different things. Then again, I have to enter in all those jobs (be it LOF, diagnostics, tune ups) as opposed to them coming off the labor guide super quick and being able to just look up the labor times/job, clicking it and editing it on the actual RO. I LOVE that Maxtraxx allows you to email quotes/RO to customers and it sends text messages. This has been big in getting customers to come back and staying in contact with them.