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Dealerware, MDL Offer Personalized Experience for Service Loaner Customers

Dealerware, a leading connected car platform, partners with MDL autoMation to deliver a personalized customer experience within the service lane while increasing operational efficiency through automated guest recognition. Dual customers will enjoy the seamless integration of MDL’s guest recognition software with Dealerware’s loaner fleet management platform to reduce wait times, expedite vehicle retrieval and deliver a truly memorable guest experience. 

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“The new integration of Dealerware with MDL helps us delight our guests,” said Bobbie Pyka, Mercedes-Benz of Austin. “When a guest arrives at the dealership in a loaner vehicle, MDL automatically reads the loaner vehicle plate, associates it with the repair order and we get an alert so while one valet greets them by name, another retrieves the key to stage the guest’s vehicle. Our service advisor also receives a notification to meet the guest on the service drive. It saves time and it adds a personal touch to the service experience.” 

Personalization creates an emotional connection with consumers, and according to survey data from loyalty technology leader, Epsilon, 80% of consumers are more likely to purchase from a brand that provides personalized experiences. During a time of reduced human interaction, faster, more personalized service is vital to the success of a dealership. MDL’s license plate reading technology integrates with Dealerware’s loaner management software to enable quick and differentiated customer service while also significantly improving operational efficiency.

With this integration: 

·       Returning customers receive a personalized greeting upon entry to the service drive when returning their loaner vehicle. These greetings on screens in the service drive allow retailers to have a more personal touch, while grappling with the challenges of reduced human interaction.

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·       The ability to serve more repair orders with the same fleet size is key to increasing profitability, while decreasing costs. This integration allows service advisors to get a head start on retrieving the customer’s vehicle, but also provides distinctive movement to surprise and delight customers with faster, more personalized service. 

“Moments matter. Beginning vehicle retrieval, whether on your central lot or on satellite lots, as soon as possible allows dealership staff to reduce time and remove friction,” said Russell Lemmer, president of Dealerware. “This new partnership empowers dealers with better ways to serve their customers, increase business operations and streamline processes to build loyalty in meaningful ways.”

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