"The big game changer about Car Wars is that they were grading the call. They were listening to it AND reporting on it, all with the click of the button. They also were measuring things that we were not yet measuring and handling all the pain points that we were experiencing. The level of coaching, grading, and reporting from Car Wars was so much better than any other solution I could find in the market."
A lot of customers weren’t answering our calls because we were coming up as spam, and Car Wars helped uncover that.
[Before Car Wars Service] We had two support staff individuals that were responsible for answering all the inbound calls. There wasn’t any structured training or scripting. It was trial by fire. There really was no true opportunity to give the world-class service that we were wanting just because we were trying to tread water. Since adopting Car Wars Service, Rich Ford has been able to gain insight into what’s happening on the phones to hold their teams accountable and have opportunities for further training and development.
We use them for game film, right? So you bring your team in, you play the call, you listen to it, you critique it, you coach it, and you try and help your team get better.
After the first month that we put Car Wars in place, we saw a 125% increase in the number of opportunities in the CRM.
As I was considering which call tracking solution was going to align with our goals, I quickly realized Car Wars was the best fit. The people and ongoing support from the consulting team are crucial to using the tool to its full capabilities.
My Car Wars Rep was very informative with explaining the benefits and demonstrating every feature that comes with Car Wars.
On a recent phone call, the caller wanted a specific vehicle we had in stock, so the salesman went over some information with her, but it didn't turn into a hard sale. A soft appointment was set and the customer didn't show up. With Car Wars being able to listen to the phone call and provide me with notes, I didn't have to listen to the entire call; I got the important information and could call the representative directly. We were able to make that car deal just by listening to and acting upon the call. Plus, it was a coaching process at the same time. So we made the car deal and reviewed the call in a group training for other employees to learn from.
Using the Car Wars reporting, we created a scoring system based off of Outbound Call Activity and User Engagement. This has not only driven outbound calling activity across the 7 stores, but has also increased manager follow up calls and made listening to inbound calls a major priority. Over the past year, outbound activity across all stores has gone up 60%!
I live in Car Wars every day. I’ve got VIN up on one screen and Car Wars up on the other.
Car Wars has helped us have an entire working salesforce. It goes beyond the BDC. Everyone is held accountable on the phones. With Car Wars in place, our appointment ratio has gone up tremendously – at least a 50% growth. It’s a huge, huge difference.
What I really like about the CRISP Certification program is that it's ongoing. I really feel like we have a partner….this is their entire focus. It's not one and done; it's a partnership and it's been invaluable to us.
One of the reasons we chose Car Wars was we wanted something that would work with our CRM very simply, and Car Wars integrates perfectly with our CRM.
Monthly our store spends about $90,000 in marketing and advertising for the Sales department, which is why it's so important to know where those calls are going, how they're being handled, and making sure that everything is going where it's supposed to go and being called if not.
It's granular-level accountability training. With Agent Performance Reporting, we can go in call-by-call to do praising and coaching for each team member. It's also a great way to see who is engaged and who is not; you can hear which team member needs a pick-me-up and manage accordingly.
I used to go in and manually assign 100% of sales opportunity calls. Voice Recognition has been a TREMENDOUS help and now I only end up needing to assign about 3 calls a week. It saves me a ton of time.
Car Wars allows you to put car deals together and see where the holes are. You may have a shy salesperson who doesn't know how to handle a direct customer over the phone -- with Car Wars reporting, you can swoop in and help.
