May 12th, 2008 at 10:11am
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General Motors is using technology to improve service all with the idea of holding onto the customers it’s got.
About 3 out of 10 GM customers bring their cars to the dealer for service. But GM’s Service Operations figures if they can boost that to 4 out of 10, it can drive a lot more business for the company and its dealers.
First off, GM dealers would do about $1.3 billion in more maintenance and repairs every year. Second, a lot of those customers will turn into repeat buyers. GM says they could account for 360,000 sales of new cars and trucks. And it sees the opportunity to sell $160 million in accessories to those people.
A key tool to improve service is monitoring a car’s health via OnStar and then alerting customers when their cars need work. It all has to do with satisfying existing customers so they keep coming back to GM dealerships.