Aftermarket warranty provider WMS Opteven has announced a new collaboration with customer experience management provider viu. It might not use any capital letters in its name, but viu claims to be a powerful engagement tool allowing dealers to fully understand customer intelligence, deliver greater revenues through sales and nurture more productive and profitable relationships.
WMS Opteven and viu will help dealers gather critical business information for a full end-to-end insight into the buyer journey, helping to raise any issues or concerns which can then be addressed in real-time.
Craig Grant, MD at Opteven UK, said: “The five stages of a consumers’ journey are awareness, consideration, purchase, retention and advocacy – if we want to capitalise on these, we need to fully empower our dealers with the means to access direct feedback which they can learn from. This is exactly why we have taken the opportunity to work with viu, as we are keen to measure sentiment across the whole customer journey and take the important steps to resolve, learn from and eliminate any concerns which arise from the insightful intelligence their platform delivers.”
CEO of viu, Mario Dolcezza, added: “There is a huge body of evidence that managing and improving the customer experience leads to growth and that poor experiences can create customers that are expensive to manage and cost future opportunity. viu systems has developed a technology established in the UK automotive industry which allow dealerships to listen, measure, act and thrive through tools that deliver competitive advantage whilst revealing unknown and unmet customer needs.”