Measure, Report and Improve
Pied Piper Management Company, LLC helps brands improve the omnichannel sales and service performance of their retailers.
Press
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Wards Auto Blog: Steve Finlay April 2011
If auto dealerships respond slowly to Internet sales leads, don't blame customer-relationship management software, says Fran O'Hagan. He is CEO of Piped Piper, a consultancy that does an annual study using mystery shoppers to gauge Internet lead effectiveness of dealerships by vehicle brand.
CRM systems help dealerships track and manage leads. But the systems only are as good as the people using them – if they use them at all. “CRM is great” and does what it is supposed to do, O'Hagan says. When Internet mystery shoppers encounter a problem, “it isn't a problem with the CRM systems. The dealership process is broken.” |
What others are Saying:
"We’ve built a process at our 19 dealerships and 35 brands around Pied Piper’s mystery shop results. Bottom line? It works. We are very pleased not only with the improvements Pied Piper has helped us make, but also the great support provided."
Group VP ~ 5-Year PPMC Client
