Interactive Marketing, 2018
Paul McConaghy, Aftersales Manager, Porsche Centre Belfast
We have been partnered with Interactive Marketing for a number of years now. As a Porsche Centre, we want all the benefits of booking and follow up calls, but this is difficult with the smaller teams in a high profile brand. So Keith and his team helped us right away and now that our Group Database team supply our GDPR protected data information weekly, the process is fairly seamless. They also helped when we requested that we wanted the telephone number they used to call our customers, to show as OUR number, to reduce the number of rejected calls. I get two reports from IM every Monday morning, which shows how successful the calls are and also collates all the follow up verbatim. I treat Christine and Liz like remote members of our team and this means I don’t have to chase things up everyday. They do an excellent job for us.
Max Brandish, New Car Business Manager, Inchcape Land Rover
Very professional service provided by Mandy and the interactive marketing team, always deliver great feedback in a timely fashion.
Oli Follows, General Sales Manager, Yeovil Land Rover
Interactive Marketing provide a high quality service, with detailed feedback on ‘Lost sales’, for us to go back with. Along with regular contact from the CRM Coordinator, any changes to script/approach are implemented upon request. I would recommend Interactive Marketing for any lost sale follow needs.
Andy Southwick, Service Manager, Ken Jervis Kia
We have been working with Interactive Marketing for the past 12 years. The interaction between this company and ourselves is second to none, calls to our customers range through the day and evening ensuring we have maximum scope to reach our customers. The feedback forms and booking conversion rate is brilliant too. High recommended from a thoroughly satisfied long term customer. The call analysis at the end of each month that drills down into each call just shows how professional this company really is.
Chris Hayward, Aftersales Manager, White Dove Group
We were more than happy with the follow up calls and will definitely use you next time our staff member is on annual leave. Thanks again for supporting us with the calls.
Ben Williamson, Service Manager, Kastner Volvo Exeter
I would be happy to recommend Christine and the team at IM, they have handled our service due customer calls very efficiently. The data is accurate and we can ensure that all of our customers are dealt with in a professional manner.
Chris Clarke, Head of Business, Ribblesdale Land Rover
We have used Interactive Management for a number of years now and have found them to offer a first class seamless service on our lost sale follow up call programme, they provide us with detailed feedback that can help us manage customers requirements and in some cases re-activate leads that have been marked as lost. I highly recommend them.
Ben Freakley, Group Marketing Manager, Lind Group (Motorrad)
I just wanted to give you some feedback from the lost sales calls that Interactive Marketing have been making for Norwich and Welwyn Garden City. Thus far, they have spoken to 92 people and sold 10 bikes. At £2.65 per completed call its costs £244 so far this year. Its great value for money.
Nick Jaye, After Sales Manager, Hawkins Motors Truro
An excellent company to do business with, very happy to recommend as they have always done a great job for me over the last 10 years or so.
Andy Wilkes, After Sales Manager, All Electric Skoda
Some feedback on follow up calls for you. We are currently 10th in the country for follow up calls received after the service which I am delighted with. Our lead time is two weeks so reminders calls are working well too.
Daniel Neill, General Manager, Yeomans Bexhill Hyundai & St Leonards Peugeot
Following a recent sales event mail shot, Interactive Marketing were able to field the enquiries and speak to the customers in detail about our event offers. They provided a good balance in filtering the leads. Customers that were interested in a change now had appointments made for them with our sales team. For customers who had a future interest, Interactive Marketing were able to provide relevant detailed information for our future diaries.
Alan Brooks, Head of Business, Breeze Van Centre Portsmouth
Please pass on to your team. Brilliant work, Portsmouth have moved up to 5th nationally on our 12 month figures and 4th nationally on our 3 month figures and has contributed to the Breeze Group Van Centres making the N0: 1 spot. (Client refers to IHS Automotive Predictive Marketing Leader Board.)
Olivia Cheesbrough, Marketing Executive, Stephen James Bromley
The event went well thank you, we were very impressed with your service and the quality of leads and appointments that we received from your team, thank you for all your help. We will definitely be in touch in the future should we want to run a similar campaign.
Doug Hastwayte, Sales Manager, Beadles Southend
Interactive Marketing is world class and the best money I spend each month.
Philip Mitcheson-Smith, General Manager, Bunn Leisure family holidays
We have used Interactive Marketing for 8 years to externally survey our customers for satisfaction and feedback monitoring. The team is reliable, the results dependable and we’ve had no complaints from our customers. Interactive Marketing have also been helpful in providing GDPR advice. We would not hesitate to recommend them.
John Marchant, Parts & Warranty Manager, Turners of Erlestoke
Interactive Marketing recently ran several marketing campaigns for us. The brake check campaign was especially successful, providing several up-sell opportunities, including a successful car sales opportunity. All the campaigns were carried out in the same professional manner as our regular after sales marketing undertaken by Interactive Marketing.
Tim Collier, After Sales Manager, Motor Village Croydon
I would just like to thank you all for your great work this year, with your help our NPS score since November 2016, when we were at 12% is now above National Average at 63% which is a fantastic achievement. Our follow up calls again in November 2016 were around 25%, you now reach 76.9% which is one of the highest in the network. Excellent work, looking forward to 2018.
Mark Williams, After Sales Manager, Cecil & Larter
I would like to take this opportunity to thank you and your team for a great job. I have not received any negative responses for any customers the whole time and see some good booking results. I have and will continue to recommend your company in the future.
Alasdair Jakes, Group Marketing Manager, Endeavour Automotive
We find Interactive Marketing a great solution for providing consistent support, which isn’t affected by holidays, staff absences or staff changes, as well as providing calls “out of hours” which tend to get a better answer rate from customers.
Dominic Hall, General Sales Manager, Trainer BMW
Many thanks for your help on our 2nd successful event. You and your call team were excellent and the information supplied back to us was very clear and concise, they were professional and you were very easy to deal with.
Graham Henwood, Group Compliance Manager, Rainbow Bodyshops
Customer Service is really important to us, and Interactive Marketing are professional and efficient, which meets both our internal requirements, and that of our work providers. Friendly, helpful and polite, the Interactive Marketing team provide us with detailed feedback reporting, which you can tailor to the level of detail you require. Would not hesitate to recommend them!
Simon Hookins, Service Manager, Bentley Surrey
Thank you Interactive Marketing for the work you have recently undertaken for us. The time and effort given by the team was second to none and the whole process worked very well, producing some great results.
Paul Jacobs, After Sales Manager, Lancaster Land Rover Tonbridge
I just wanted to drop you a line to express my thanks and appreciation for the great job you and your company have done over the recent months for Lancaster Land Rover Tonbridge. As you know we are constantly striving to give ‘class leading service’ to our customers and always looking for ways to improve our processes from greater customer feedback. Since we went ‘live’ with Interactive Marketing our customer satisfaction scores have increased dramatically. I feel this has been achieved by listening to our customers and gaining valuable comments and feedback, post service. Your team of staff have provided great service to us as a retailer, always doing exactly what you promised, on time, providing first class communication, sometimes only hours after giving you the required data. I would be delighted to act as an ambassador for your company and speak to anyone who may doubt the justification for using your company and services.
Phil Harvey, Showroom Manager, Lancaster Cambridge Porsche & Aston Martin
We used Interactive Marketing after running a number of bespoke and very targeted email campaigns within our existing database on some aged stock vehicles. The people at Interactive-marketing followed up on the button and gave very informative feedback within minutes of speaking with the customers enabling us to get 2 out of the 3 aged cars sold and more importantly getting delivered in the quarter. Alongside the sales results the database was also updated with the other customers that were spoken to and all in all the result was a good one. I will look to use them in the future and couldn’t recommend them enough.
Gary Button, Group After Sales Manager, Meadens Škoda
Having been in the Motor industry for more years than I care to think about, I thought I’d encountered every successful method of contacting customers, either for simple service reminders or whilst running a campaign. I’ve tried using my own staff, but they’ve never enough time and were really adverse to doing it. I’ve also tried using retired people, but they didn’t have the experience required. So when it was mentioned to me that I should try using Interactive Marketing I was somewhat reticent. However, I have been utilising their services for a number of months now and my only disappointment is that I hadn’t seen the light before. From my point of view there are a number of positives, but two in particular are that it frees up my Customer Advisors and enables them to spend more time with their customers. And having measured the response rate in relation to posting out cards or letters I am able to see an approximate increase of around 23%. I’m assuming this is because the people at Interactive are able to dedicate the time to ensuring they get hold of the customers, more often than not in the evenings, and ensure they get a commitment from them.
Brian Hooper, After Sales Manager, LMC Citroen Farnham
Many thanks to all at Interactive Marketing. We were recommended by two successful main dealers within the Citroen network so we gave you a try with great results. We have tried other suppliers who have over promised and produced poor results so I’m glad to say I’d recommend Interactive Marketing to all.
David Mcintyre, Head of Business, Stratstone Land Rover Stockton
We have now used Interactive Marketing for some months and I would like to give you my feedback. We all usually only receive feedback when something has gone wrong and I felt the need to give some positive feedback and credit where it is due. The efficiency and detail we receive from your team is excellent. I was initially dubious about the skill level and detail we would receive and the fact that your team call in a very professional way helps us immensely. The email header also flags up whether the customer needs urgent attention or diarising for several months in our DMS system. Thank you again and keep up the good work.
Steve Boucher, Sales Manager, Brighton Suzuki
We have been using your services for contacting our customers regarding MOT and service reminders, which has proved very successful. We decided to hold a showroom event, which would include around 750 customers from our database. The goal was to generate interest in the new and used car offers, gain appointments and ultimately sell some cars. We did not have either the man power or the skill sets (being very honest) to follow up the mailing to the degree we wanted, so we felt using expert telemarketers like yourselves would achieve a better conversion rate. The feedback we had from our customers about the contact they received from you was very positive. Not only did we sell to 30% of the appointments made by yourselves, we were also able to update our database with the future intentions of 10% of our database to change their current car in the next 24 months. I’d like to express mine and Martin’s (Martin Augier – Managing Director) gratitude for all the hard work your team put in to achieving a great result.
David Houghton, After Sales Manager, Lookers Eccles Skoda, formerly Claybank Motors
I would like to thank you and your team for the work you have done for Claybank Motors over the last few years. I will always recommend your company as professional, competent, flexible and eager to help a dealer get a customer into the dealership.
Colin Mcneilly, Service Manager, Agnew Seat
We have been using Interactive Marketing for a year now and we are very impressed. Interactive Marketing are making service reminder calls and along with appointments we find their reports of high quality, always concise and accurate and far superior to a call centre approach. The verbatim notes enable us to continue communication with our customer in an informed way. The fact that their calls are non scripted provides for a personal touch, which we value. Interactive Marketing comes across to us as one team and as a bonus their calls do not scare the life out of customers, which is important to us. We plan to continue using Interactive Marketing and highly recommend them to others.
Craig Woodhouse, Sales Manager, Ian Allan Motors
We have recently used Interactive Marketing for our sales lead follow up. I have to say we are extremely impressed by the quality of information we are getting back. Our sales people can concentrate on contacting pre-qualified leads. We can also add customers to our diary for when they will be in a position to talk to us in the future. We also use Interactive Marketing for service prospecting and will continue to do so.
Kenny Curran, Head of Business, Kentdale Land Rover
I was looking for a company I could confidently pass on my customer data to, to follow up and give me accurate and concise feedback. Interactive Marketing did and continue to do a fantastic job for us. The contact team give a very personal touch that doesn’t come across scripted but with a personal and professional approach. The online reporting suite gave me a package that fitted my needs exactly. Having had a look at others and my experience of various companies, Keith Owen and his team are by far the best at what they do.
Rob Tearle, After Sales Director, Hughes Group
I am a very strong advocate of Interactive Marketing and I’m happy to recommend their service. Interactive Marketing have worked for our group since 2013 undertaking service and MOT reminder calls and post service follow up. We have just extended their work to encompass our sales department campaigns. We maintain this supplier relationship because they add value to our business.
Melanie Banks-Browne, Chief Executive, John Banks Group
I am thrilled to write; “Christine, I am very pleased that you all work alongside John Banks providing our customers with an exemplary service and back up to our customer care programme in all our franchised dealerships from service reminders to follow ups and feedback – thank you Interactive”.
Richard Bernard, Service Manager, Mercedes-Benz of Slough
We have used Interactive Marketing for a number of years. We have been really pleased with the positive impact their calls have made to our business, and to the customer satisfaction results. Would highly recommend using their business.
Sarah Martin, Dealer Principal, Martins of Winchester
Interactive Marketing have provided Martins of Winchester with an excellent standard of service throughout the time we have used them. The quality of their staff has always been superb, the verbatim provided on all calls onto our data system is accurate and invaluable for updating our database. The conversion rates for bookings have also been good and their ability to get additional data where we have failed, has helped us to build our email database effectively.
Alex Lacey, Service Manager, Lancaster Bentley, Ferrari & Maserati Colchester
As the service manager at Bentley, Ferrari and Maserati in Colchester, customer retention is paramount to our success. With a small team front-of-house, we have the need to contract out all of our outbound calling requirements. Having used Interactive Marketing before I knew how professional and progressive they can be and didn’t hesitate to form a strong bond with them here in Colchester. Without a doubt, the work they have done and are doing for us has allowed me to create a solid platform for customer service and retention which ultimately improves my workshop hours and customer satisfaction scores.
David Coleman, After Sales Director, Stephen James Bromley
Love the service your colleagues provide for us, and just had a call for my Daughter’s Car’s MOT and got closed down very nicely too!
Jason Wyatt, Renault UK & Ian Redfern, After Sales Manager, Humberside Renault Grimsby
The results are clear to see and are measured by invoice feed independently. The increase in conversion rate is also clear to see and is why Humberside Renault have made Interactive Marketing a regular arrangement, and hope to continually achieve 40% conversion. With more work yet to be invoiced from the initial study period, it’s a clear cut case of success.
David Bowen, General Manager, SMG Cowfold
Using your company has allowed SMG Cowfold to move forward, not only in the way you have contacted our customer base to book in vehicles but also freeing up our front line staff to concentrate on the day to day operation more effectively.
Chris Harris, Marketing & Customer Director, H.R. Owen
Interactive Marketing offer a very professional and flexible service at a competitive price. The good level of car experience the agents have is essential in dealing with our petrol-head customers, and the quality of written feedback we get from calls is excellent. They have a very high success rate of reaching our customers and we’ve received very positive feedback on the quality of the calls made. The ultimate success was achieved when some of the contacts made by Interactive Marketing resulted in sales.
Colin Vaughan, Service Manager, Turners Hill Garage Limited (Crawley)
We have been using the services of Interactive Marketing for several years and I can honestly say the team at Interactive Marketing are very professional and courteous. As well as the obvious bookings and the revenue they bring in, you can also keep your database clean and current with the up to date information that they provide. We all know how much time is involved with MOT and service reminders, so to be able to entrust this to another company is brilliant. The fact my customers honestly think the call is coming from this site also speaks volumes in terms of how well the Interactive Marketing team comes across.
Chris Taylor, After Sales Manager, Hobin Seat Preston
Interactive Marketing have not only generated our business more bookings but also helped us keep some of the customers that we would have possibly lost due to age of vehicle. All in all a great company to have on your side and I look forward to continuing our relationship.
Sandy Metters, Office Manager, Ken Jervis Kia
Ken Jervis Kia have utilised the services of Interactive Marketing since 2006 to aid us with our ever increasing database accuracy and marketing reminders. We have always found all of the team, from the top down, to be professional and thorough with a good attention to detail. Most importantly, they work alongside us and with us to achieve what we ask of them, with their priority always being to assist us with our aim to constantly deliver the highest quality of customer service to our valued customers.
Michael Robinson MIMI, After Sales Manager, John Mullholland Motors
Service reminder follow up phone calls are one of the tasks that is always put to one side during the hustle and bustle of a normal day in a busy service department. We were at a stage where the job was becoming too much for the service advisors but did not justify employing a dedicated member of staff. We were looking for a solution to this problem and spoke to Keith from Interactive Marketing about the services they offer. They took on the follow up tasks for our service reminders. The results have been very satisfactory, the quality of both the calls being made and the information being fed back about the outcome of the calls are very detailed. Any changes we want to make to the content of the calls are embraced, any queries are answered promptly and we receive regular calls to ensure our satisfaction with the work being carried out.
Neil Bacon, After Sales Manager, Lancaster Toyota & Lexus Ipswich
A very innovative company who have helped us drive our business forward in profit and customer service.
Hannah Barber, After Sales Manager, Hayselden Skoda
We signed up to Interactive Marketing approximately 12 months ago, we have had brilliant results so far, which back up why they were strongly recommended to us by the brand. They communicate regularly to ensure customer service is second to none. We are sent reports daily, weekly and monthly. I hope to continue with Interactive Marketing in the aim to grow our department turnover and mainly profit.
Tony Jones, General Manager, Nissan Crawley (Motorline
Interactive Marketing provide a first class service and a good level of information that generates further business
John David, After Sales Manager, Citroen City
We are a long standing, satisfied client of Interactive Marketing. The service follow up calls they undertake for us have played a significant role in helping propel ourselves to the top of our group league table for customer satisfaction. We strongly recommend Interactive Marketing UK Limited.
Tony Kiss, After Sales Manager, David Ian Limited
I just wanted to let you know how pleased I am with the service you are providing. I have long felt that purely sending letters out for service reminders is not the most efficient means of gaining workshop bookings, as these very often either get forgotten or thrown in the bin. Being a smaller retailer we don’t have the resources to call every customer especially out of hours, hence the service you provide is ideal. Since using your services our service bookings have increased and I have gained excellent data as to why some people are not using us. Just this week I have managed, as a result of your feedback, to convert a number of undecided customers into confirmed booking’s, booking’s which we would otherwise not have had. An added benefit to us also has been our ability to cleanse and update our records so as to have a more accurate customer base which has been invaluable in our other service campaigns. I would highly recommend your services to any other dealers as a means to increase workshop bookings and monitoring. As a little additional note, dealing with your staff is a pleasure.
Carl Beer MIMI, Service Manager, Mercedes-Benz of Ipswich
Hi, could you let your team have some feedback? You made a service due call/MOT due call to a Mr Harris and he asked for me to call him to discuss prices. He stopped using us about 2 yrs ago on price and was using an independent garage. Following your call and the opportunity it created I was able to secure the servicing of his 2 Mercedes Benz, and he came into our showroom on Saturday purchasing a used E Class. Had it not been for the quality of your initial call it is likely that we would not have had Mr Harris return to us for his maintenance or this used car sale! So a big thank you from all of the team here!
Scott Welsby, Service Manager, Startin Skoda
Words can’t express how impressed we have been with Interactive marketing. What has struck us as perhaps the most important of the benefits, is the amount of feedback we get from our customers, also the overall design and interface is user friendly.
Lisa Ford, Divisional Director, Mercedes Benz Retail
I would be delighted to recommend Interactive Marketing to any retail business who really wants to ‘talk to their customers’ – and not just pay lip service to giving great customer service but actually understanding what their customers needs and wants are. Keith Owen and his team are a super-efficient professional organisation where the customer always comes first. I have used Keith and his team in my retail businesses since 2005 and would consider the money that I have spent on his services as essential to the success we have had in giving truly better customer service – not just better manufacturer customer satisfaction scores. Keith and his team have literally called every single service and sales customer I have had and recorded verbatim comments of their experiences – good and bad. They have also carried out extensive telephone mystery shop programmes and through this work has enabled us to tailor our customer offering to match the customer needs and to adjust our staff training plans to accommodate the direct feedback that our customers have made. This has undoubtedly earned us more sales and revenue in both areas of the business. Interactive Marketing are prepared to report back to you as the customer via the communication method that you find most efficient and I have found this communication to be first class. Interactive Marketing is constantly proactive and more importantly, honest. If they think the money you are spending in any area is not getting you value for money they will tell you! With such a great two-way relationship like this I would recommend Interactive Marketing service to any retail business hoping to improve their business – especially during difficult economic times.
John Stow, After Sales Manager, Ian Allan Motors
We have been using Interactive Marketing for approximately 6 months and would like to say how pleased we are with the results. In particular the capture of email addresses. We shall continue to use your organisation as our business grows.
Dino Dichello, Group Marketing, CRM and Database Manager, Cooper BMW & MINI
Our Cooper BMW and MINI dealerships have enjoyed a great relationship with Interactive Marketing for many years. We have utilised many telephone marketing agencies and companies in the past but have found the quality of work that Interactive Marketing do by far the best. From taking and understanding the initial brief, right through to making contact with customers and presenting results and analysis, we have found their level of service to be of the highest standard. Their work in re-activating old prospects and lost sales has led to numerous enquiries being turned into car sales. In addition, their 24 hour follow up calls to our service customers has seen improvements in our CSI scores with the manufacturer.