1,790 viewsSuccess Story
Since 2010, 360.Agency helps you build a profitable customer relationship for your car dealerships.
Meet André Gingras,
CEO of AutoForce Group
Established in Île-Perrot since 2005 and recently in Salaberry-de-Valleyfield, André Gingras, CEO of AutoForce Group, has managed to evolve his company with the times and keep it prosperous. Today, as head of 4 car dealerships and a collision centre, he has maintained a certain philosophy in the management of his customer relationships. For him, the important thing is to be able to bring his customers the strength of the group while maintaining a personalized and warm customer service.
Meet André Gingras, CEO of AutoForce Group
Established in Île-Perrot since 2005 and recently in Salaberry-de-Valleyfield, André Gingras, CEO of AutoForce Group, has managed to evolve his company with the times and keep it prosperous. Today, as head of 6 car dealerships and a collision centre, he has maintained a certain philosophy in the management of his customer relationships. For him, the important thing is to be able to bring his customers the strength of the group while maintaining a personalized and warm customer service.
Opening of the first AutoForce dealership
in Île-Perrot
Car dealerships
Collision center
Opening of the first AutoForce dealership in Île-Perrot
Car dealerships
Collision center
Making the Digital Shift
In the past, consumers came to the dealership to get the information they needed. Now, they are already very well informed. For Mr. Farmer, Marketing Director of the AutoForce group, what is important now is to reassure the customer by checking that they have made the right choice and to accompany them in the transaction.
In the past, people used to meet sales representatives to get information, now people arrive already informed. 
There are many questions concerning the role that brick and mortar car dealerships will play in the future. For Mr. Gingras, people will continue to come to the dealership because they need expertise and assistance to make their choice. But he also points out that the buying process is becoming more and more digital.
Many steps are now being taken before people even arrive in the showroom. Traditional media have made way for digital media, social networks, and Adwords campaigns; which has caused major changes, even in the automotive industry. Shopping habits have changed in recent years. Sales techniques previously used in dealerships ten or twelve years ago to generate traffic in the showroom were completely disrupted with the arrival of the Internet.
In the past, people used to meet sales representatives to get information, now people arrive already informed.
CRM PRO 360, THE IMPLEMENTATION CHALLENGE
Before, as in most dealerships, the sales consultants responded to customer phone requests. But as it grew, the AutoForce Group came to realize that it was impossible to implement a standardized process with 25 people interpreting the customers’ needs their own way. However, Mr. Gingras’ wish has always been to offer the best customer service possible. That’s why he decided to install CRM Pro 360 in his dealerships to allow its sales consultants to concentrate on the showroom activity.
The biggest challenge for AutoForce management team? Make teams understand that implementing a CRM is not going to miraculously solve all the problems and that it is a process that takes time and adjustments. In order for CRM 360 to be correctly accepted, the management team had to regularly demonstrate the effectiveness of the new tool.
With every little change there was a great result, so little by little, people have gained confidence.
Thanks to CRM Pro 360, the AutoForce Group now has the tools to understand and analyze their performance in each area. Without the right tools, you have no daily and monthly reports to compare from year to year to see what improvements need to be made. Thanks to the detailed reports provided by CRM 360, each dealership was able to significantly improve its results. As an example, out of a volume of 5,000 requests per year, 1, 2 or 3% in improvements made a real difference in their turnover. CRM Pro 360 itself allowed them to make 1,000 sales last year!
After installing a CRM, results don’t come in a day. It will take time to improve processes, readjust along the way by using the tools provided to us.
BDC 360, the Secret of an Effective and Profitable Customer Relationship
The AutoForce Business Development Center (BDC 360) was gradually implemented:
Step-by-Step Implementation
- STEP 1: set up the BDC in the dealership,
- STEP 2: receive and manage incoming emails,
- STEP 3: receive and manage incoming calls.
BDC 360, THE SECRET OF AN EFFECTIVE AND PROFITABLE CUSTOMER RELATIONSHIP
Step-by-Step Implementation
The AutoForce Business Development Center (BDC 360) was gradually implemented:
- STEP 1: set up the BDC in the dealership,
STEP 2: receive and manage incoming emails,
STEP 3: receive and manage incoming calls.
This second step was the most difficult to impose on sales consultants and managers. Indeed, as they have a better knowledge of the products, sales consultants tend to think that they are more qualified to respond to customer calls. However, a good customer relationship is not just about taking calls, it is also about regular follow-ups. This is difficult to do when you have 10, 20, 50 salespeople.
Today, we would not go back.
The 360.Agency Benefit: A Tailored Consultation Service
For AutoForce, the main benefit of partnering with 360.Agency is the support the company receives. They particularly appreciate the presence of our consultants by their side, since the initial implementation of the tools in their dealerships. Monthly meetings, quick assistance, strategy … BDC 360 consultants are present at all stages to improve the dealership-customer relationship.
Next Step for AutoForce: Enhance the Processes.
After the successful implementation of CRM Pro 360 and BDC 360, and a successful year, AutoForce plans to continue its efforts in 2019/20 to:
- Perfect the customer-care process with digital tools
- Generate even more leads
- Continue to improve conversion rates
At 360.Agency, we are proud to participate in the success of the AutoForce group!
With the use of CRM Pro 360 and its new BDC 360, AutoForce now has a complete suite of digital solutions for 360-degree management of its car dealerships!
Contact us now for a tailor-made service adapted to your consumers
Contact us now for a tailor-made service adapted to your consumers.
Check out the complete AutoForce interview:
