We are delighted to have been shortlisted for Supplier of the Year in the AM Awards 2023 having won this award for the past three years.
During 2022 we placed a strong focus on updating and enhancing our existing products, providing retailers with the latest digital technologies to help improve the customer journey. Most notably, we integrated our CitNOW Sales system with Dealerweb Showroom and CitNOW Web with Dealerweb React, enabling retailers to streamline the management of customer data, enhance the customer journey, and improve conversion rates.
We work closely on ensuring our customers get the most from their CitNOW solution right from the beginning of their journey with us. It starts with our extensive onboarding programme, where each customer is assigned a designated member of the onboarding team to ensure a smooth set up. We received five out of five stars from all new customers in 2022, and our Customer Support team recorded a 96% connected call rate comments on our excellent staff training and support system. We also offer free ‘How2CitNOW’ videos, as well as webinars to help retailers feel confident when using our platforms – whether they are new to CitNOW or want to brush up on their video skills.
This high level of support has meant that, in 2022, we achieved a Net Promoter Score (NPS) of 77 from decision makers, putting us in the ‘high’ category and in the 100th percentile in the software sector – an achievement we’re extremely proud of.
In 2022, we also partnered with Salesforce to become one of the first UK automotive retail suppliers to be featured in the Salesforce AppExchange. Making retailers’ lives easier is part of our ethos, and by integrating our CitNOW Sales video functionality and reporting into Salesforce Automotive Cloud, Sales Cloud and Marketing Cloud, we can offer retailers, OEMs and Groups a more efficient lead management process to enhance the customer journey. And we haven’t stopped there… We have recently added CitNOW Workshop to the AppExchange, ensuring aftersales data is shared efficiently and helping workshops provide a personalised customer interaction.
We appreciate your support and your votes to shortlist us for this category. We will continue our focus on customer success and putting customers at the heart of everything we do. We look forward to seeing the results on the 11th May, good luck to all the finalists.
