The impact of service plans on customer retention

23 February 2015

"In an increasingly fragmented aftersales marketplace, service plans can mean the difference between keeping your customers for aftersales support and future car sales and seeing them slip away to the wider market."

This will be the message EMaC chief executive Angela Barrow brings to the 2015 AM Aftersales Conference on Thursday, April 16 at the Crowne Plaza Heythrop Park in Oxfordshire.
Service plan specialist EMaC is one of the main sponsors of the event and Barrow will be sharing her insights as one of the day’s speakers. She will outline the importance of integrating service plans into the sales process for every car to increase customer lifetime value, customer retention and improved customer satisfaction.
"Success with service plans is a long-term gain, but one that can have important short-term impacts on CSI scores and customer recommendations," she said.

"Central to the success of service plans is their integration within a dealer’s specific brand and culture. This has to be planned and supported.
“Service plan success is much more than software and quotations; the offer should fit with the dealer’s brand and their wider approach. We have had great success by helping dealers to tailor their service plan programmes and supporting them through training, business growth support, customer retention and renewal programmes."

"I aim to share our insights learned over the last decade."
As well as a range of main stage speakers from the automotive sector and beyond, there will be workshops covering a wide variety of aftersales topics with the goal of helping franchised dealers become more profitable.

Further details on speakers and workshops will continue to be announced on the event website

Tickets are available to dealers and manufacturers, with a limited number of supplier tickets on sale. To book, please contact Emma-Louise Kinnaird on 01733 395133, email or visit the booking pages.