During 2020 and 2021, the automotive industry had a decline due to the global slowdown of the economy. However, 2023 has witnessed a rise in sales and the forecast seems to rise through 2024. This means that the automotive industry is growing and needs to automate manual tasks to keep up with the improvements in customer experience. This is only possible with new age integration. The goal is to create a seamless CX for new customers. In this blog, we will discuss how Merren and SugarCRM can revamp the automotive industry.

What is SugarCRM Integration?

SugarCRM is a customer relationship management platform for B2C businesses. This platform offers sales and marketing automation, analytical tools and a customizable dashboard. It can help you detect new leads, track sales across funnels and help the customer service teams with unified details of customers across the journey. It is a flexible solution for managing and analyzing customer data throughout the lifecycle.

Automotive Industry: 7 Advantages Of Merren and SugarCRM Integration 

1. Replacing paper records with digital channels:

There are still automotive dealers that use paper records to keep track of leads and potential footfalls at the dealership. This creates plenty of unnecessary paperwork that is susceptible to damage. Merren and SugarCRM integration ensures that companies can digitize the processes and conduct activities like collecting customer data, sharing invoices and tracking phone calls.  

2. Omnichannel lead nurturing for a successful sale :

There are around 900 individual touchpoints that are spread across the internet. All of them are connected to a physical dealership. Despite this access, around 60% of people prefer to make their purchases online. With the help of SugarCRM and Merren, you can nurture a lead  across touchpoints with targeted communications. Even when people cannot visit a dealership physically, companies can focus on personalized lead scoring, creating relationship pre-sales, and tracking their points of contact with the stores. This is a strategic yet a smart way to interact with people online.  

3. Identify potential customers and offer test drives:

Automating the sales process is the largest need of the hour. Manual data collection can make it hard to tell which lead might be interested in a test drive. This means you might also miss on a follow-up. This integration prevents companies from missing out on interested leads. Create instant lead generation forms with Merren and share it with your potential customers via this integration. Now you will have data on prospective buyers who call or people who have booked a slot for a test drive. You can view all unified data on the dashboard. You can get information on people who have filled in the lead generation form and people who have opted for other dealerships.

4. Track leads at multichannel touchpoints:

It can be hard to tell where a potential lead is coming from. With the help of Merren, you can deploy brand awareness surveys at touchpoints for potential leads. You can find out their needs, requirements and get in touch with them at the earliest. This helps you detect lead sources- websites, social media channels or phone contacts. Take the guesswork out of selling and move through the sales cycle efficiently. 

5. Tracking customer journey after car sales:

The real journey starts after a financial transaction. The customer journey in the automotive industry is very long. Merren and SugarCRM integration helps you keep track of post-purchase customer experiences. You can incorporate support and car maintenance into the CRM systems for each customer. Merren can help you schedule CX surveys at various touchpoints to ensure that people are sharing their experiences, in-the-moment. Merren can help you avoid delays and batch processing with AI analysis. 

6. Use multichannel survey mediums for inmoment surveys:

Merren brings inmoment multichannel survey mediums for any CX professionals. The best part? Merren surveys are compatible on any device. You can publish WhatsApp surveys, Facebook messenger surveys, website chatbots and dynamic email surveys. Integrate this feature with your SugarCRM and schedule surveys at touchpoints. Get 10x the response rate, that is higher than the industry average.

7. View analytics and reports on the integrated dashboard:

Get an overview of the response rate on the CX dashboard. Check the number of responses- pending, responded, scheduled and sent.Keep a track of all responses be it plain text or multimedia format. Merren’s AI reporting can give you a quick overview of the analytics without the need for manual handling. Segregate responses based on emotional metrics on the word cloud segregation. With the help of SugarCRM, collect real time data from different demographics at various timelines.  

Conclusion

The customer journey across the automotive industry starts after a financial transaction. CRM integration with Merren’s capabilities can accelerate your CX protocols. Thorough integration leads to greater digital engagement. This in turn leads to higher customer engagement via various touchpoints. Keep a track of your sales and marketing metrics all in one platform. Sign up for a 14 day free trial with Merren, without any credit card details.