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Two expert services are available to help dealers improve their customer experience.
Big news in the automotive industry! Consultants YJomphe (Yanick Jomphe, President) becomes business partner with Contacto (Nathalie Girardot, Associate General Manager).
Contacto already offers successful relaunch services for service and sales departments, but now the company will benefit from the expertise of Yanick Jomphe, who has unrivalled experience in the industry. Consultants YJomphe will therefore be offering a new outsourced recovery support service, in addition to continuing its industry training activities. This will be a complementary service to help dealers with their customer experience.
Combined value
Why a business partnership? Ms. Jomphe has already been providing customer experience and training services for over 25 years, and wants to offer the entire industry the possibility of having an in-house or external customer service department, or both. Consultants YJomphe didn't offer the service of an external firm for relaunching, but now it's possible with its business partnership with Contacto. Welcome aboard!
Ms. Jomphe explains: "It was a dream to be able to offer all services in the industry. Offering the possibility of setting up a dunning department both internally and externally (as a subcontractor). What's more, training agents and being involved in all business processes is wonderful. If the structure doesn't allow for an in-house person, we have the solution with Contacto, or if one person isn't enough, we're there to help! This is unheard of in the industry, especially as we adapt to the needs of car dealers, using their in-house software and offering exclusive packages according to their expectations and needs. Shared values; the key to success!"
The essence of customer service
All Contacto agents are trained by Ms Jomphe, a leading figure in the automotive industry. Regardless of the DMS(Dealer Management System) or CRM(Customer Relationship Management) tools used, Contacto works directly within these IT platforms for both sales and service. We know that a well-equipped and qualified workforce is essential to the industry's success. Trust is a major asset in all relationships, especially those with customers. Customer service is the gateway to organizational performance!
The company adapts to all in-house software thanks to targeted training by Consultants YJomphe. Contacto offers several packages, such as "incoming", "satisfaction", "retention", "win-back", "replacement" and many other additional options. In addition to the packages, options are customized for each dealer in the service department, according to their needs:
- RDA (advance appointment)
- 1st appointment after vehicle purchase
- Parts received
- Appointment confirmation
- Confirmation of interviews refused two days before the appointment
- Withdrawn customers
- Unsold estimates
- Recall campaigns
- Tire campaigns
- Promotional campaigns
- End of warranty
- Other
Ms. Jomphe emphasizes that "it's important to work directly with the DMS or with the technological tools used at the dealership. Knowing all the IT tools is a fundamental asset for Contacto. Dealers have the impression that the agent is working directly on their premises in-house, which is a real bonus!
A personalized approach to sales
For the sales department, Contacto also offers a variety of highly personalized packages to meet dealers' needs. The best achievements always come from teamwork and mobilization. The years to come will be based on the customer experience: offering a directional and omnichannel experience, personalizing the offer, speeding up turnaround times, facilitating payment and developing collaborations between brands to offer added value to customers.
Customer loyalty will become the key to organizational success. Consultants YJomphe and Contacto want to think "quality" and "added value" first and foremost. Contacto offers personalization, the ability to update customer files, offer proactive service, improve the customer experience, create value, measure the results of loyalty actions, work transparently and, above all, help these business people to better meet their customers' expectations.
Enhancing the quality of training and services
Ms Girardot has been coordinating and supervising customer experience in sales and service departments for over 20 years. She has solid experience in mechanical workshop supervision and as a technical consultant. She has also run a call center in the automotive industry, managed staff and trained them at the BDC(Business Development Center) or CDA (Centre des affaires) level in sales.
Ms Girardot explains: "Contacto is proud to be partnering with Consultants YJomphe, and this will enable us to offer all our agents high-level training in IT (DMS) and telephone strategies. This association will add value to our company and enable us to offer a unique service. We'll even be able to help dealers who already have an in-house BDC, whether for sales or service."
Contacto, founded in 2020 and based in Quebec, is a center of experts in customer development. Its day-to-day commitment is to contribute effectively to optimizing and increasing its customers' sales. Its team of automotive professionals with customer service expertise delivers quality service tailored to dealers' needs. Customers perceive a difference in the customer experience, rather than in product features and specifications. Contacto works with respect, transparency and clarity of expectations.
Shared values
Ms. Jomphe is proud to work with Contacto and shares the same values in terms of quality, customer experience and follow-up. A company focused on customer satisfaction and dealer support, close to the people! Joining forces to offer two services in the industry: the amalgamation of the two services offers diversification in terms of customer follow-up.
It was a dream to be able to offer all services in the industry. To offer the possibility of setting up a relaunch department internally, but also externally."
-Yanick Jomphe, President, Consultants YJomphe
Ms Girardot continues: "We want to help dealers, regardless of whether they already have an in-house BDC, because sometimes the staff can't perform all the tasks required. We assist your contact person to help them. If you don't have an in-house BDC, we're here to provide you with one that meets your expectations and needs."
A turnkey, integrated, trusted and versatile service. Ms. Jomphe's and Ms. Girardot's reputation form an outstanding synergy to offer all the services required in the automotive industry. Knowledge, operational competence and behavioral skills are essential to success.