CDK Global Launches CDK ServiceView Powered by TruVideo

Rhea-AI Summary

CDK Global, a leader in automotive technology, launched CDK ServiceView, a video communication tool for dealership service departments. This tool allows service technicians to send high-definition inspection videos to customers, addressing concerns about upselling and communication. A 2020 study indicated that 55% of customers distrust dealerships due to poor information flow. CDK ServiceView aims to rebuild this trust and improve transparency, potentially increasing service business by 26%, as reported by a user from North Park Lexus. The features include two-way texting and real-time analytics.

Positive

• Launch of CDK ServiceView enhances customer communication, addressing trust issues.
• Potential for a significant increase in service business, demonstrated by a 26% growth from an existing user.

Negative

• None.

CDK Global, Inc. (Nasdaq: CDK), a leading retail automotive technology company, today introduced CDK ServiceView, a video and communications tool powered by TruVideo for dealership service departments using CDK Service and Elead Service. It is designed to empower service technicians to record and send videos of vehicle inspections and communicate directly with customers regarding recommended maintenance and repairs on their vehicles.

A 2020 study conducted by the CDK found that 55 percent of customers who bought a car from a dealership said they don’t trust dealers due to frequent upselling of unrequired services and not keeping them informed of updates during the service process. CDK ServiceView helps dealers directly address these concerns and can help build back trust with the 74 percent of customers who said they would consider returning to dealerships for service in the future.

“CDK ServiceView is a great example of our continued investments in research and technology focused on helping dealers stay ahead of important retail trends,” said Scott Thompson, senior vice president, CDK Global. “Our research shows that building trust is key to retaining customers and growing service business. Through our collaboration with a pioneer and industry leader in service video technology like TruVideo, we will improve the quality and frequency of communications between service departments and their customers and empower dealers to provide frictionless experiences that build trust through transparency.”

Features of CDK ServiceView for dealers include:

• High-definition videos created via smartphone that can be sent by text message directly to customers to view at their convenience
• Two-way texting between the service department and their customers to discuss video evaluations and approve or decline proposed vehicle service
• Internal chat function for dealership personnel to ensure fast and frequent communications between departments
• Real-time analytics on tool utilization, customer sentiment and engagement
• Compliance with increasing manufacturer requirements that dealers include video as part of the consumer experience

“In today’s digital age, we see how impactful video is as a way to improve connections between people,” said Dewayne Sanders, Service Director, North Park Lexus of San Antonio and user of the TruVideo technology. “Through this tool, we are taking the mystery out of vehicle service for our customers and better engaging them in the process. This increase in transparency has already shown improvements with our customer relationships and increased our service business by 26 percent.”

About TruVideo:

TruVideo, founded by Joe Shaker and Douglas Chrystall, is a video-first texting platform proven to increase customer experience and revenue in sales and service departments. Designed to bridge the disconnect from dealership to consumer, TruVideo helps connect and engage with customers. Send HD video, texts, and estimates straight to the messaging app on your customer's phone. With implementation assistance and the ability to show customers products and services like never before, TruVideo keeps customers happy and spending more. To learn more, visit: www.truvideo.com.

About CDK Global, Inc.

CDK Global (NASDAQ: CDK) is a leading provider of integrated data and technology solutions to the automotive, heavy truck, recreation, and heavy equipment industries. Focused on enabling end-to-end, omnichannel retail commerce through open, agnostic technology, CDK Global provides solutions to dealers and original equipment manufacturers, serving nearly 15,000 retail locations in North America. CDK solutions connect people with technology by automating and integrating all parts of the dealership and buying process, including the acquisition, sale, financing, insuring, parts supply, repair, and maintenance of vehicles. Visit cdkglobal.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20210823005066/en/

FAQ

What is CDK ServiceView?

CDK ServiceView is a video communication tool for dealership service departments, allowing technicians to send high-definition inspection videos to customers.

How does CDK ServiceView improve customer trust?

It addresses customer concerns about upselling and keeps them informed about their vehicle's service process, rebuilding trust.

What were the findings of the 2020 CDK study?

The study found that 55% of customers distrust dealerships due to upselling and lack of service updates.

What are the key features of CDK ServiceView?

Features include high-definition videos, two-way texting, internal chat for staff, real-time analytics, and compliance with manufacturer requirements.

What impact has CDK ServiceView had on service business?

A user reported a 26% increase in service business after implementing CDK ServiceView.