This presentation shows how customers go through the purchase cycle in the motor industry. The Five stages are discussed and we show how after-sales activities can drive repeat purchases.

1. Orby Technologies
Orby Technologies
Automating Customer Journeys
in the
Motor Industry
OrbyTechnologies

2. Orby Technologies
Five Stagesin the Customer Journey
Lead Capture
Nurturing
Vehicle Sales
Customer Care
Customer Loyalty

3. Orby Technologies
Lead Capture
Face to Face
Dealership
National and Local Events
Web forms
Brochure Request
Test Drive Request
Lead Capture
Nurturing
Vehicle Sales
Customer Care
Customer Loyalty

4. Orby Technologies
Nurturing
Outbound Campaigns
Electronic
Email
Social
SMS
Letter
Brochure Cover letter
Special Offer
Follow-up
Outbound calls from the Call Centre
Assign to Dealership
Lead Capture
Nurturing
Vehicle Sales
Customer Care
Customer Loyalty

5. Orby Technologies
Vehicle Sales
Test Drive
Quote
Contracts
Post-Sale Follow-up Call
Lead Capture
Nurturing
Vehicle Sales
Customer Care
Customer Loyalty

6. Orby Technologies
Customer Care
Enquiry
Warranty and Legal Cases
Recall Communication
Lead Capture
Nurturing
Vehicle Sales
Customer Care
Customer Loyalty

7. Orby Technologies
Customer Loyalty
Service Reminders
Based on customer behaviour
Trigger sales follow-up
Analyse customer buying habits
Lead Capture
Nurturing
Vehicle Sales
Customer Care
Customer Loyalty

8. Orby Technologies
Automating Customer Journeys
Lead Capture
•Face to Face
•Events
•Dealership
•Web Forms
Nurturing
•Mass Personalisation
•Electronic
•Letter
•Follow-Up Call
Vehicle Sales
•Test Drive
•Quote
•Contracts
•Post-Sale Call
Customer Care
•Enquiry
•Warranty and Legal
•Recall
Customer Loyalty
•Service Reminders
•Trigger Sales Follow-Up