Mitsubishi Motors North America, Inc. (MMNA) recently partnered with Dealer-FX, the leading Customer Experience Management provider for OEMs and their retailers, to launch an all-new digital platform for Mitsubishi dealers entitled MICAR. MICAR is based on Dealer-FXs ONE platform, which connects all stages of service and gives customers a completely digital and convenient experience.
The tablet-based system integrates seamlessly with dealer management systems and allows dealerships real-time access to critical data and the most advanced analytics in the industry. MICAR has been rolling out in Mitsubishi dealerships nationwide, and MMNA has a goal of enrolling 90 percent of dealerships on ONE Platform by 2020.
Optimizing the customer experience at our dealerships meant upgrading our systems and equipping our dealers with the tools they need to be efficient, informed and connected to consumers, said Fred Diaz, President and Chief Executive Officer, MMNA. Dealer-FX has an established track record of transforming how consumers interact with OEMs and their retailers with ONE platform. They were the ideal partner for us when it came time to develop MICAR to improve both customer satisfaction and dealer financial performance.
With the MICAR platform, dealership customers get the best digital retail experience possible. Customers can:
- Utilize convenient mobile and online scheduling, for 24/7 convenience
- Be greeted by their advisor at their vehicle to conduct a thorough and transparent check-in
- Maintain ongoing text, phone and email communication during their service visit
- View Multipoint Inspection results and recommendations on any mobile device
- Get detailed descriptions of each recommendation (including photos) and easily approve
- Pay invoices remotely, eliminating the need to wait in line at the cashier, and more
Dealerships using the MICAR platform have experienced a 12 percent increase in Customer Satisfaction Index scores and a 51 percent increase in Customer Pay Sales, as well as numerous efficiency and profitability improvements. MICAR has allowed Mitsubishi to meet the rising bar of customer expectations and ensure they drive away informed, satisfied and eager to maintain their dealership relationship.
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MICAR helps dealers effectively drive service retention and ensures a connected, transparent and efficient customer experience at Mitsubishi dealerships, said Gary Kalk, CEO of Dealer-FX. Were excited to be partnered with MMNA to further grow their business in the USA.
About Mitsubishi Motors North America, Inc.
Mitsubishi Motors North America, Inc., (MMNA) is responsible for all research and development, marketing, and sales for Mitsubishi Motors in the United States. MMNA sells sedans and crossovers/SUVs through a network of approximately 360 dealers. MMNA is leading the way in the development of highly efficient, affordably priced new gasoline-powered automobiles while using its industry-leading knowledge in battery electric vehicles to develop future EV and PHEV models. Mitsubishi has been producing cars for over 100 years. For more information, contact the Mitsubishi Motors News Bureau at (888) 560-6672 or visit media.mitsubishicars.com.
About Mitsubishi Motors Corporation
Mitsubishi Motors Corporation is a global automobile company based in Tokyo, Japan, which has a competitive edge in SUVs and pickup trucks, electric and plug-in hybrid electric vehicles. Since the Mitsubishi group produced its first car more than a century ago, we have demonstrated an ambitious and often disruptive approach, developing new vehicle genres and pioneering cutting-edge technologies. Deeply rooted in Mitsubishi Motors DNA, our brand strategy will appeal to ambitious drivers, willing to challenge conventional wisdom and ready to embrace change. Consistent with this mindset, Mitsubishi Motors introduced its new brand strategy in 2017, expressed in its Drive your Ambition tagline “ a combination of personal drive and forward attitude, and a reflection of the constant dialogue between the brand and its customers. Today Mitsubishi Motors is committed to continuous investment in innovative new technologies, attractive design and product development, bringing exciting and authentic new vehicles to customers around the world.
Dealer-FX is transforming how millions of consumers interact with automotive brands and their retailers. Our customer experience management platform uses advanced data analysis and mobile applications to deliver convenience, transparency and trust to consumers, and increased efficiency, profitability, retention and brand loyalty to OEMs and dealers. We are backed by the strength and resources of HGGC, a private equity firm in Palo Alto, CA.
Our core offering, ONE Platform, is comprised of seven components, which along with the Service Dashboard, manage the entire service experience from initial contact through drive-off and to next visit. It delivers the best dealer service experience. Period.
Dealer-FX is the exclusive or preferred service technology provider for Mitsubishi, FCA, Nissan, Infiniti, Toyota, Lexus, Audi and several other OEMs in the US and Canada, and has more than 2,500 dealership clients. Dealer-FX is based in Toronto. For more information please visit dealer-fx.com, or connect on Facebook, Twitter and LinkedIn.
Mitsubishi Motors North America, Inc.
Senior Specialist, Public