Is the Franchise Dealership Model on Life Support?

You can identify disjointed support through several key signs:

• Agents constantly switch tabs: They need to jump between multiple applications (e.g., phone system, CRM, order database) during a single customer interaction.
• Customers repeat themselves: Customers have to explain their issue multiple times to different agents or on different channels.
• Inconsistent information: Agents provide conflicting answers because they are looking at different data sources.
• Long handle times: It takes a long time to resolve issues simply because finding the right information is difficult.

Data silos directly lead to a poor customer experience by creating friction and frustration:

• Inadequate Service: Agents lack the complete customer history required to provide personalized and efficient service.
• Delayed Responses: Agents spend valuable time hunting for information across various systems, leading to longer waits.
• Missed Opportunities: Without a complete view of the customer journey, companies miss key moments to engage, upsell, or simply make the customer feel valued.

A 360-degree customer view is a comprehensive profile that aggregates all of a customer's interactions, preferences, and history from every touchpoint (website, in-store, call center, social media) into a single, accessible record. 

This helps by:

• Empowering Agents: Agents have all the context they need on one screen to resolve issues quickly and personally.
• Enabling Personalization: Businesses can anticipate customer needs and offer relevant solutions.
• Building Loyalty: A seamless and informed experience increases customer satisfaction and loyalty.

Fixing this issue requires a strategic approach that combines technology and processes:

1. Assess Current Capabilities: Evaluate your existing technology, customer journeys, and key metrics like customer satisfaction and average handle time.
2. Develop a Unified Vision: Create a clear strategy for a desired future-state where data flows seamlessly.
3. Foster Collaboration: Encourage cross-departmental communication and break down organizational silos.
4. Implement Enabling Technology: Consider solutions like Customer Data Platforms (CDPs) or cloud-based contact center software that integrate voice and digital channels with CRM data.