We noticed an advertisement for ADP’s new “Customer Touch” solution in one of the industry bulletins we track. The product functionalities mimick those of other e-mail marketing tools, with the exception of the following detail: “Improve dealership processes by automatically executing real-time communication notifications.”
It’s clear that major dealership software providers are inching towards the real-time communication features that ClearMechanic offers. In addition to this ADP Customer Touch feature, we’ve also noticed that Xtime is beginning to advertise “status updates” as a component of its online scheduling software. For now, these status updates appear to be text or e-mail notifications that a repair has been completed.
From our perspective, it’s a positive development for end consumers and for dealerships that the biggest technology players in automotive services are beginning to attack the “real-time services space.” Our long-term vision for ClearMechanic requires cooperation and partnership with Dealer Management System (DMS) providers like ADP, so it’s encouraging to see their growing appreciation for service center communication with customers *during* the repair process.