Digital service boosts aftersales communication at Frosts

South-coast used retailer implements AI-based customer messaging.

Andrew Charman

November 20, 2024

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2411 frosts voicebox

South Coast-based independent retailer Frosts Cars has automated its aftersales-focused using email and SMS communications and reporting tools from digital motor trade software specialist Marketing Delivery.

Designed to maximise customer retention and workshop utilisation at Frosts, the VoiceBox software uses data from the retailer’s Pinewood dealer management system to automatically send personalised and timely email and SMS communications to customers when their vehicles are due for MOT and service work.

Where appropriate, customers can then be channelled through the integrated Marketing Delivery LeadBox software to help Frosts’ outsourced contact-centre staff prioritise follow-up communications.

Founded in 1952, the family run business has become one of the largest independent vehicle retailers in Sussex, supplying used cars and vans and operating 14 bays across its dedicated aftersales facilities.

Frosts director Robert Robinson said that the company had been looking at how best to scale and streamline its customer communications in a way that wouldn’t burden the aftersales teams.

“We saw some great response rates during the first month of piloting the Marketing Delivery solutions, with 62 workshop bookings made directly in response to the emails already, and we’re ambitious about what we can achieve now we have implemented a full suite of AI-powered messages,” Robinson added.