South coast-based independent dealership Frosts Cars has teamed up with Marketing Delivery to enhance its aftersales customer communications, aiming to improve retention and workshop utilisation.
Operating from two locations in Sussex, Frosts has adopted Marketing Delivery’s email and SMS communication tools to leverage data from Frosts’ Pinewood dealer management system.
Marketing Delivery’s VoiceBox software automates personalised, timely email and SMS reminders for customers when their vehicles are due for MOT or service work. Additionally, the integrated LeadBox software helps Frosts’ outsourced contact centre staff prioritise follow-ups based on customer responses.
Founded in 1952, Frosts is a family-run business and one of Sussex’s largest independent vehicle retailers, with an aftersales operation that has 14 bays dedicated to servicing and repairs.
Robert Robinson, director at Frosts, said: “We’ve been looking at how best to scale and streamline our customer communications in a way that wouldn’t burden our aftersales teams. During the first month of piloting Marketing Delivery’s solutions, we saw great response rates, with 62 workshop bookings directly generated by the emails. We’re ambitious about what we can achieve now that we’ve implemented a full suite of AI-powered messages.”
Jeremy Evans, chief executive at Marketing Delivery, added: “The inherent flexibility of our solutions means Frosts can easily tailor their CRM to reflect their brand, physical outlets, and the various stages of the customer ownership lifecycle. With VoiceBox, Frosts can monitor response and retention rates against key performance indicators, while their dedicated account manager will provide insights and guidance on digital best practices.”
