Citroën and DS brands increase focus on lead management and customer satisfaction

• Citroën and DS launch TrackBack lead tracking and reporting platform to its UK dealer network
• TrackBack’s industry leading platform monitors the follow-up of CRM leads by dealers
• Focus on lead follow-up results in increased sales opportunities and improved customer experience
• Accurate feedback on lead quality enables more effective use of marketing budgets

Citroën and DS brands launch TrackBack’s lead follow-up and reporting system to its 227 UK dealers, following a successful pilot programme.

The TrackBack system integrates with the existing lead management systems operated by the PSA Peugeot Citroën group. The lead management system provides sales leads with trackable contact details that dealers can call from any telephone.

Once the dealer calls the customer, TrackBack’s Head Office reporting, Network Insight, is instantly updated with details of the call attempt and updates the contact history for the lead.

Sales managers can use TrackBack’s Dealer Insight reporting to monitor the salesperson’s response for speed and quality. All information is provided in real-time to monitor the lead response, and the call recordings can be reviewed for training purposes.

“Our experience with leading brands in the UK, Europe, and Asia is that TrackBack will deliver rapid improvements in the speed and quality of lead follow-up by dealers. This leads to a better all-round customer experience and increased sales opportunities for the dealer, with more and more senior marketing and CRM personnel viewing the service as indispensable,” says Gareth Thomas, Managing Director of TrackBack. “The data provided by TrackBack is incontrovertible. It is therefore the only way our clients can safely include lead follow-up performances in dealer incentive programmes”.