As customers increasingly research cars online and submit digital enquiries, Mazda UK has partnered with TrackBack to ensure all online enquiries receive a prompt and professional response from their chosen retailer.

The TrackBack system is fully integrated with Mazda’s Lead Management System and will speed up the time it takes to respond to customer requests and enquiries and places a greater focus on the quality of responses from the dealer network.

It also provides accurate and objective reporting, including access to call recordings and email transcripts, providing dealer management with an opportunity to coach their teams based on the intelligence gained from the real-time data collection.

Commenting on the programme, Shirley Aston-Tang, CRM Manager at Mazda UK said: “Striving for the best customer experience is absolutely vital to the success of Mazda UK and its dealer network. The insight and reporting provided by TrackBack will help focus our efforts to deliver best-in-class performance, by consistently responding to every single lead with a high-quality and timely communication.”

Gareth Thomas, Managing Director at TrackBack, commented: “We are delighted to be working with Mazda and are confident TrackBack will deliver an improved customer experience. Our reporting integrates Mazda’s performance targets, permitting dealers to continually track and manage their activities, ensuring they exceed Mazda’s quality standards for responding to online enquiries.”