New reporting suite will improve speed and efficiency of digital customer communication

With the continuing move from traditional to digital methods of contact between customers and retailers, Volvo Car UK has partnered with TrackBack to ensure anyone making an online enquiry receives a timely and high-quality response from their chosen retailer.

The TrackBack system is fully integrated with Volvo’s lead-management systems and will speed up the time it takes to respond to customer requests and enquiries.

It also provides an effective solution for updating retail centres’ lead-generation and conversion activity, providing retailer management an opportunity to coach their teams based on insights from real-time data collection and feedback.

TrackBack went live in readiness for the nationwide retailer launch of the new XC40 premium compact SUV on 22 February.

Chris Francis, Volvo Car UK’s National Sales Process Development Manager, says: “Connectivity is key in the industry now and it is no longer a case of consumers telephoning us or coming in to speak face to face with our retailers. More customers are choosing to configure the car they want digitally, via our website. When they are ready to take a test drive, an increasing number complete an online request. TrackBack ensures retailers can respond immediately to those online requests to ensure sales opportunities aren’t missed.”

Matt Galvin, Head of Retail Sales at Volvo Car UK, adds: “With the retailer launch of the new XC40 later this month, we are already seeing a huge volume of enquiries coming in via our online channels. The demographic of the XC40 customer is much more likely to communicate digitally, so we need to make sure we are best equipped to deliver the level of service expected from the Volvo brand, especially given our ongoing commitment to technology and connectivity.”

Gareth Thomas, Managing Director at TrackBack, commented: “We are delighted to be working with Volvo at this exciting time for the franchise. Our experience with leading brands in the UK, Europe and Asia is that TrackBack will deliver rapid improvement 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.”