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Car dealerships

The successful ongoing management of the after-sales relationship with your customers – principally but not exclusively service plans – is a vast and specialised operation that requires experience, expertise, infrastructure and sophisticated IT. We take care of the entire operation for you. Service plans increase loyalty, keep the sales of parts within your dealerships, allow upselling and lead to repeat car sales and an extended customer relationship. In 2018 we calculate that our service plans generated over £250 million in potential dealer revenue. We partner with many of the UK’s top 200 dealerships.

What we do

Service plans

  • Dealer support – an experienced team of aftersales retention specialists
  • Outbound sales – a dedicated resource to boost your customer retention
  • Sales development managers – on site support to boost your results
  • Reconciliation and finance support team – expert advice
  • Customer services and contact centre – specialists at looking after your customers… and saving you time
  • Marketing support – holistic solutions
  • Innovations – eg AutoQuote; Customer Direct

Credit facility – Drive Now, Pay Later

  • A flexible, interest free credit solution for dealerships to offer to their customers
  • Can be used for any dealership purchases (red work, accessories etc)
  • Minimal administration
  • Increase accessory sales and increase aftersales revenue
  • Increase customer retention and satisfaction
  • Full training and ongoing support provided by EMaC
  • Smart phone and tablet enabled
  • Seamless, swift and flexible customer application process and loan activation
  • Tailored fulfilment documentation pack delivered instantly to preferred device

Identify new opportunities

  • Strategic vision: operate across the entire post-sales relationship with vehicle owners
  • Innovate beyond service plans, by looking at the big picture
  • Identify new areas and ways to add value
  • Investment in technology to support product development & system enhancement
  • Example: credit finance to reduce the impact of big maintenance costs

Why use us?

The Evolve website to drive sales

  • A single digital portal – simple, quick and effective, comprising the following functionality:
  • DVLA search
  • Bespoke pricing
  • Online plan transfers
  • World Pay – online payment facility
  • Flexible consumer payment options
  • Bespoke scheduling of add-on products: MOT, air conditioning service, tyres etc
  • Bespoke customer quotation & fulfilment documentation
  • High control over user access levels/ system permissions
  • Real time reporting

Our customer service centre

  • An elite team of experienced professionals will handle all consumer administration, for example:
  • Consumer direct debits
  • Maintenance of consumer account records
  • Service plan transfers, cancellations and refunds (where appropriate)

Reliable and progressive IT systems

  • Cutting-edge cloud technology maintains high levels of availability. Our Evolve system is consistently achieving 99.95% availability year on year
  • Maintaining high levels of security compliance
  • Partnered with globally recognised cyber security vendors to provide bi-annually penetration testing
  • Major security programme working on GDPR and ISO27001 compliance

Constant innovation

  • Service plan sales direct to consumers via your own website. Consumers “self-serve” at their convenience
  • Tailored outbound sales campaigns driven by a specialist EMaC team, boosting your consumer retention
  • EMaC will soon be launching an interest-free payment plan to enable consumers to spread the cost of unexpected repair work and/or accessory purchases. This will further boost aftersales revenue and consumer satisfaction

Depth and quality of support – at all levels

  • Dealer & OEM relationship support
  • Dealer & OEM product consultation and implementation
  • Dealer & OEM campaign management
  • Dealer staff training
  • Real time dashboard-style reporting
  • Dedicated fund reconciliation and finance / accountancy support

What our clients say

The process works like clockwork, with everything handled through the Evolve system. Quoting and selling is simple and quick and the system gives us flexibility to handle many other functions ourselves; taking payments, balance transfers and cancellations for example. The EMaC team support us in every area and our relationship with their dealer support team is excellent. Service plans are a key customer retention tool here at RRG and working with EMaC ensures we maximise our performance in this vital area.

— Steve Walsh, aftersales director, RRG Group

When we looked into service plan providers we had three key objectives to achieve:
- Easy to use system
- Minimal administration resource required from ourselves
- Excellent customer service

EMaC ticked all of the boxes and has exceeded our expectations ever since. Their understanding of the importance of customer retention to Motorline is very apparent and I have a great relationship with our dedicated account manager. They handle all of our customer enquiries with exceptional professionalism and if we ever do need their support we know they are only ever a phone call away.

— Thomas Obee, managing director, Motorline

I am writing to express my gratitude for the first class help and assistance from one of your employees, Lucy Bradshaw, she has provided myself and my colleagues with such a courteous and professional service over the last few months. Such a commitment to great customer service is to be commended. I have always been pleased with the service I receive from your company, however Lucy’s professionalism and ability to get to the bottom of any situation quickly exceeded my expectations. The diligence and dedication demonstrated by your team are very much appreciated.

— D Cliffe, Lookers Motor Group

In the short time we’ve been with EMaC our service plan sales have increased year on year by 73%. Many thanks.

— Cathy Smith, Pentagon Group

To find out more, get in touch.

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