Engage with people like never before
Customers’ buying behaviors have fundamentally changed. They move between online and offline channels but still expect manufacturers and retailers to access and understand their unique preferences to carry them across channel boundaries.
OEMs need to meet customer expectations and strengthen their communications throughout the customer journey. A centralized customer management system can help manufacturers sell directly to customers. However, it must integrate with dealer processes to capture the details of any dealer-initiated engagement, including customer preferences and other crucial data, to prevent customers from becoming frustrated and taking their business elsewhere.
M:DICE is designed to help you bridge these online and offline channels, creating a seamless experience for the customer. At its core is a digitally enabled sales and service lead management tool designed to centrally manage service booking and case handling.
Invest in individuals
An investment in MSX customer engagement services is an investment in driving customer loyalty.
$10.8 million
Revenue from customer lifecycle management
7.3 million
Customer relationship management events managed annually
4 x
ROI from customer lifecycle management for national sales companies
8 x
ROI from customer lifecycle management for dealers
24.3 million
Consumer interactions annually
Predict and respond to customers’ needs
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M:DICE also contains a next-generation marketing module that identifies prospective customers for smart campaigning and equity mining – seeking customers in the market for a new vehicle.
Combined with our proven business process outsourcing (BPO) capabilities, MSX can offer a unique solution for both customer initiated and brand initiated touchpoints.
85%
of global consumers, when asked, prefer both digital and physical channels.
(Source: CMO Council, Chainstoreage.com)
78%
of customers born between 1946 and 1964 feel frustrated with having to change channels.
(Source: CMO Council, Chainstoreage.com)
13%
of consumers believed that brands are delivering across both physical and digital channels.
(Source: CMO Council, Chainstoreage.com)
88%
of survey respondents no longer rely on traditional sales channels to drive growth.
(Source: Ernst & Young).
Unify your customer-facing operations
M:DICE integrates data from national sales companies with that of dealers to create a single, unique set of information for each customer. With today’s OEMs becoming more and more involved in direct-to-customer sales, this integration is crucial to ensuring a seamless buying experience for customers.
By combining M:DICE tools with the skills and expertise of our teams, we create more efficient contact management systems that work across multiple channels.
M:DICE works seamlessly with your existing systems and MSX’s Cardess technology – a tool that unifies dealer-to-customer communications in one platform.
M:DICE is made up of three modules:
Call and Answer
This is a customer interaction platform for inbound and outbound communications across multiple channels. It provides 360-degree views of customers as well as next-best-offer predictions to support cross-selling. Its features include progressive calling and video call functionality to enable the creation of digital showrooms. Through its seamless integration with Cardess, leads are forwarded to the appropriate salespeople, and test drives and services can be booked at the point of sale.
Act
Act enables next generation, omnichannel marketing automation. It allows OEMs and national sales companies to run integrated marketing campaigns across dealer networks. The tool integrates central data streams, such as connected-car data, and uses it to communicate to individuals and run targeted sales and service campaigns.
Insight
Insight offers business information and insight across all your customer engagement activities. Using this data, you can generate a complete picture of customer needs and behaviors, pinpoint potential problems, make informed decisions and prepare for changes in sales.
Give customers reasons to return
