The Plan-IT x CARMEN Automotive BDC Connection as an Extension for Dealerships

At Plan-IT, we are proud of our intensive collaboration with CARMEN Automotive BDC, which has led to the development of connection 2.0. This innovative solution is currently being rolled out at a large number of PON dealers and offers benefits for the entire aftersales market. “It’s a solution that everyone can benefit from,” says Koen van de Laar, co-owner of CARMEN Automotive BDC.

Automatic Filtering of Call Lists

Our new connection goes beyond simply supporting service advisors in scheduling workshop appointments. “We are extending each other’s reach,” explains Leon Wonnink, Sales Manager at Plan-IT. Previously, dealers had to call customers based on manually provided call lists. With the renewed connection, these lists can now be automatically filtered before customers are approached. This ensures an automated cleanup of customer selections, preventing repetitive work and increasing efficiency. For example, if an MOT appointment is already scheduled, it will be filtered out of the call list. This prevents unnecessary call actions and increases customer satisfaction.

Real-Time Insight into Customer Data and Workshop History

One of the biggest advantages of the connection is the reduction of necessary applications for dealerships. Thanks to the new functionality, a Customer Contact Center employee from CARMEN can directly access the customer’s contact details and linked workshop history. “The data no longer needs to be requested during the conversation with the customer,” adds Koen. The collaboration is based on a pre-agreed data processing agreement between CARMEN and the dealership, ensuring GDPR compliance.

Efficiency from Reservation to Work Order

With the renewed connection, dealerships no longer have to worry about manually updating call lists. “We have already been able to filter more than 1500 workshop appointments for the connected dealers,” says Koen. When a dealer is facing lower occupancy, the customer is still quickly assisted by a CARMEN employee, who can also schedule a workshop appointment directly. This information is relayed back to Plan-IT, ensuring that workshop occupancy is always up-to-date in real-time. This eliminates the dealership's dependency and makes work processes more efficient and effective.

Benefits for the Aftersales Market

The connection offers significant advantages for dealerships. By automatically filtering call lists, the chance of errors is reduced, and more time is freed up for other important tasks. Additionally, the Customer Contact Center employee saves time and costs, as repetitive work is no longer necessary. Customers are assisted more quickly in making workshop appointments, increasing their satisfaction. “The connection acts as an extension for dealerships in the area of workshop planning. Many PON dealers are already using this solution, and we invite all dealerships to experience the benefits,” concludes Koen.

Plan-IT continues to strive for improving the aftersales experience and optimizing processes for dealerships. Discover how our software can empower your organization!