Picture this. Customer comes back three months after buying a car. Clutch issue, needs replacement. Dealer’s outsourced warranties to one of the big providers. Customer calls the number on the paperwork, gets transferred twice, ends up speaking to someone who asks for a claims reference number they don’t have. Twenty minutes later, they’re told they need to book the car in for “assessment” before anything can be authorised.
Customer comes back to the dealer, frustrated. “I bought the car from you. Why am I dealing with these people?”
Good question.
When you outsource warranty handling, you hand over one of the most critical moments in the customer relationship. When something goes wrong. To people who have no stake in whether that customer comes back or recommends you to someone else.
Your team knows the customer. They sold them the car. They understand what’s reasonable and what isn’t. They care about keeping people happy because reputation matters, and they’ll see these people again.
A call centre handler in a different city doesn’t have any of that context. They’ve got a script, a claims limit, and a target for how many calls to process per hour. They’re not being unreasonable. They’re just doing a completely different job to the one you’d do.
You care more about your customers than any third-party handler ever will. So why hand over the customer experience at the exact moment it matters most?
Keep control of your customer relationships. Sign up to any Lawgistics package to get a free warranty management account: www.lawgistics.co.uk/membership/
Already a member? Call our client care team on 01480 455500 (press 3) or email [email protected] to activate your account.
Want Driver Options without membership? Visit www.driveroptions.co.uk
One of the largest independent specialist motor trade brokers in the UK. Our extensive history of supplying insurance to the motor trade means we understand your business needs. By partnering with a specialist insurance broker like us, you get exactly what you need to protect your business.
