Suggestions for Driving Adoption
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Ryan Frye
Adoption can be a complex task at times. We have seen both sides of the coin, some people love the self-service ability to look up parts and owner information on their own without having to call in their order. On the other hand some people love the connection of working with a person on the phone or over email in order to ensure they’re getting the part they need. Whether you end users fall into the first or second category, what are some actions you have taken to drive adoption of Documoto with your customer base? Are there things you have tried that worked better than others? If so, please explain.
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Parts Department
What we did was make sure all our CSRs had a full working knowledge of Documoto before our launch date so when dealers called in looking for help, they were able to help. I believe our CSR team used Documoto for about 2 months prior to our launch. This built confidence in our CSRs and it carried over to the dealers using it. The other thing we did was when dealers would contact our CSRs about errors in Documoto, we made sure to correct the error ASAP. Usually, that was in a couple of hours, no later than the next day. The CSRs would then make contact with the dealer again to let them know/show them we had corrected the error. Not only having the ability to make changes quickly, but making sure dealers knew the changes were completed, made a world of difference in their trust of Documoto and thus their adoption of it.