Matt Coates addresses the communication disconnect

A beakdown in communication between departments can bear the greatest impact on CSI. Matt Coates and Tom Zeffiro discuss how Insignia helped to improve CSI and first time service conversions.

Download a PDF version of this story.

"All of the communication is via e-mail which is professional and recorded...It's actually really, really improved. I highly recommend it [Insignia] because it teached the salesman, service manager and parts manager that everybody has a key role."

Mr. Coates knows that  successfully communicating order status between his departments and with the customer is crucial to achieving flawless CSI and maximize retention.

"The whole point behind it was to get the customer to touch every aspect of the dealership and not even know they are doing it. They get introduced to sales, service and parts."

Matt Coates and Tom Zeffiro, Ben Mynatt Family of Dealerships