Bike retailer utilizes mobile technology and surveys to gain and retain customers.
A 9 door retailer, BikeSource has been in the Denver market since 2001 and has 3 conveniently located Front Range locations, in addition to locations in Ohio and North Carolina. They are the largest Specialized Dealer in the Rocky Mountain region and carry a wide range of bicycles for every type of rider. Their service departments work on all brands and types of bikes and are staffed by professionally trained and courteous technicians with a commitment to making your bike the best it can be.
Bikesource regularly puts on events for local riders, including rides, clinics and classes, but the collection of participants’ data was spotty. BikeSource strived for an easier and more consistent method of capturing contact information at various industry events in order to reach out to these in-market prospects.
Finally, BikeSource expressed a concern of lack of visibility into the customer experience in both purchase and service scenarios.
The Ascent360 Solution.
In order to more efficiently capture contact information on the fly, Ascent360 created and integrated a custom signup form for use on iPad devices to be used by BikeSource employees both in store or at industry events. Given that Wi-Fi connectivity is often weak or unavailable in these instances, the application is able to store data with no connectivity, and then upload the data into the customer CRM once connectivity is available. Once loaded, Ascent360 is able to trigger emails to the registrant and begin the marketing communication stream.
Additionally, in order to provide insight into their customer’s purchase and service experiences at BikeSource, Ascent360 executed custom post-purchase and post-service customer surveys, which are delivered to customers via email one day after a purchase or service appointment, asking them to review their experience. The satisfaction ratings and comments are viewed via a custom report dashboard built specifically for the surveys. From there, BikeSource managers and customer service teams are able to easily view employee service ratings, customer comments and even directly contact customers who had a bad experience via email with the click of a button.