Communications management
All-in-one communication platform
Traction is, above all, a communication tool. No matter the type of interaction between your customer and a dealership employee—and no matter the channel used—Traction is there to facilitate, record, and centralize each of these communications to build a better customer experience and drive sales.
Communications management tools
Communication hub
Gone are the days when communications with your customers were scattered across different employees' email, text, or voicemail inboxes.
Traction's communications hub centralizes everything in one place.
Each exchange, regardless of the channel used or the employee involved, is automatically associated with the Client profile.
All communications are recorded and accessible via a user-friendly drop-down menu, giving you a clear and structured overview of customer history.
Call Manager
Traction's fully integrated call system allows you to record every incoming and outgoing call. All conversations are recorded in the Client profile and archived indefinitely. You can assign roles per user to grant rights to phone tapping. In addition, we offer private calls, so only one person can listen to their own calls. Be able to see the employee's availability: are they on the phone, available, in a meeting, on leave, or unavailable? This avoids unnecessary transfers of customer calls.
Call Supervisor
A large part of your interactions with customers is done over the phone.
Is your sales team compelling? Are your advisors offering additional services? Are your parts clerks maximizing accessory sales? And more broadly, are your employees living up to your brand?
These are legitimate questions—and Traction's Call Supervisor was specifically designed to answer them. Use this system to provide the best coaching for your teams.
Supervisor Features :
In a user-friendly interface, you can:
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Track complete incoming and outgoing call history
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Listen to audio recordings with one click
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Rate call quality
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Leave comments to support continuing education
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Quickly access the Client profile associated with each call
Manage your calls even on your mobile
With its mobile app, Traction lets you manage your calls, call notes, statistics, and text messages from your cell phone.
Call notes
No more voicemails and post-its
Traction's Call Notes module is the optimal solution for ensuring effective follow-up of missed calls.
Whether it's a note from the receptionist or a voicemail, each user is automatically notified so they can quickly update their information. In addition to listening to or reading the message directly, you have instant access to the Client profile—ideal for preparing before calling back.
As a manager, you now have the ultimate tool to ensure your employees return calls on time. Increase your callback rate by 50% and significantly improve customer satisfaction.
Call statistics
Analyze response times and optimize call management. Compile response time statistics to develop effective call management strategies. This performance and profitability tool is essential in an environment where the telephone remains a key channel.
Select a time range to view all relevant statistics. Manage your employees' schedules, including breaks, directly in this module. Easily view the number of missed calls, those redirected to reception, and much more.
Email analysis and attribution
With Traction, email scanning is achievable not just on first contact but throughout the process.
Each action, new e-mail, e-mail received or e-mail sent, is recorded in the Client profile. Each unanswered email is displayed and identified by an icon in all workflow tables.
No loss of customer or prospect contact if you ever experience staff movement or during your employees' holidays or vacations.
Contacts with customers are linear and permanent. Since the information is archived in full and transferable from one user to another, Traction ensures smooth and consistent follow-up with customers.