Auto Service World
News   October 17, 2002   by Auto Service World

U.S. News: NAPA Rolls Out Web-Based Customer Relationship Management for Service Outlets

NAPA Auto Parts and OnStation Corporation, today announced the rollout of NAPA WebConnect CRM to NAPA’s network of more than 11,000 NAPA AutoCare Centers in the United States.
NAPA WebConnect CRM is OnStation’s suite of customer relationship-building tools designed to help automotive service providers increase customer satisfaction and promote repeat business through online services and targeted email communications. WebConnect CRM increases convenience for customers and provides NAPA AutoCare Centers with tools to improve customer relationships and increase revenues.
Using WebConnect CRM, visitors to NAPA AutoCare Center web sites, via, can schedule service appointments online and receive timely reminders for scheduled services via email, based on vehicle service and mileage records.
NAPA AutoCare Centers can create targeted promotions and email them directly to customers. Centers can then track customer satisfaction by using WebConnect CRM to send surveys to customers and receive feedback in real time.
“NAPA WebConnect CRM from OnStation is a mutually beneficial solution that gives customers the level of service they demand and NAPA AutoCare Centers the tools they need to increase customer satisfaction and repeat business,” said Steve Handschuh, president of NAPA. “With the nationwide rollout of WebConnect and our new parts procurement system NAPA ProLink, we’re providing best in class services and systems for both our service partners and customers.”
The rollout of WebConnect CRM represents the latest advancement in NAPA’s online strategy. Working with OnStation Corporation last year, NAPA successfully web-enabled the more than 11,000 NAPA AutoCare Centers by providing detailed web sites for each facility. Over a six-month period starting in early 2002, WebConnect CRM has been tested extensively at several NAPA AutoCare Centers across the U.S. The centers participating in the trial experienced substantial increases in revenue and customer satisfaction. Now NAPA is extending these benefits to its nationwide service network. “WebConnect CRM is one of the biggest breakthroughs we’ve ever seen in this business,” said Jim Piraino, owner of Camarillo Car Care Center in Camarillo, Calif.
“WebConnect CRM has really helped smooth out the peaks and valleys in our service schedule. If things get slow, it takes five minutes to pull together a promotion and email it to all our customers. The customers love the idea that they can make their own service appointments online, after hours, without ever getting a busy signal. My repeat business has increased significantly since we signed up for the WebConnect CRM program.”
Independently owned and operated, NAPA AutoCare Centers offer a wide range of vehicle maintenance and repair services. To qualify for membership, they are required to adhere to a strict code of ethics, employ ASE-certified technicians, and offer a nationwide “Peace of Mind” warranty.
“With the nationwide launch of WebConnect CRM, NAPA is bringing invaluable competitive differentiation to its network of service providers and solidifying its position as the leader in vehicle care,” said OnStation president and CEO Phillip F. Whalen, Jr. “We’ve tailored WebConnect CRM based on extensive customer feedback to ensure that there’s no other solution like it in the automotive industry.” NAPA AutoCare Centers can begin using WebConnect CRM immediately, without downloading or installing any software.

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