Customer Service Excellence.pdf

Diana Ricketts, V-P of strategic partners at LGM Financial Services, emphasized the need for dealerships and auto companies to leverage customer service as a competitive differentiator. The digitization of sales processes has led to new expectations around speed, transparency, and efficiency. LGM's OEM Forum discussed customer service trends, with presentations from Ricketts, J.D. Ney from J.D. Power, and customer service expert Micah Solomon.

LGM has invested in a new "customer-centric claims model" and virtual call centers to improve customer service. The company has also launched a new system called Hub, replacing the Dealer Resource Centre, to provide a more intuitive and configurable platform for dealers. Hub features a multiproduct quick quote feature, allowing dealers to quickly get quotes for consumers on aftermarket products.

The new system was developed internally over two years, with a significant investment, to provide a purpose-built system with new architecture and technology. LGM's goal is to further demonstrate its commitment to technology and provide better tools and value to its OEMs and dealers. Initial feedback from dealers has been positive, with many praising the user experience as "fantastic.