How video plays a starring role for Toomey Motor Group

By Oliver Parsons, global director of customer success, CitNOW

Personalised digital communications have been a fundamental part of Toomey Motor Group’s customer journey since 2015, when it first introduced CitNOW Sales and Workshop into its retail network.

Today, staff at 16 franchised sites in the south east benefit from CitNOW’s latest personalised video technology and high-quality. AI-driven visual assets to help them build trust with customers and add value to the sales and aftersales experience.

CitNOW Group solutions implemented by Toomey across its dealer network have helped streamline numerous sales and aftersales processes, as well as increasing efficiency within dealerships while making the customer experience more seamless. Toomey has also enhanced its ability to communicate more effectively at every customer touchpoint, including vehicle handovers and service updates.

Since embracing a video-focused communication strategy, Toomey has seen improved engagement levels, increased customer satisfaction and higher conversion rates.

Video request

In Q1 2024 it introduced a process requesting videos for all new digital enquiries that arrived via its website. This introduction resulted in the group generating an extra 400 appointments, leading to 180 more conversions compared with the same period in 2023. Feedback from customers shows they now feel more informed throughout the sales process and have a better understanding of pricing details and service recommendations in the aftersales process.

On-site training sessions are offered to all relevant Toomey retail and workshop staff by the CitNOW Group Academy team, ensuring they have the knowledge and insight to get the most from the solutions.

Bridging the gap

“We’ve worked with CitNOW Group to bridge the communication gap between our staff and customers and find new ways to improve efficiency,” said Julian Ingrosso, group digital manager at Toomey Motor Group.

“From day one, our customers have appreciated the personalised and transparent communication that CitNOW Group products provide,” adds Julian. “We’ve been able to strengthen relationships and develop trust and confidence in our business, aiding customer loyalty and retention.

“CitNOW Group training programmes and ongoing support ensure easy integration into our dealership operations, making them a trusted partner as we push for further growth in a digital age.”

CitNOW Sales and Workshop have enabled Toomey to make meaningful connections with a broader customer base. As the automotive retail sector continues to evolve, CitNOW Group’s suite of products will play an ever-increasing role in enhancing Toomey’s dealership processes, helping it adapt to the changing needs of sales and aftersales customers.