Dealership Success Story: Family RV Group

Who is Family RV Group?

Family RV Group began in Cincinnati as a single family-owned dealership in 1968. Since then, the family has grown to twelve locations across five different states. With recognitions as a Deloitte Cincinnati Top 100 Company and RV Business Magazine's Top 5 Blue Ribbon Dealer, Family RV Group continues to "treat both emplyees and customers like family."

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Challenges

Family RV Group had a few key challenges:

• Too many calls into the service department using up employee time
• Frustrated customers on the phones from waiting too long on hold
• No review generation plan in place
• Needed the website to generate more inbound leads

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Solutions

Kenect solutions to solve each challenge:

• Enable Kenect business texting to eliminate the large portion of phone calls in Service
• Use pictures and video chat to give customers service updates
• Use review requests texts after each sale
• Install 'Text Us' widget on website

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Results

"The Operations Manager shows our Kenect report to the GM at each location every month and basically says the more you use Kenect, the more sales you're gonna get."

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Averaging 500+ website leads per month

• 6,500+ website leads in under 12 months
• "In the peak season we have over 1,000 inbound leads per month. These are all incremental leads that we wouldn't have gotten without Kenect."

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Service department runs on text message

• "With Kenect, customers can directly text the service rep they worked with for a quick response."

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Video chat with customers

• "We start a video chat or send a picture to customers to show the status of their RV."

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Consistently generating online reviews

• "Kenect made generating reviews easy from both the associate side and the consumer side."

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