Many companies prefer to use online systems or SaaS (Software as a service) because of increasing pressures on their employee’s time combined with an upsurge in remote working. Scalable opportunities are very much a business requirement, however, something that is scalable isn’t always going to give you the personal service that is required to run an effective business.
People will always need to have support or advice for the software they use, there will always be someone who uses it in an unexpected manner. If you just provide a piece of software without helping clients use it effectively there will be mistakes, misunderstanding and potential damage to your brand. Your customer will experience frustration, and your reputation will suffer as a result. The potential for human error will inevitably require an element of human support. Something that Autofinity puts a great deal of thought into, is what the client wants to achieve, combined with what their process is.
In providing our service we make sure there is as little interference to a client’s process as possible, and as little interruption to their normal workflow. Managing the software with the right amount of personal service is a balancing act, but it’s something we manage very well.
We currently provide vehicle locators, back office systems, remarketing software and support for a large manufacturer, facilitating hundreds of millions of pounds worth of vehicle sales. Our systems make their business operations scalable so that they can process a high volume of vehicles internally with an efficiently sized team. To make this possible, we not only have to make the software simple to use, but we also provide an excellent level of personal service.
Image Quality Control is a good example of one of our services that marries software and personal service. We check all images of approved used vehicles supplied by retailers against standards and approve them before they can appear on a Vehicle Locator. It is our job to make sure that these standards are adhered to which, currently, is a very manual process. We also help the retailers make any changes needed to ensure the images conform so they can get as many of their vehicles onto the system for sale as possible.
To allow them to do this, we need to be able to interpret the image standards in a way that isn’t obstructive while still upholding the brand reputation and enforcing the guidelines.
We try to strike this balance with all our products. For example, Autofinity Finder, our vehicle replacement locator – can be used as a software tool with no additional support. But we’ve found that our insurance clients value that extra help, especially when it means helping them to retain a customer’s business.
We take the headache and much of the hard work away from the client, saving them a huge amount of time. It’s all brand perception. The extra support we put into our service protects and enhances the client’s brand and within the sphere of what we do, makes sure that there is nothing that can be perceived negatively about them, whether that is data, photography, user experience or customer service.
Ultimately, it is the software that we deliver to the client but there are a lot of manual processes behind it to ensure a smooth customer journey. Very few of our competitors offer the same level of scalability vs personal service.