Still the Best

I have been with eServiceIntelligenceCRM since there were doing CRM for Mitchell years and years ago. eServiceIntelligenceCRM has continuously outpaced the competition and keeps making their product better every year. I tried out Mitchell's new CRM for several months a few years ago (as soon as I switched my customers started complaining that they weren't getting their service reminders anymore or that they were inaccurate) and I came right back to eServiceIntelligenceCRM because it is the better product. I have looked at DemandForce and multiple others and they just can't do what eServiceIntelligenceCRM does. If you want the best, go with eServiceIntelligenceCRM.

Pros

Accuracy, controlling the targeted marketing campaigns

Cons

Does not have customer portal where customers can log in and see their service history, need more graphic options for campaigns, wish it would print the reports for customers as soon as I start a repair order

Fantastic service

Pros

This service is NOT a bill to pay every month. SI is a direct investment into my business though the many campaigns I can run to put dollars in my pocket. SI lets me pinpoint the customers specifically in need of the service I'm promoting. This stops the waste in little advertizing budgets. I can get more from every campaign instead of using costly shotgun style blanket campaigns.

Cons

There is not much I can say to the negative side. The only thing that comes to mind was the way I use my own management system did not match up to the way Service Intelligence curated the information. This severely limited the features I was able to use in SI. However after some time spent with the service staff they were able to re-code their program to fit my needs perfectly

Awesome program that supercharges my SMS

Having an accurate system for scheduling future appointments was major for me and it works fantastic!. I'm starting to use email communications for marketing of which the support staff are sooo helpful with! The sales, support, technical staff are all awesome! Very organized & prompt with handling questions or any problem!

Pros

Its ability to track and accurately predict future service dates with complete customization control of all service fields so we can set our own intervals for our customers! Positive response from our customers on the easy to comprehend information format. Information on customers, vehicles and service history is faster and easier to access than from my SMS. Phone text messaging capability to customers, etc, etc!

Cons

That they didn't create it or I didn't find out about it sooner, haha! My use so far since starting over a year ago has had access limited to only my shop computer(s) but that is going to change very soon!

Great Product

Overall wonderful. This software cuts customer follow up time in half. Customers leave knowing we will be in touch and the status of their vehicle.

Pros

Very user friendly and visually appealing

Cons

It has a few glitches- sometimes the automation can be unreliable so you do have to follow up and make certain things are happening the way you want them to. This is easily overlooked as the technical support team is very responsive and often delivers same day fixes.

Great customer service team

Pros

the automation of the program, the available customization and the customer service parts of the program are excellent

Cons

not enough automatic feedback from the service Intelligence dashboard, it shouldn't be difficult for SI to send emails showing updates

Great product. Responsive support team.

Increased sales by being able to clearly show customers needed maintenance AND what's not due. Increased trust by reassuring them we really aren't trying to sell unneeded service. Helps us develop maintenance programs for our customers.

Pros

Doesn't just say a customer is past due for a service using a rigid pre-set list. Actually uses the vehicle's history for specific maintenance items and intervals we set to show customers what they need AND how long until what's not needed on current visit. The printed form is a great tool for interviewing customers about maintenance history as well as educating them on service needs and intervals. I've looked at quite a few automotive CRM systems and SI is the unique standout.

Cons

Pricing structure is done as module add-ons. Seems pricy to me. Just offer a basic level and a pro level and be done.

David Hernandez President of Los Gatos Auto Service inc

Service was very friendly and works with you. Multiple training systems. There on hands training was enough to get you started. Quick return phone calls when we didn't understand parts of software. After installation we were running the software the same day.

Pros

Looking for sales tools for my automotive shop. Found SI and loving missed sales opportunities.
Works with multiple platforms. Easy to use software. Positive Customer response of product.
Easy sales increase with repair orders.

Cons

That I didn't know sooner.

Horrable Company

Pros

Its a customer retention program that has mileage tracking and seems to be very indepth on that asspect.

Cons

The owner made us promises he could not keep and talk us into getting the program before they were able to link with our invoicing software. Our 30 Day Trial Ended up with not even an explanation. if you try to cancel they will talk and talk and talk until you decide its easier to just hang up and deal with it. as for the program, not sure it is all that great as we where unable to utilize its full features. I would just stay away.

Excellent sales tool

I have used Service Intelligence for years now. It has been my experience that the customers love to see there entire history in an to read format that shows them where they stand with the maintenance of their car. This knowledge helps them to feel like an active participant in their own vehicle's servicing without having to feel dependent on their service adviser's sole opinion. I have found this helps drives sales. The customer have even come to me asking for different services without us even making a call. The secondary benefit to me is the technicians save time checking over a car if they can see certain thing have been done recently. They don't waste time checking those items.

Fantastic

System helps a busy shop like ours be on top of marketing internally to our customers, as well as helping with Point of Sale when car is in the shop. Very pleased with product.

software is very good

customer service has been excellent getting our management system integrated

System works as it should. Very good for service advisors

Software integrates with our system very well. Keeps accurate information about each customers vehicles. Increases customer satisfaction and also it increases their confidence in us. Also very good for the service advisors to facilitate maintenance sales