Customer Journey

Start with the customer already on the site and decide the next useful step.

• Confirm the vehicle of interest
• Note the trade if one was started
• Check whether they are signed in

Keep the message short. One next step is easier to follow than a full recap.

Walk the journey from payment to protection products without skipping the customer's choices.

• Review the selected payment
• Confirm protection products
• Save the deal before leaving

Keep the message short. One next step is easier to follow than a full recap.

Turn an online deal into an appointment the store can prepare for.

• Offer available times
• Send the confirmation
• Add the deal number to the profile notes

Keep the message short. One next step is easier to follow than a full recap.

The store team picks up the same deal instead of starting over.

• Open the deal from the link
• Review what the customer already completed
• Continue desking from the saved structure

Keep the message short. One next step is easier to follow than a full recap.