Cooper Solutions continues to invest in new talent with the appointments of Shannon Parker and Laura Sargent

Shannon has joined the business as an Account Executive and will be drawing upon her experience in account management and recruitment to help retailers maximise the potential of the Cooper systems installed in their dealerships.

Laura has joined Cooper Solutions as an Internal Account Executive. Her strong background in customer service makes her a great asset to the already well-regarded support team, and she will play a key role in customer care and retention.

Barry Cooper, Managing Director of Cooper Solutions, said: “With our continued commitment to excellent customer service, and ensuring that retailers use our products effectively to maximise their profits, both Shannon and Laura are excellent additions to an already strong team.”

Celebrating ISO double certification

Cooper Solutions is delighted to have been awarded ISO 9001 and 27001, internationally recognised standards that ensure their products and services meet the needs of customers through effective security and quality controls.
As providers of quality web-based solutions for the automotive industry, and with the launch of its innovative new system FullCycle, it has been vital for the business to comply with the ISO standards to demonstrate its dedication to meeting and exceeding the needs of its customers.
Barry Cooper, Cooper Solutions’ Managing Director, said: “Achieving ISO 9001 and 27001 certification is fantastic news, and means our customers have complete assurance that our products operate to the highest quality standard.”
“I’m very proud of the team, this achievement proves their commitment and that of the company’s to ensuring we provide quality products and the best possible service to our customers. We are dedicated to continued improvement and development, achieving this certification ensures we have the correct processes and systems in place for this.”

Pictured: Sacha Mathers and Ashley Whitfield

Shared responsibility is crucial to ensure service customers benefit from positive sales engagement

The more positive interactions a dealership has with its service customers, the likelier they are to buy from that dealership when the time comes.

The important thing is to already have an established relationship with your customers. It’s not enough to sell them a car and then contact them a few years later asking whether they want to buy a new car.

Dealerships need to be proactive in communication and create a great customer experience from the very beginning. Service customers most often receive aftersales attention on their service requirements. If the service didn’t go well, sales will lose out without even having the opportunity to overcome the customer’s negative experience or perception.

Shared responsibility is crucial to ensure service customers benefit from positive sales engagement.

Don’t wait to communicate!

Vehicle sales accelerate for Bowker BMW with FullCycle

Cooper Solutions’ innovation enables Bowker BMW to maximise service customer opportunities

Blackburn’s leading BMW and MINI Group, Bowker, has extended its longstanding relationship with Cooper Solutions, choosing FullCycle to identify future vehicle sales opportunities. Recently launched, FullCycle is a revolutionary customer data solution that provides invaluable ownership insights. These are enabling all Bowker dealerships to nurture sales opportunities that are passing-through its busy service department, helping to increase short term vehicles sales and build strong relationships with longer-term prospects.

While most dealers have access to the different levels of information needed to build relationships with service customers, that data is rarely available in a form that ensures this is comprehensively and consistently undertaken. FullCycle incorporates dealer data with Experian data, to identify customers that are in a prime position to change their vehicle.

Richard Cowell, General Sales Manager, Bowker BMW Blackburn explains; “Like all major franchised dealers we have an incredibly busy service department, with as many as 70 cars booked in for a service every day. Before FullCycle, our workshop facility could inform our sales team who these customers were but couldn’t offer any other information about them.

“Now with FullCycle we know how long they’ve had their car, if they bought it from us and when their finance agreement is due to end. FullCycle puts this information at our fingertips, so our sales team can easily plan ahead and adapt how it communicates with each service customer prior to them arriving at the dealership. By creating a knowledgeable and personal approach, service customers who may have previously been overlooked, are now highly valued sales opportunities that we can build long term relationships with.”

Identifying ‘Service Not Sold’ customers – those that use the dealership to service their vehicle but didn’t actually buy a car from it – has been a key benefit for Bowker BMW. Richard Cowell continues; “If we know a service customer is driving a used BMW X5 and we have a new or newly new BMW X5 in the showroom, we can offer them a test drive. By having greater visibility of our customer’s motoring preferences, the better customer experience we can deliver. Whilst the concept isn’t rocket science, we simply don’t have the time and resources – or the innovation – to bring together the level of information that FullCycle delivers.”

As one of the first users of FullCycle, Bowker BMW and Cooper Solutions have worked closely together to fine tune its functionality, with user feedback a key driver in system updates that continue to come regularly from Cooper Solutions. Barry Cooper, Managing Director of Cooper Solutions concludes; “We set out to bring to market a solution that helps dealers boost sales revenue and our partnership with Bowker BMW played a vital role in making this happen.

“It’s extremely satisfying to learn that not only is Bowker BMW selling more vehicles, it is also delivering a great customer experience, no matter what stage of the buying cycle that customer is at. FullCycle’s ability to deliver customer ownership insights, on an individual basis, has achieved this.”


Cooper Solutions invests in talent to drive success of FullCycle

Two new appointments expand the FullCycle development and sales teams

Cooper Solutions continues to invest in the success of FullCycle, its recently launched customer data and acquisition solution, with the appointment of Paul Smith as Senior Account Manager and Bipin Shakya as Senior Software Developer. Both appointments will support the rapid take-up of FullCycle by retailers across the UK.

Paul Smith brings over 20 years’ retail experience, most recently as part of the New Car Management team at North Oxford BMW. Paul has extensive first-hand experience of Cooper Solutions products and their benefits, gained from representing Volkswagen, Audi, Ferrari, Maserati and BMW throughout his career.

Joining alongside Paul is Bipin Shakya who has 12 years’ experience as a software developer, working in the consumer industry for businesses including Casio Electronics and Next Retail. His analytical expertise allows Bipin to confidently lead the implementation of different software development projects, which is ideally suited for the future growth of FullCycle.

FullCycle recognises the various stages in the ownership cycle for all customers, enabling dealers to identify future sales opportunities passing through their service departments which would ordinarily be missed. Both Bipin and Paul will be harnessing intelligent data analytics to help sales and servicing departments work cohesively to secure these sales and crucially, strengthen customer relationships.

Barry Cooper, Managing Director of Cooper Solutions, comments; “The development of FullCycle has become a central part of the way we are helping dealers maximise their profits, by nurturing sales opportunities and building long-term customer relationships. Paul and Bipin’s appointments form part of our ongoing strategy to focus on the future of FullCycle.

“We continue to invest in the quality of talent behind our services. Bipin will play a key role in the development of FullCycle, ensuring we continue to deliver the best digital solutions for retailers. Meanwhile, Paul will be instrumental in ensuring our customers understand the benefits FullCycle can bring, its implementation within retail networks and building on retailer ability to reap greater profits and secure better customer retention.”