Robb Young, eastern sales director for UpdatePromise, joins us at our 2025 NADA Show booth to share how his company transforms customer service in the automotive service space. With a unique focus on communication and the customer journey, UpdatePromise bridges the gap between dealerships and their customers through real-time updates.
Key Takeaways
- Young emphasizes that excellent customer service begins with strong communication. UpdatePromise helps dealerships fill a critical gap in customer communication by ensuring that customers are consistently updated about their vehicle’s service status. From the moment a customer drops off their car, their interaction with the dealership should be clear, transparent, and timely. With UpdatePromise’s service, dealerships can ensure customers receive real-time updates, reducing frustration and building trust. This leads to better retention and customer satisfaction, ultimately driving business growth. The partnership with dealerships extends beyond just selling software—UpdatePromise positions itself as a true partner by aligning its compensation model to the success of the dealership, ensuring a collaborative approach to customer experience.
- A standout feature of UpdatePromise’s service is its integration of AI with human support. Young shares how the software’s AI-driven Harmony system helps manage communication with customers, providing a seamless experience even during times of high volume or staff shortages. For instance, if a service advisor is overwhelmed with calls, the AI steps in to ensure customers are still attended to promptly. This system not only supports the customer service team but also frees up human agents to focus on more complex tasks like follow-up calls or upselling, thus maximizing the dealership’s efficiency.
- He emphasizes that being a family-owned business gives UpdatePromise an edge in being agile and responsive to the evolving needs of dealerships. The company’s commitment to continuous improvement means they are quick to adapt their solutions based on feedback from their partners. For example, when a dealership requested a tweak to their multi-point inspection format, UpdatePromise responded within 24 hours. This level of flexibility is what sets them apart in an industry where many software providers fail to offer personalized support after the sale. By listening to the specific needs of each dealership, UpdatePromise ensures its solutions evolve in line with real-world challenges, making it a trusted partner in enhancing both customer service and operational efficiency.
Catch all of CBT News’ coverage of the 2025 NADA Show here.
