What your partner portal should be doing for you.
1. Improve Order Accuracy
2. Reduce customer support workload
3. Better service partner needs
4. Provide statistics on partner interests
Today we will focus on what kind of statistics you should be getting from your dealer portal. Of course Nauvou provides this information.
Do you feel like you are in the dark about your dealer interests? Are you running your business by the seat of your pants and want to advance to the next level? Do you want some real numbers that show what your dealers really want? Are you up late, going over conversations trying to glean the interests that your dealers have expressed and then adding all of your dealer insight up in your head? How many of product X should we set up to make? Which models have the most interest?
With Nauvou partner portal, you can get answers to these questions and more.
Another example of how statistics on partner interests might be valuable would be in the Frequently Asked Questions. Suppose you allow your dealers to communicate over the web with customer support. Partners ask questions using a web form. When your support representative answers the question, they have an opportunity to add that question and answer to your frequently asked question pool available to partners on the web. By regularly reviewing which of the FAQ’s are displayed, you would learn about product failings, or perhaps get idea’s about new products or new features, or what you should add to next years model. Just allowing dealers to email or call would never expose the opportunity (with hard numbers to back it up) to bring in more revenue.
If you look at this dealer portal screen, it would be very helpful to know exactly how many times each of the links in the right margin were visited. You can see that your headings might make a real difference in which of your links that partners visit. The Service Bulletin 1 and 2 links are particularly UN-helpful. Regardless your product, if you have a link about apple Iphone’s your dealers will know that you support the Iphone. When they have a need, they will visit. When they visit, you know that they have a need, and that bumps Iphone support up a notch on your priority list.
Here is a small example showing dealer response to an example web portal.
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Hard Facts!
Wonderful stuff. You can see what your dealers actually read.
This chart shows some interesting facts.
Product A has the most initial interest.
Product B has deeper interest, both configuration guide and target audience topics had a higher percentage of reads.
Product C is simply not as strong and either product A or product B.
Perhaps more conclusions can be drawn from the average time on page?
Is this information the sort of thing that might make your job easier?
Please sign up to get started creating your own dealer site with Nauvou Partner Portal.
I like to spend time outdoors, either boating or riding my bicycle. Since 2000, I've worked with manufacturers, creating systems to save time. You can reach me at ejones@nauvou.com or ejones@connect4business.com.