In-Depth Analysis
New Complaint Management Tool for Dealerships
COLLEYVILLE, TEXAS – April 30, 2024 – Cofounders Shannon Robertson and Tevis Grisso announced the launch of Dealer Resolve, a new complaint management tool developed specifically for dealerships. The cost-effective tool tracks, monitors and reports consumer complaints from start to finish. It’s available for a no-contract, low monthly fee. Dealer Resolve’s robust reporting will help dealers comply with new requirements under the FTC CARS Rule (also referred to as the Vehicle Shopping Rule).
Consumers access the system through a unique QR code or link from the dealership showroom, website or paperwork. They receive an immediate email response to their initial complaint or feedback – and then status reports during and at the end of the resolution process. Social media template responses are provided to direct negative reviews to the complaint tool. Consumers have the option of posting anonymously or by name, as do employees.
The Dealer Resolve dashboard provides real-time complaint status updates and triggers alerts to ensure timely resolution of the problem. It allows the compliance officer, finance director, GM or HR to manage complaints over more than 100 dealership rooftops. The tool’s custom reporting allows reports on specific employee(s), status (open or closed), types of complaints, length of time, rooftop and organization.
A partnership between Robertson and Grisso, Dealer Resolve grew out of the pair’s discovery of the lack of an standalone dealer-specific complaint program. According to Robertson, “Last year we needed a dealer complaint management system for a dealer policy program and couldn’t find a suitable option. When the FTC announced the CARS Rule and its complaint reporting requirement, developing Dealer Resolve was a no-brainer.”
Robertson is the executive director of the Association of Finance & Insurance Professionals (AFIP) and a Lifetime Master Certified Professional in Financial Services. He also serves on the Board of Directors of the Ethical F&I Managers Group. Before joining AFIP in 2016, he gained 15 years of experience in financial services at Fidelity Investments and D&M Leasing.
Grisso, AFIP’s executive vice president and a Lifetime Master Certified Professional in Financial Services, has been with AFIP for seven years. He brought over 20 years of experience in account development to AFIP, having worked with Fortune 500 and small- to medium-sized companies including IBM, Siemens (Unify/Atos) and CSC (DXC technology), among others.
As a professional trainer for AFIP, Grisso conducts AFIP certification boot camps across the U.S. both onsite and virtually with an online platform. “Complaints are not being tracked at most dealerships,” he said. “This tool allows dealers to track and determine where complaints are coming from so they can fix the problem. Plus it’s affordable, and just in time for the CARS Rule.”
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https://www.prweb.com/releases/afipadco-partners-with-privacy4cars-to-help-dealers-address-vehicle-data-privacy-compliance-gaps-302831834.html
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Whether you’re in dealership leadership, compliance, marketing, or F&I, this is a conversation you don’t want to miss.
Reserve your spot today:
https://www.adcocommunity.com/event-detail/monitoring-testing-and-auditing-your-program
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Wishing you and your family a safe and enjoyable Fourth of July.
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