Your J.D. Power feedback is invaluable – this is why

Last year the Executive Vice President of Chrysler Capital, Colin Davis, discussed the importance of the dealer feedback we received from the 2016 J.D. Power Dealer Satisfaction Survey. Since then, we have been working diligently to improve our business, making tremendous strides in developing solutions to address your concerns in several focus areas:

  • Lease-End Process
    • Marketing programs were designed to drive retention including
      • personalized lease-end webpage
      • regional off-lease incentive mailers
      • product awareness and incentive email offers
    • Title release for lease-end purchases via ChryslerDirect.com have been expedited
    • Wear & tear waivers for loyal customers were introduced
    • Floorplan dealers and eligible VIP dealers are receiving new pricing for off-lease vehicles
  • Product Offerings
    • New Head of Pricing was named in November 2016
    • An additional 1,000 dealers were added to the VIP pilot, with full rollout expected by Q2
  • Floorplan

An outside consultant was brought in to review Santander Bank documentation requirements with a goal of reducing and/or eliminating items

  • A closing analyst was hired to improve closing time on floorplan packages
  • We began working with Risk Point Insurance to identify regional cost savings
  • We are monitoring competitors insurance policies to identify insurance opportunities
  • Sales
    • On-going development of a consultative sales approach will enable our Dealer Relationship Managers to assist in achieving our mutual business plan goals
  • Credit and Funding
    • Your credit buying team was restructured to provide more consistent callbacks in addition to improved turn times
    • Analysts received training on FCA subvention programs and how to utilize good offers to assist dealers in increasing profits
    • Tips were provided to help reduce fees while maintaining high support levels for subprime FICO business
    • An outbound call campaign, entitled Engaging your Dealer, was implemented in the credit department
    • Features which can help speed up and improve both funding and credit-related issues are at your disposal on the Chrysler Capital Dealer Website

Chrysler Capital’s desire to make strides in order to support our dealers also led to the creation of our National Dealer Advisory Council (DAC). Comprised of 13 dealer principals, the DAC will be the voice of the dealer body throughout all of 2017. All dealers will have the opportunity to raise specific issues which will be reviewed during the DAC meetings in May and September. Chrysler Capital will systematically tackle important issues and ultimately drive change to improve our collective business.

We hope you have experienced positive results from these changes and would like to hear your feedback. Remember, the 2017 J.D. Power Dealer Satisfaction Survey begins on March 20, 2017, and runs through May 11, 2017.

Finally, make sure to tune in to the monthly editions of the Chrysler Capital DealerCONNECTION newsletter. This email communication provides important information about Chrysler Capital and helps you stay up-to-date as more actions items are addressed and implemented.

Thank you for your continued support of Chrysler Capital!