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exstoDomain · exsto.CRM

Keep every customer relationship moving.

exsto.CRM brings together customer data, campaigns, follow-up, calls, consent and feedback — so retailers can continue the relationship across sales and aftersales, using activity from the wider exsto platform.

Book a demo Follow the relationship
exsto.CRMCustomer relationship
J. CarterEXST 001
  • Annual service + MOTCompleted
  • Wiper bladesDeferred
  • Follow-upCreated
  • Campaign audienceMOT due
  • SMSReplied
  • SurveyResponse received
↘ Activity in↗ Engagement out

The relationship over time

The visit ends. The relationship doesn't.

exsto.CRM sits across the customer's ongoing relationship, not a single transaction. Activity from across the platform informs the next conversation — and CRM engagement goes back out to the customer.

J. Carter · EXST 001 Activity entering CRM Engagement back to the customer

  1. ↘ exsto.Sales

    Vehicle enquiry

  2. ↘ Glovebox

    Ownership

  3. ↘ exsto.Service

    Service visit

  4. ↘ exsto.Service

    Wiper blades deferred

  5. ↗ exsto.CRM

    Follow-up

  6. ↗ exsto.CRM

    Campaign

  7. ↗ exsto.CRM

    Survey

  8. ↗ exsto.CRM

    Service / MOT reminder

CRM doesn't perform every one of these moments. It uses activity from Sales, Service, Glovebox and Commerce to inform what happens next — which is why it is part of the Customer Engagement Platform, not a separate database.

Customer engagementEngagement that is active, measurable and connected to outcomes.
Aftersales contact team member on a headset call at a dealership desk, showroom cars behind the glass.

Campaign Manager

Choose the audience. Say the right thing. Send it the right way.

Build audiences from connected customer and vehicle data — or upload and reuse your own — then create the message, choose email, SMS or RCS, send, and see how it performed. For sales and aftersales.

Audience01 · Choose
  • Upcoming MOTCustomer & vehicle data
  • Service dueCustomer & vehicle data
  • Deferred workexsto.Service
  • Uploaded audienceReusable
Audience selected
Message02 · Create

Your MOT is coming up

Hi {first name}, the MOT for {registration} is due soon. Book online in a few taps.

Book now
TemplateMOT reminder
Channel03 · Send
  • Email✓
  • SMS✓
  • RCS—
Campaign sent

04 · Understand

Know what the campaign actually generated.

Delivered

Opened

Clicked

Bookings / Enquiries

Campaign Manager goes beyond delivery and click metrics. For relevant campaigns, conversion can be connected to the bookings or sales enquiries generated over the life of the campaign — service campaigns to bookings, new and used sales campaigns to enquiries in exsto.Sales. Information-only campaigns and other campaign types can have different outcomes.

Follow Up

The people who need a conversation — and everything you need to have it.

Follow Up is the structured environment for customer contact. Call Pots bring together customers requiring action from multiple sources, with customer and vehicle context, contact history and timelines beside every call.

Call PotCustomers requiring action
  • J. CarterDeferred work
  • CustomerService due
  • CustomerSurvey response
Customer contextJ. Carter
J. CarterEXST 001
Last visitAnnual service + MOT
ApprovedFront brake pads
DeferredWiper blades
PreferencePhone ✓
TimelineUpdated
  1. Service completed
  2. Follow-up created
  3. Outbound call · outcome recorded
  4. Next action set

Integrated Telephony

Calling and CRM, connected.

Start the call from the Follow Up customer. Inbound and outbound call activity sits against the customer, and the outcome is recorded against the interaction — no switching between a phone system and a customer record.

Call

J. Carter

EXST 001 · Outbound

Call in progress

Interaction

CallLogged
OutcomeRecorded
Timeline updated

AutoCleanse

Validate it. Correct it. Keep the source cleaner.

AutoCleanse validates relevant vehicle information against DVSA data, identifies discrepancies and, where the supported DMS integration allows, can feed corrected information back into the source record — improving MOT accuracy, picking up ownership changes and scrapped vehicles.

DMS / customer recordsBefore
MOT dueOut of date
OwnerChanged?
VehicleScrapped?
AutoCleanseDVSA data checked
MOT dateVerified
Ownership changeFlagged
Scrapped vehicleRemoved
Records corrected
exsto.CRMAfter
J. CarterEXST 001
MOT dueAccurate
Better-quality follow-up opportunity

  1. 01

    DMS record

  2. 02

    DVSA validation

  3. 03

    Discrepancy identified

  4. 04

    Corrected information

  5. 05

    Source record updated where supported

Write-back to the source record only where supported by the DMS integration.

Better data creates real opportunities.

£346,004

Annualised revenue recovered

377

Opportunities identified

225

Bookings generated

Based on one dealer group across four dealerships over a one-month measured period. Revenue figure annualised from the measured month.

Available workflows depend on the integrations in each deployment.

Survey

Ask after the visit. Keep the answer with the customer.

Customer surveys with branching question flows, sent after real interactions. Feedback connects back to the customer's activity in exsto.CRM — and can become the context for the next follow-up.

Completed visitexsto.Service
J. CarterEXST 001
WorkAnnual service + MOT
Survey sent

Survey

How was your visit?

GoodCould be better

Next question depends on the answer

Customer recordexsto.CRM
SurveyResponse received
Linked toService visit
Available for follow-up

Customer success · DM Keith

77% more aftersales bookings.

DM Keith generated 414 aftersales bookings across two days, compared with 233 across the same two days the previous week, following customer engagement through eDynamix Aftersales CRM.

Results achieved using eDynamix Aftersales CRM, now part of the exsto.CRM Domain. A specific DM Keith result; outcomes vary by retailer.

414 aftersales bookings across two days, compared with 233 bookings across the same two days the previous week: an increase of 77%.

One customer, multiple sources

Signals from across exsto. One customer context.

Activity from the wider platform converges into an exsto.CRM customer and vehicle context — then CRM engagement flows back out. What connects depends on each deployment; the principle is one connected platform.

Website activity goes where it belongs: a sales enquiry to exsto.Sales Enquiries, an online booking to exsto.Service Bookings, a general enquiry to CRM Follow Up.

exsto.CRM

J. CarterEXST 001

Customer & vehicle context

Retention

What all of this engagement is for.

Retention isn't a separate module. It's the outcome of accurate data, relevant contact, timely follow-up and listening to customers — a relationship that loops forward instead of ending at the invoice.

  1. 01

    Accurate data

  2. 02

    Relevant contact

  3. 03

    Timely follow-up

  4. 04

    Deferred work revisited

  5. 05

    Customer feedback

  6. 06

    Next service / MOT

↺ continues

exsto.CRM and Glovebox

Two sides of the same conversation.

exsto.CRM is where the retailer manages communication and engagement. Glovebox is one of the places the customer experiences and responds. Not every CRM message goes through Glovebox — but when it does, the response comes back.

exsto.CRMRetailer
CampaignSent
Follow-upCreated
SurveySent
Customer channelsCustomer
Email · SMS · RCSDelivered
PhoneFollow Up
GloveboxWhere relevant
Customer responds
exsto.CRMResponse
ActivityRecorded
Relationship continues
Explore Glovebox

exsto.CRM and exsto.Insights

CRM creates the activity. Insights shows the wider picture.

Campaigns, follow-up, survey activity and customer interactions contribute to exsto.Insights — the dashboarding and reporting module that helps the business understand engagement alongside everything else on the platform.

  • Campaigns
  • Follow-up
  • Survey activity
  • Customer interaction

exsto.Insights

Dashboarding & reporting

Customer Insights — a shared platform capability, not a CRM module — combines CRM activity with workshop visits, payments, plans, surveys and other connected customer information from across exsto.

Dealer groups & OEMs

Consistent engagement, from one site to a network.

Retailers

Day-to-day follow-up, campaigns and customer contact, with data quality behind every conversation.

Dealer groups

Consistent communication and customer engagement processes across sites, with visibility across the network.

OEMs & national programmes

A central campaign capability and consistent engagement, with local execution where appropriate.

See how the relationship continues.

Follow one customer from platform activity into campaign, follow-up, contact and ongoing retention.

Explore the exsto platform Book a demo