- Jul 27, 2021
- 12
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- Awards
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- First Name
- Scott
Just wanted to share a disturbing development about Eleads. We have multiple clients on the platform currently.
I was workign on helping them with an issue last week. Tried to call Eleads support multiple times. Each time, I was on hold for over 20 minutes before deciding to abandon the call. One time, I did left a voice mail with no response. The following morning, I tried again, and after another 20 min on hold, I was able to reach someone. I spoke with that rep (who was losing his job at month end), and our Performance Manager who both told me the new ownership (an Indian company named Genpact) is in process of moving much of support to an overseas support team.
This is a familiar story. This store had actually made the switch to Eleads last year from Dealersocket, because after the sale, customer service became an afterthought. Dealersocket support now closed at 430 PST. No more Performance Manager.
Now it appears that Eleads is going the same route - cost cutting and profits in lieu of taking care of their customers. THe CRM is lifeblood of every dealership - the center of your customer journey. Our company exists to help dealers improve their CRM processes, and maximize their CRM utilization, but we can't do it all. We still need a solid CRM partner to help us help dealers, especially on a platform like ELeads that limits back end access.
If you are a current Eleads client, I would strongly suggest starting to look at your options. We have seen this road before, and it's not pretty.
We are CRM agnostic- I have worked in nearly a dozen of them. If you would like some independent feedback on your options, please feel free to reach out.
I was workign on helping them with an issue last week. Tried to call Eleads support multiple times. Each time, I was on hold for over 20 minutes before deciding to abandon the call. One time, I did left a voice mail with no response. The following morning, I tried again, and after another 20 min on hold, I was able to reach someone. I spoke with that rep (who was losing his job at month end), and our Performance Manager who both told me the new ownership (an Indian company named Genpact) is in process of moving much of support to an overseas support team.
This is a familiar story. This store had actually made the switch to Eleads last year from Dealersocket, because after the sale, customer service became an afterthought. Dealersocket support now closed at 430 PST. No more Performance Manager.
Now it appears that Eleads is going the same route - cost cutting and profits in lieu of taking care of their customers. THe CRM is lifeblood of every dealership - the center of your customer journey. Our company exists to help dealers improve their CRM processes, and maximize their CRM utilization, but we can't do it all. We still need a solid CRM partner to help us help dealers, especially on a platform like ELeads that limits back end access.
If you are a current Eleads client, I would strongly suggest starting to look at your options. We have seen this road before, and it's not pretty.
We are CRM agnostic- I have worked in nearly a dozen of them. If you would like some independent feedback on your options, please feel free to reach out.
