Flow Automotive / AmplifyRPM
The Evolution of Service Retention
Fixed Operations and vehicle service has always contributed significantly to the bottom line of dealerships but historically hasn’t received the same level of management attention as new sales. Flow Automotive has always understood the true value of service and has had a strong focus on service customer retention and guest experience. Matt Hinson, Managing Director of Flow Automotive / AmplifyRPM will discuss how service retention has evolved over the past few years and will provide his insights on the “big leap” in the retention technologies he sees coming soon. Specifically he’ll address:
- Application of big data and machine learning on service customer retention
- Impact of multi-variant testing on yield over time
- Industry adoption of a new metric: Share of Wallet
- After-market implications of Franchise Dealership behavior change
About Matt Hinson
Matt Hinson serves as the Managing Director for Flow Automotive Companies a North Carolina based dealership conglomerate with 36 franchise locations. An innovator and visionary, Mr. Hinson has spent the last five years scaling operational functions for the group and identifying technology investments with the potential to disrupt the industry. One such investment is Amplify RPM, for which Mr. Hinson serves as Managing Director. The joint venture strategically combines a partnership among eight large dealership groups and Inmar, a global leader in advanced analytics. Amplify RPM is a marketing automation platform fueled by machine learning which radically increases service customer retention.
Mr. Hinson’s background prior to the Automotive industry was rooted in senior strategy and operations roles. He spent five years with MullenLowe U.S. as a Senior Vice President. Leading the digital and business consulting practices. Mr. Hinson facilitated the intersection of strategy, media, creative, and performance optimization for the agency after growing the direct sales business for the Dish Network 25% during his tenure as Director, Global eCommerce.