We would like to request the development of a comprehensive Review Management feature within the CRM that allows dealerships to manage the entire customer review process from one centralized platform. Our goal is to streamline review generation, monitor online reputation, and reduce the need for third-party review management software while giving our team greater visibility into customer satisfaction and employee performance. The system should be able to automatically send review requests via text message and email after key customer milestones, such as a completed vehicle purchase or service appointment. Review requests should be configurable with customizable timing, allowing them to be sent immediately or after a specified delay. The CRM should also allow users to manually send review requests when needed and exclude certain customers from receiving them. Because we operate multiple dealership locations, review requests should automatically route customers to the correct review pages based on the location where they purchased or serviced their vehicle. Customers should have the ability to leave reviews on multiple platforms, including Google Business Profile, Yelp, Facebook, DealerRater, Cars.com , CarGurus, and any other supported review sites. Each dealership location should maintain its own unique review links, ensuring reviews are attributed to the correct business location. The CRM should also associate each review with the appropriate sales consultant, service advisor, finance manager, and department, allowing management to track review performance by employee and team. A centralized dashboard would provide real-time insight into review activity by displaying total reviews received, average star ratings, review trends over time, performance by location, department, and employee, review request delivery rates, conversion rates, and response rates. Users should be able to filter this data by date range, location, department, and employee while exporting reports to Excel or PDF for management meetings and performance reviews. The CRM should provide real-time notifications whenever a new review is received, particularly when negative reviews are posted, allowing managers to respond quickly. Authorized users should be able to view incoming reviews, draft and publish responses directly from the CRM whenever supported by the review platform, utilize saved response templates, and assign reviews to team members for follow-up when necessary. An additional feature we would find valuable is an optional customer feedback workflow prior to directing customers to public review sites. Customers could first rate their experience on a simple scale, with satisfied customers being directed to leave a public review while customers with less positive experiences are prompted to submit private feedback directly to dealership management. This would provide an opportunity to resolve concerns internally while still collecting valuable customer feedback. The workflow should remain optional and fully configurable based on each dealership's preferences. Finally, the review management feature should integrate seamlessly with existing customer records within the CRM. Users should be able to see whether a review request has been sent, whether it has been delivered or completed, view any reviews associated with the customer, and resend requests when appropriate. Overall, an integrated review management solution would significantly improve operational efficiency, increase review volume, strengthen online reputation management, provide actionable reporting for leadership, and eliminate the need for additional third-party review management platforms. We believe this enhancement would provide substantial value to dealerships utilizing the CRM and would become an essential component of day-to-day customer relationship management.
