COOPERATION WITH RENAULT
How to increase sales and win the leadership in the corporate segment by raising quality of service and customer loyalty?
We have managed to increase the number of clients and motivation of employees, achieved an individual approach instead of blind fulfilling requirements with the help of Mystery Shopping program and surveys through a call center.
Renault is a company that has been creating automotive industry history for 117 years. It has more than 500 official car dealership centers.
SUCCESS STORY
«SERVICE FOR THE FUTURE OR TOTAL IMMERSION IN THE BRAND PHILOSOPHY»
“Wonderful statistics, online analytics, website and software — it is a powerful tool by 4Service that is very convenient to use.,,
WE HAVE IMPLEMENTED THE FOLLOWING SERVICES:
«Mystery Shopping» for monitoring the official dealership car centers
Quality assurance manager Roman Afanasyev
Roman Afanasyev
ACHIEVEMENTS:
- High levels of service markers: from 85% in 2014 to 89% of customers in 2015, due to the implementation of a new system of motivation and training of employees
- Increasing the level of brand recommendations: 97 of 100 clients
- Steady growth of measures of staff motivation
- Sales increase, winning the leadership in the corporate segment with a market share of 16.4%
ABOUT THE CLIENT
Renault is a company that has been creating the history of car manufacturing for more than one century. It has been proving for 117 years that the best car of the day is a vehicle that embodies the innovative progress, high level of social responsibility, and is a source of inspiration and mobility for everyone.
OBJECTIVES
- Not insensitive compliance with the standards, but customer care. The company seeks to ensure that the clients feel care and importance of their presence when they come to the car dealership center.
We care what opinion about the company and brand will be formed after a visitor leaves the showroom.
- Prior to become our real client, a person should get 4 recommendations from his friends first. That is why we aim to ensure that each customer who leaves our center can recommend the Renault brand.
We perceive that the concept of quality service involves loyal customers recommendations. To bring up brand promoters is our one more goal!
- Price competition is a temporary advantage that does not bring up loyal customers. True dedication and commitment can be achieved only by the quality of service.
That is why the systematic improvement of service quality is our most important objective.
CHALLENGES
systematic study of service indicators in the company and their regulation
START
- become one of top three leaders in service quality among automotive brands in Eastern-European country by 2017
- monitor service advantages of competitors
- increase the number of customers who are willing to recommend the brand
- not implicit compliance with the standards, but individual approach to each client
- call center survey to find out the number of loyal customers
- сontrol and monitoring with the aim of staff motivation in car dealership centers
SOLUTION
SOLUTION
Objectives have been achieved due to the implementation of “Mystery shopping” service
The Mystery Shopping service provides an opportunity to obtain objective information on the service standards fulfillment.
This is an important point for building communication with the staff, revealing week points for prompt provisioning of appropriate measures.
SOLUTION
Key-card “Free hands”, a system for controlling “blind areas”, multimedia navigation system Media Nav and many other innovations. Thus, our clients’ life becomes easier and more comfortable.
SOLUTION
MYSTERY SHOPPING
Wonderful statistics and online analytics, website and software — a powerful tool by 4Service, that is very convenient to use.
SOLUTION
Customer experience and opinion are always taken into account when adjusting a car to the driver requirements and wishes.
SOLUTION
9 basic obligations of Renault dealership network to our customers are implemented and declared in writing within the framework of permanent work on customer service quality improvement. Obligation is the effective fulfillment of the service quality standards at all stages by each dealer center with respect to every customer without an exception.
SOLUTION
Helpline Call-back
In case a client failed to reach the hot line, an operator will call him back.
SOLUTION
Open Days
for customers with the possibility to test-drive new models.
SOLUTION
Family days
events for parents and children with the organized program, tours around the dealership center and showing movies and cartoons.
SOLUTION
“MASTER of good deeds”
Aiming to stay close to the client, “Renault” Company launched a series of social projects, as well as projects on gathering books, clothes and shoes.
RESULTS
- High level of recommendations: 97 of 100 customers recommend our brand
- Using a rating system for dealers: a healthy competition has a positive impact on the performance of dealership network
- High levels of service indicators: from 85% in 2014 to 89% of clients in 2015, due to the implementation of a new system of motivation and training of employees
- Using “mystery shopping” service findings for staff motivation
- Implementation of control certificate service that is issued by a mechanic at the car service station with the list of works performed and recommendations on the further vehicle operation
- Both private and corporate clients gave their confidence to the brand
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