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SUCCESS STORY

SUCCESS STORY. «SERVICE FOR THE FUTURE OR TOTAL IMMERSION IN THE BRAND PHILOSOPHY ». ,. ,. ,. ,. Wonderful statistics , online analytics, website and software - it is powerful tool of 4Service which is very convenient for the use. WE HAVE IMPLEMENTED FOLLOWING SERVICES:.

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SUCCESS STORY

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  1. SUCCESS STORY «SERVICE FOR THE FUTURE OR TOTAL IMMERSION IN THE BRAND PHILOSOPHY»

  2. , , , , Wonderfulstatistics, online analytics, website and software - it is powerful tool of 4Service which is very convenient for the use.

  3. WE HAVE IMPLEMENTED FOLLOWING SERVICES: «Mystery Shopping» for monitoring the official dealer car centers Roman Afanasyev Quality assurance manager

  4. ACHIEVEMENTS: High levels of service indicators:from 85% of customers in 2014 to 89% of customers in 2015,due to the introduction 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 The increase in sales, winning the leadership in the corporate segment with a market share of 16.4% 1 2 3 4 Roman Afanasyev

  5. ABOUT THE CLIENT Renault has been the company that makes history of car manufacturing for more than one century. 117 years show that the best car of the day is the car that embodies the innovative progress, high level of social responsibility and is a source of inspiration and mobility for everyone.

  6. Person should get 4 recommendations from friends in order to become our real client, that is why we strive to ensure that every customer that leaves our showroom can recommend the Renault brand. For us the concept of high-quality service consists of recommendations of loyal customers, and another goal of our company is to educate brand promoters! OBJECTIVES 1 2 3 Price competition is the temporary advantage that does not cultivate loyal customers, and true dedication and commitment cab be achieved only by the quality of service. That is why the systematic improvement of service quality is our most important objective. Not the heartless compliance with standards, but the customer care. Company seek to ensure that the customers feel care and importance of their presence when they come to the showroom. It is important for us to know, what opinion has been formed about the company and the brand after the visitor leaves the showroom.

  7. CHALLENGES systematic study of service indicators in the company and their regulation START to be among top three leaders in quality of service among automotive brands in Ukraine by the year 2017 Monitoring the service advantages of competitors

  8. CHALLENGES Control and monitoring with the aim of dealerships staff motivation increasing the number of customers who are willing to recommend the brand SOLUTION not implicit compliance with the standards, butindividual approach to each client call center survey to identify the number of loyal customers

  9. SOLUTION One way to achieve the challenges was the introduction of the service "Mystery shopping” ? "Mystery shopping” service allows obtaining objective information on the implementation of service standards. This is an important moment for the construction of communication with staff, and revealing weak points for operational application of appropriate measures.

  10. SOLUTION Key card“Free hands”, system for controlling “blind area”, multimedia navigation system Media Nav and many other innovations. Thus, the life of our clients becomes easier and more comfortable.

  11. SOLUTION Mystery Shopping Wonderful statistics and online analytics, website and software it is powerful tool 4Service, which is very convenient for the use.

  12. SOLUTION Experience and customer opinion are always taken into account in adapting the car to the requirements and desires of drivers.

  13. SOLUTION 9 basic obligations of Renault dealership network to our customers. They 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 with respect to every customer, without exception.

  14. SOLUTION Call-back on the hot line In case the customer failed to reach the hot line, the operator will call back.

  15. SOLUTION Open Days for customers with the possibility of new models test-drive.

  16. SOLUTION Family days events for parents and children with the organized program, excursions on the dealer center and screening of movies and cartoons.

  17. SOLUTION “MASTER dobrih sprav” In an effort to stay close to the customer “Renault Ukraine” Company launched a series of social projects as well as projects for collection of books, clothes and shoes.

  18. RESULTS Using a rating system for dealers: healthy competition has a positive effect on the work of dealership network ? High levels of service indicators:from 85% of clientsin 2014 to89% of clients in 2015,due to the implementation of a new system of motivation and training of employees High level of recommendations: 97 of 100 customers recommend our brand Implementation of service of control certificate that is issued by the mechanic with an indication of works performed and recommendations for further operation of the car Both private and corporate clients gave their confidence to the brand. Use of indicators of “mystery shopping” service for staff motivation

  19. info@4service.ru info@4service.ua info@4service.kz info@4service.az info_ge@4service-group.com Write your own story of success with 4Service

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