Automotive Dealer
DRIVING POWERFUL CHANGE
In a globalized world, the automotive industry faces different challenges to provide customers with an excellent service experience during the sales process as well as during the after-sales stage.
The efficiency of the processes is a key factor to guarantee a satisfactory customer experience in the sales showroom as well as in the service workshop.
01.
Commercial / Customer Relationship (CRM)
Solutions
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• Creation of commercial strategies.
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• Standardized model of customer service in the showroom.
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• Active supervision of sales executives and monitoring of key indicators: calls, customer traffic, test drives, and quotations.
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• Creation of a Customer Relationship Management (CRM) database.
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• Monitoring of the sales funnels as well as the status pipeline of the units from purchase to delivery to the customer.
Benefits
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• Increased traffic in the showroom.
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• Improvement in the commercial sales funnels by identifying conversion rates.
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• Improved customer experience during the visit by getting to know the car in depth.
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• Obtain key information to strengthen the relationship with customers.
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• Weekly monitoring of the performance of sales consultants as well as the status of customer deals.
02.
Service Center Operation and Service
Solutions
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• Standardized service model, encouraging upselling.
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• Redesign the flow of vehicles by identifying them according to the type of service.
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• Appointment management model.
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• Service window predictive tool according to average mileage.
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• Customer program service design.
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• Measurement of workshop resource productivity.
Benefits
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• Increase in sales at the front and back counter.
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• Increase in technicians’ productivity.
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• Increased customer satisfaction.
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• Decrease in delivery times.
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• Increased traffic in the workshop.
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• Improvement in fulfilment of active appointments.
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• Increase in billable hours.
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• Improvement in the ratio of billed vs clocked hours.
03.
Spare Parts
Solutions
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• Layout definition and warehouse inventory reliability.
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• Commercial management at the front counter.
Benefits
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• Management system to eliminate backorders and reduce the potential of obsolete stock.
04.
Organizational Structure
Solutions
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• Definition of optimal payroll.
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• Compensation diagram.
Benefits
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• Increase in profitability by focusing the compensation system on the company’s key factors.
“We recognize London Consulting Group's professionalism and capacity to adapt to our business. Such strength has been a key factor for the project’s success...”
Executive VP FASA









