Aftersales Case Study

ttl automotive are trusted by over 20 major European automotive brands.

The Issue:

This well known manufacturer was experiencing particularly challenging aftersales CSI levels at many of its dealerships.  Despite ongoing activity by the manufacturer Field Force, and a concerted focus of activity to uplift CSI as a priority for action amongst the dealer network, the results remained disappointing.  Many of the dealerships causing concern had been nominated as ‘partnership’ focus dealers with senior manufacturer personnel in order to further raise the profile of the issue with senior dealership staff.  This was helping to concentrate minds and activity at these dealerships, and whilst some improvement was evident, a dynamic approach was needed in an effort to bring about tangible improvement within realistic time frames.

Vital statistics

• Overall CSI for these dealers has risen significantly representing an increase of over 40%.
• The corresponding uplift in national CSI scores was substantially improved as a result.
• In addition to the CSI results, the programme has positively altered the ’culture’ within the dealership, generating a more cohesive and effective team in delivering complete customer satisfaction in a sustained way.

The Approach:

The approach adopted was designed to focus not only on Best Practice process and customer driven staff behaviour, but also to get to grips with more fundamental and personal issues that may be causing a lack of performance amongst key dealership staff.  In addition, the programme was designed to promote self-control, dealership innovation and a philosophy of continuous improvement such that when our involvement with the dealerships was finished, the Field Force and the dealership could seamlessly continue the ongoing quality improvement initiatives for the benefit of the manufacturer, the dealership and its customers.

Implementation:

The programme commenced at each dealership with a comprehensive review of process and the facilities available to customers and staff.  In addition, Personality Profiles and Emotional Intelligence tests were completed on key customer facing staff, Managers and Directors, and all staff were asked to complete a 360 degree survey on the prevailing climate and culture within the dealership.  Following analysis of the data and presentation of the results to the Directors, a five month programme of in-dealership coaching and support visits were completed (11 days in total) to help realise operational and behavioural change and to implement the continuous improvement regime necessary for ongoing sustainment.

Results/ROI:

The results of the programme have been dramatic.  In all of the dealerships participating, the CSI levels have risen significantly.  Overall CSI for these dealers has risen significantly representing an increase of over 40%.  The corresponding uplift in national CSI scores was substantially improved as a result.

In addition to the CSI results, the programme has positively altered the ‘culture’ within the dealership, generating a more cohesive and effective team in delivering complete customer satisfaction in a sustained way.