Leading company in the national automotive market captured efficiencies of ~1 MM USD through a change in its customer service model
Background and identified issues
Vehicle distribution and retail sales company needed to adjust its service model on the sales floor to improve customer experience and process cost efficiencies
Exponential growth of the digital channel required adaptation of the customer service model
Business margins contracted as a result of a drop in commissions from financial intermediaries
Main actions
Opportunities for improvement in the customer experience were identified through the analysis of satisfaction surveys and visits to stores
Efficiency initiatives were identified based on an exhaustive diagnosis of processes on the sales floor
Opportunities were assessed at a high level and those with the greatest impact and feasibility were deepened
Impact of the project
A leadership and monitoring team was established to mobilize the organization and capture opportunities
Business cases were detailed, and implementation was driven, ensuring the capture of 1 MM USD within a year
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