Elements applied:
Em Enquiry Management Process Our experience in delivering an effective culture around enquiry management has been proven in a dealership environment - This element is not about providing a technical platform on which to manage enquiries but more importantly an understanding of how to effectively manage an enquiry to a mutually acceptable outcome.
NOW Vauxhall are relative newcomers to the UK’s fold of major dealer groups having been established as recently as 2009 but this much respected company has grown quickly and now represents the Vauxhall brand at nine sites across London and the Home Counties. In those short few years they have won a number of industry awards for business performance and customer satisfaction and now employ over 300 people generating in excess of £100m in Revenue….not too shabby eh?!
We were asked to visit and work through some strategy planning by another of our clients who provide a CRM platform and the specific objective here was to sit and review what was currently being done, and most importantly what could be better done, by the dedicated contact centre at Hayes. During our visit we spent time with the very nice call centre team and looked at ways of improving their technique on the phone as well as the use of the platform provided by REEF. For all concerned it was a productive time and post our visit with the BDC & Marketing Manager and the Digital Brand Manager a number of changes were implemented that benefitted the customers of NOW and the staff who look after them.
