Making service retention zoom

Service retention is one of two major corporate objectives in this sporty import brand's three-year plan. It's been said that to achieve an objective, you must "inspect what you expect." To help their dealers better "inspect" their performance, Headquarters provided enhanced reporting capabilities for Service Loyalty, Visits per VIN, and Spend per VIN for each dealer. To complement this monthly scorecard, Pro-Active developed a web-based reference tool to help dealers improve their processes, develop standardized practices, learn from their peers, and create action plans to improve and monitor their performance.

The resulting "Service Retention Solutions" portal consolidates and provides easy access to all of the company's information, forms, programs, and tools - and enables them to be continuously updated and expanded to better support service retention efforts.