Reinventing aftersales for improved CSI
At their core, the basic processes involved in getting your vehicle serviced at the dealership are generic and well-established - reservations, consultation, delivery, etc. - whether you're a Ford, KIA, or Mercedes dealership. As part of a company-wide push to improve its CSI rankings, this niche (some would say "quirky") automotive importer worked with Pro-Active to develop methodologies and tools to brand their Aftersales processes by personalizing them to their brand. Field personnel worked with targeted dealerships to identify internal and external customer needs, develop specific plans to meet those needs, and monitor the results.
With this program as a linchpin to an overall CSI improvement effort, the brand jumped from 32nd place to 9th place in J.D. Power and Associates CSI Studies.
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