We have analytics covering the following service journey moments:
A positive and complete booking that meets the customers expectations and is an empathetic and customer centric process.
Reminding the customer what will happen on the service day and confirm with them any additional work needing attention.
A video is sent to the customer, providing a new level of understanding of the needs of their vehicle.
Update the customer with the progress that has been made and link to the video explaining what’s needed.
Nearly Ready Update
A reminder of the work that has been done and that everything is on track for collection as expected.
Experience Closure/Thank You
Make a well executed thank you call, to check the customer is happy. This will help deliver an exceptional customer experience.
Bringing these critical moments seamlessly together in one and each service customer experience creates AftersalesSuccess™.
Halfway through the year we embarked on some Service training, mainly focussing on the Customer Experience and improving our skills at selling more red and amber work, ultimately with our aim to sell more hours and parts.
Martec have been working with the team for almost a year now and we have seen significant improvements in all areas of our business.