The issue
An automotive manufacturer in Germany sought to improve and standardise the quality of after-sales services, to increase cross-selling opportunities and encourage customers to upgrade.
Our approach
With insights from TRI*M we developed action-planning workshops for dealerships that focused on their specific drivers of customer loyalty. We prioritised the actions required, according to their business impact.
The insights
Our workshop approach enabled strong buy-in from client-facing employees. The specific action plans helped to improve operational efficiency and quality for each dealership.
The impact
Dealerships participating in the TRI*M workshops significantly improved their customer retention and were much more likely to meet the manufacturer’s defined quality standards.
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