Problem Statement
- The client is a multi-location dealer for mass market vehicles with one of his workshops in Ghaziabad.
- Client was struggling with weak vehicle load which in turn was impacting revenue.
- Client engaged Ambit Collective to help address the issue and run a program to drive up customer retention.
What did we do
We carried out a review of the as-is process together with understanding the key drivers for success and took the following measures:
- CRM was not calculating no-show customers; we developed a macro enabled workbook for computing no shows at each month-end and re-aligned the CRE incentives on ‘return rate’
- Introduced process of minimum 3 calls at different times on different dates in “Call not connected” cases
- Frequent instances of absenteeism resulting in no more than 3 drives on most days; introduced hybrid system by supplementing own drivers with introduction of a local agency for pick & drop.
- No process of confirming appointments a day prior, thus impacting driver productivity; introduced previous evening confirmation process together with aligning drivers basis proximity.
Outcome
- Improvement in customer retention from 63% to 74%
- Improvement in driver productivity from 3 pick & drop trips per day to 5.1 trips per day over a period of 3 months
- Short closure of contract with pick and drop vendor after 4 months and introduction of local drivers thus saving on service cost as driver productivity increased