Solutions
Brief introduction of our solutions
Finance & operations dashboarding
Relevance of the solution?
Typical challenges faced in automotive retail operations:
• Multiple and disintegrated reporting impeding an integrated view of business performance
• Lack of visibility and unstructured monitoring on various operational key performance indicators for efficient business management
• High number of man-hours and cost being spent on generating, massaging and structuring data for management reporting
• Accuracy and integrity of the data captured, absence of controls at different stages of data sourcing resulting in inaccurate outcomes
• Review mechanism inconsistent amongst the SM/GM/CEO in terms of who monitors what, when and how
How can we help?
We can assist our clients in the following
- Developing a customized program which lays down the do’s and don’t when interacting with customers
- Provide digital enablers for engaging with customers / prospects
- Executing checks by way of mystery audits and providing real time reporting through customized dashboards, and reviewing adherence to service standards
Our simplified approach
- Define customer engagement protocols and provide digital enablers, such as vehicle model comparatives to help drive conversations
- Initiate mystery shopper enquiries and review process for follow up and effectiveness of sales pitch
- Present findings alongwith drill down to outlet and sales consultant / service advisor
Expected benefits…
- Significantly reduced man-hours in reporting of selected KPIs across business value chain
- Accurate reporting by elimination of manual intervention in the process
- Integrated single view of business performance with trends and patterns to help identify aberrations that require immediate course correction
Why choose us?
- Strong understanding of sales and service KPIs
- Strong team for technology integration
Brief introduction of our solutions
Dealer operations diagnostic
Relevance of the solution?
Typical challenges faced by business which could be addressed
• Dealership struggling with a business issue despite addressing what it believes is the root-cause
• Limited bandwidth / competency to perform analytics and substantiate root-cause
• Inconsistent / ad-hoc processes and practices across locations or departments
• Fluid roles and responsibilities
• Poor adherence to internal processes and non-existent control frameworks
• Schedule of authority implied with no mechanism for regular monitoring adherence
How can we help?
We can assist our clients in the following
- Conduct a dipstick operations assessment for in-scope areas of operations which covers both on-site and back-end execution and involves undertaking on-site audits, interviews, data analysis, manpower performance benchmarking and mystery shopping.
- Findings and recommendations report detailing the results of the diagnostic across key levers of Sales and Aftersales, split into design gaps (for non OEM defined processes) and operational gaps
Our simplified approach
- Understand as-is process including how operations are monitored and how is adherence and performance incentivized
- Obtain data and conduct analytics to identify trends, patterns with a view to evaluate the current performance standards and benchmarks
- Identify gaps and suggest actionable to drive operational efficiency
- consultant / service advisor
Expected benefits…
- Significantly reduced man-hours in reporting of selected KPIs across business value chain
- Accurate reporting by elimination of manual intervention in the process
- Integrated single view of business performance with trends and patterns to help identify aberrations that require immediate course correction
Why choose us?
- Strong understanding of sales and service KPIs
- Strong team for technology integration
Brief introduction of our solutions
Mystery shopping/ mystery audits
Relevance of the solution?
Mystery audits could be performed with multiple objectives, including:
• Customer experience assessment and enhancement
• Monitoring of retail standards prescribed by the OEM
• Monitoring of pricing and deal/ sales promotion offered by sales staff/ franchisee partners
• Identification of fraudulent activities like enquiry diversion by sales staff or over charging to customer
• Benchmarking prices and practices of competitors in a specific market
How can we help?
We can assist our clients in the following
- Developing a customized mystery audit program which suits needs & priorities of our clients
- Execution of mystery audits with real-time customized dashboards and red flag reporting
Our simplified approach
- Understand the client’s business priorities and design a personalized mystery audit questionnaire
- Mystery auditor profiling and brief
- Execution of mystery audits (over web, tele calls or visits) and capture proofs of visit
- Auditor de-brief and reporting (including red flag reporting for critical scenarios)
- Management presentation and dashboarding
Expected benefits…
- Improvement in overall customer experience
- Reduction in customer complaints
- Improved adherence to OEM norms and standards
- Identification of mala fide and fraudulent activities
- Knowledge of practices and schemes followed by competitors
Why choose us?
- Highly experienced & versatile Pan-India team of mystery shoppers
- Customizable real-time dashboards
Brief introduction of our solutions
Front office transformation
Relevance of the solution?
Typical challenges faced in automotive retail operations:
• Low conversions due to lack of adequate and timely response to prospects / customers
• Inadequate knowledge of features and benefits (FAB) of vehicle models and inability to compare with competitor models
• Non-adherence to basic etiquettes related to interactions with prospects / customers
• Inconsistent use of enablers to push for sales / service conversions
• Inadequate follow up by Service CRM for no-shows/ Insurance renewals
How can we help?
We can assist our clients in the following
- Developing a customized program which lays down the do’s and don’t when interacting with customers
- Provide digital enablers for engaging with customers / prospects
- Executing checks by way of mystery audits and providing real time reporting through customized dashboards, and reviewing adherence to service standards
Our simplified approach
- Define customer engagement protocols and provide digital enablers, such as vehicle model comparatives to help drive conversations
- Initiate mystery shopper enquiries and review process for follow up and effectiveness of sales pitch
- Present findings alongwith drill down to outlet and sales consultant / service advisor
Expected benefits…
- Consistent messaging and improvement in effectiveness of sales pitch resulting in higher conversions
- Increased customer satisfaction levels through implementation of consistent pre-sales practices
- Increase in spend per retained customer for parts, accessories, extended warranty, Insurance etc.
Why choose us?
- Experienced team with deep understanding of pre-sales and post sales processes