Worldwide profit and customer satisfaction increase

The challenge

An automotive multinational needed to reverse the declining profits of its dealerships worldwide. Also they wanted to increase customer satisfaction since service experienced by customers is low. Furthermore an increase in efficiency of the dealerships was needed to cut costs.

The solution

Development of a new dealer sales concept based upon customer expectations.
Implement this new concept into the worldwide dealer network, and taking into account local and cultural differences whilst implementing. Method used: based upon pilots the concept is adapted and next rolled out in each market.
Realize a complete turnaround in every dealer regarding: People, Processes, Systems & Facilities, Structure and Management Control System

The impact

Significant increase of dealership performance worldwide:

• 12% increase of total turnover
• 36% increase of customer satisfaction
• 4% increase of efficiency

Unique program implemented worldwide in over 2000 dealerships in 40 countries.