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Accenture helped a leading global automobile manufacturer with dealer networks covering Europe, the Middle East and Africa increase its customer service orientation and improve sales.
With the automotive industry facing increasingly challenging market conditions, greater competition and more demanding customers, the client recognized the need to increase its customer service orientation at one of its national dealer networks in the Europe, Middle East and Africa region.
It set the target of becoming No. 1 in the overall Competitive Customer Service Index (CCSI) by the end of 2010. To attain this goal, it engaged Accenture to work with the company on its customer centricity strategy. Accenture High Performance Business research has shown that strong customer centricity is key to sustaining performance in uncertain times.
In August 2006, Accenture was asked to develop a holistic solution to improve customer service and satisfaction levels among dealerships. The solution included:
The team adopted a rigorous analytical approach to identify the processes that would give the client the largest possible return on investment. Thereafter, the processes were designed using leading practices from Accenture’s global automotive community as well as a thorough design approach with a broad range of stakeholders.
Once the processes and systems were complete Accenture worked with the client to design a leading-edge training program that included interactive training methodologies, engaging materials and hands-on coaching at dealerships.
A key aim of the implementation has been to enable staff and management to drive customer service themselves through continuous measurement and improvement. The learning team also focused on management development with solutions on how to sustain the newly implemented processes.
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