Percepta - Increase Service Bookings.doc

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In 2006 Percepta launched a pilot scheme (Dealer Service Booking – DSB) to support dealers in maximising their revenue from service bookings. This was introduced as workshops were not sufficiently full and service receptionists did not have time to answer the influx of morning calls. The pilot ran for 1 year, achieving some fantastic results.

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Percepta - Increase Service Bookings.doc

  1. 1. Up-sells Key to Service Booking RoI In 2006 Percepta launched a pilot scheme (Dealer Service Booking – DSB) to support dealers in maximising their revenue from service bookings. This was introduced as workshops were not sufficiently full and service receptionists did not have time to answer the influx of morning calls. The pilot ran for 1 year, achieving some fantastic results. 6 dealers signed up to the scheme, transferring all service booking calls to the Percepta centre. A team of specially trained advisors then converted the booking. Sounds simple but this is where the added value starts, our advisors were trained into adding up-sells to the service, i.e. brake fluid and oil changes, air conditioning filter cleansed, vehicle health checks etc. Through technical awareness coupled with the added skill-set of customer service and soft sales techniques, customers were very responsive to these additional pieces of work. Having sufficient staffing levels at peaks times eradicates missed booking opportunities, another contributing factor to the success of DSB. DSB also facilitated outbound campaigns for our dealers using their data. This served two purposes: 1. Data cleansing 2.Being proactive in arranging customer services at the time when required. This service was offered out-with dealer office hours, maximising contact with the customer and going above and beyond customers expectations of a standard dealership. Dealerships need good brand awareness in these competitive times; if the customer experience is good, the customer will return and will recommend the dealership to other potential consumers. This starts with the ease of the booking, the knowledge and courtesy of the staff and progressing to the actual service itself. By engaging with the customer at each of these early touch points Percepta can make the customer experience pleasant, increasing the dealership revenue and helping to create a customer for life. Achievements: • Increased up-sells by 27% • Increased average £10 per invoice for 1 dealership • Re-booked 8% of cancelled bookings • Outbound service booking conversion of 27% • Return on Investment 1:2.32 The technology used was an integrated interface which linked directly into the dealers’ workshop diaries. This allowed the advisors to make bookings ‘real-time’ and only had to call the dealer if a customer had a specialist repair requirement. Each dealer had an appointed dealer champion discussing any booking restrictions at the dealership and preferred promotions for the day/week/month. A strong relationship was formed between the contact centre and the dealer workshop staff, creating a partnership with the same objective: Fill the workshop with bookings. For further information on how we can support you on engaging with customers contact Amanda Noble on: Office: +61 (3) 8627 6191 or email: amanda.noble@percepta.com.au or check out our website: www.percepta.com.au Percepta is a global customer contact specialist talking to over 10 million people across the world on behalf of organisations such as Jaguar, Land Rover, AGCO, Automotive Associations, Helm, Volvo, Ford and Mazda. We partner with you to build trust in your brand, through the contact we have with your customers, at every stage of the customer journey.

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