Carya groep - Taming a Vortex - Patrick Vanbrabandt
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Patrick Vanbrabandt shares his vision and succes in implementing a self-managing organisation @Carya Group
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Carya groep - Taming a Vortex - Patrick Vanbrabandt
- 2. Taming a Vortex PATRICK VANBRABANDT, FOUNDER&CEO
- 3. The EVER CHANGING RELATIONSHIP between the DRIVER and the CAR DEALERSHIP
- 4. Excellence in service delivery The one-on-one conversation
- 5. Excellence in service delivery incadea DMS Infrastructure Support One on one conversation CRM Social Media Digital Marketing Defining the customer journey in the automotive industry
- 9. 9
- 10. 10
- 11. 11
- 14. It was the best of times… It was the worst of times…
- 15. Window of opportunity Valley of despair - Hopeless amount of open cases - The “nicer” calls - Potential law-suits - Burn-outs - Customers delay payments Feb Mar Apr May June July Aug Sept Oct SLA breaches become the norm complaints increase go-live derails opportunities are lost due to bad reputation customers demand go-forward plans New Offices TENDER IT partnerships with new customers have a tense start we start losing some of our new customers ERP upgrades are postponed indefinitely We are here Buy Time Disrupt! - Account management - Project management - Sales - Finance - Service Desk Customer Satisfaction Business Capacity
- 16. 16
- 20. Service Desk Development OAM Infrastructure Training Projects Carya X Sales Service Desk Development OAM Infrastructure Training Projects Carya X Sales Service Desk Development OAM Infrastructure Training Projects Carya X Sales
- 21. 21
- 24. Service Desk Development OAM Infrastructure Training Projects Carya X Sales Service Desk Development OAM Infrastructure Training Projects Carya X Sales Service Desk Development OAM Infrastructure Training Projects Carya X Sales
- 25. 25
- 36. Mea culpa Geen duidelijke doelstellingen Geen one on one’s Te weinig aandacht -> demotivatie Nood aan meer leiderschap, Transparant als het pijnloos is, veel minder als het pijnlijk kan zijn En de...
- 40. Scale is what our dealers chose. Their business is spread over multiple locations and/or brands. Always on the lookout to enlarge their business. We help them accomplish their impressive growth goals
- 41. The independent dealership is and has always been the cornerstone of our business. Combined, they are by far the biggest market. Without them, we don't exist. We assist them in their day to day business and growth.
- 42. Our growth is in new and emerging brands. We tackle the difficult quest of on boarding new brands, implementing their dealerships. We assure the future growth in our business.
- 50. Teams 4.0
- 68. * : abridged version… Welcome! To the history* of