Service & After Sales

Living-up to the highest standards in service is a prerequisite for sustainable business success of vehicle manufacturers, importers, dealers and repair shops

Service quality as a driver for sustainable customer loyalty and growing revenues in areas workshop, parts & accessories and new & used vehicles

Due to the ever increasing competition and performance pressures in the automotive trade, companies are forced to concentrate even more on both customer orientation and their core competences as an inevitable path to long-term business success. Therefore, our consulting, optimisation and coaching approach in after sales is focused on working in close collaboration with our clients in order to jointly unveil and optimally exploit the hidden potential in the market, amongst existing customers and within the company’s own business operation.

Our after sales and workshop experts guide and coach the service management and their staff in analysing the current-state, planning and implementing targeted improvement actions, tracking the related performance and success, and embedding a continuous improvement process, to sustainably:

  • increase service revenues and profits
  • reinforce the productivity and performance of the service and workshop staff
  • improve diagnosis and repair quality
  • retain existing and acquire new customers through improved customer orientation and handling standards

Benefits for manufacturers, importers, dealers and repair shops

  • Improved customer satisfaction and loyalty through professional customer handling by the service staff and increased "Fix-It-Right-First-Time"-performance in the workshop
  • Increased workshop traffic and revenue per customer (labour hours and parts & accessories sales per customer and repair order)
  • Reinforcement of the brand and creation of brand value through delivering customers the highest service and repair quality
  • Optimised parts stock-turn, reduced “days-in-stock” and increased gross margins
  • Reduced repeat visits and repeat repairs through improved diagnosis and repair skills
  • Boosted sales of new and used vehicles through the interface optimisation between the departments after sales and sales
  • Improved workshop planning and performance (productivity, capacity utilisation and repair quality)
  • Exploitation of incremental revenues through the development of a quick-repair-service as an independent brand
  • Steering of the service department as a proper profit centre with KPI-based management
  • Development and implementation of sustainable processes, workflows and structures to safeguard the future
  • Improved dealer satisfaction

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