The Challenge
A major automotive manufacturer set a goal for its Business Office to increase accessories and vehicle sales, protection plan penetration, customer satisfaction, and the department’s revenue as a whole. To do so, they required a training program to improve performance in all areas of the department, as well as interdepartmental support. They chose ILS for the project.
The Solution
ILS created and deployed an in-dealership training program for the Business Office. A supporting system was also required. The resulting system is a fully-integrated sales and Business Office dealership system that increases dealership productivity and revenue as a whole. Consisting of a “Business Management Tool” system and supportive in-dealership and online training, the process-based system is at the forefront of generating new sales and maximizing customer retention for dealerships.
The program began within the protection plans division of the Business Office and is now focusing on all areas of the Business Office and interdepartmental support. The “Business Management Tool” system has grown into a powerful management tool with capabilities for in-depth live reporting, commission calculation and modeling. The next phase to be implemented will see the Business Management Tool tied into other dealership systems.
The Benefits
The program is currently being piloted in 17 dealerships across Quebec and Ontario, and each pilot dealership has seen significant uptick in customer satisfaction, retention, protection plan penetration, and average grosses per vehicle from the Business Office.
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