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Gordon Lamb opens customer centre

Gordon Lamb, the Chesterfield and Sheffield based multi-franchise motor group, has opened the doors to its new customer contact centre.

Stephen Lamb, Gordon Lamb CEO, said: “We no longer mail our customers to remind them that their car is due a service or MoT, we now call them personally.

“Not only do we find that our customers feel ‘special’ because we have called them but an unexpected bonus of the system is that it is proving very effective at cleansing our all important database.”

To begin with the CCC will call all services customers when their vehicle is ready for service, it will also be used to recall customers back to the dealership for remedial work advised by mechanic’s in regular ‘vehicle health checks’.

“When the scheme is completely ‘rolled’ out, by the latter part of 2006, it will be used for ‘up-selling’, marketing incentives, taking care of customer satisfaction figures, lost sales can be followed up and a whole raft of initiatives can be added,” Lamb added.

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