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Gordon Lamb opens new contact centre

East Midlands based dealer group Gordon Lamb has opened a new customer contact centre, which it hopes will help increase customer satisfaction together with upselling incentives to customers.

The centre will call customers when their vehicle is ready for a service along with contacting them regarding any work that is advised by technicians in regular vehicle health checks. By the end of the year the centre will also be following up lost sales leads.

“We no longer mail our customers to remind them that their car is due a service or MoT, we now call them personally,” says Stephen Lamb, the group’s chief executive officer.

“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,” he adds.

The group which represents Saab, Mitsubishi, Lotus, Land Rover, Nissan, Skoda, Honda, Toyota and Renault, has employed three new staff to look after the centre – Sam Short, Emma Swain and Rachel Dagnall who are all contact centre specialists.

The centre also uses new bespoke software from Kerridge, which is focused efficiency and ease of use.

“The system draws from our own database and allows us to make bookings on a new workshop diary system, it allows us to be totally integrated with our numerous service departments without leaving our seats,” says centre supervisor Sam Short.

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