Brayley Honda's new dedicated group contact centre based at the company’s Enfield dealership is a success, according to its managing director Paul Brayley.
Paul Brayley said: “Customer contact is everything. It’s the cornerstone of our business. We acknowledge that motorists all have different needs so by offering a dedicated contact centre, our team is able to provide a bespoke approach, consistently applied, that delivers sound value and convenience to the best of our ability.
"Our team has done an excellent job in connecting with customers and working closely with our service teams has also improved workshop productivity.”
Led by Geraldine Miller, contact centre manager, its team of four handles aftersales enquiries from Brayley Honda’s four dealerships, located in Enfield, Grays, Hemel Hempstead and St Albans.
Miller said: “A car is an essential part of our customers’ lives, so it’s our job to ensure it stays in tip top condition through regular bespoke maintenance that reflects their car usage and good value. Equally, we must ensure that customers can still go about their daily routine as normal, which is where our courtesy car or collection service has proven to be convenient when it comes to booking in.”
A centralised database for vehicle information means the contact centre team is also able to recommend special offers to customers such as an air-conditioning system refresh or seasonal health check, as well as keeping customer information up-to-date.
In addition, through continual liaison with each service department, the team is able to offer customers all available slots to ensure maximum convenience, as well as optimising workshop efficiency.