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AM Promotion: Castrol Business Review: Health check system lifts customer retention

 
Caffyns has increased its aftersales profitability since installing Castrol Professional’s Electronic Visual Health Check.
 
   

Caffyns Land Rover has been working with Castrol Professional for more than 25 years, a period which has seen the dealer grow its aftersales offering significantly as the Land Rover model line-up has expanded.

For many years, Caffyns Land Rover relied on a paper-based vehicle health check system at its site on the outskirts of Lewes, East Sussex.

 

Until recently, the dealership’s workshop was also based away from the service reception in the main building and it was difficult to pass visual health check reports between the two.

Keeping on top of followup contact with customers was also time consuming.

“Service reception staff are now far more successful at bringing customers back to the workshop to carry out deferred work”
Richard Aisbitt, Caffyns Land Rover

“Our previous paper-based health check system made it difficult to follow-up on deferred work. Our customers don’t always choose to have non-essential repair work carried out on the day, and our service advisors would have to trawl through a large number of invoices and records to follow-up with individual customers,” says Richard Aisbitt, aftersales manager at Caffyns Land Rover.

After evaluating a number of electronic systems designed to improve customer retention, Caffyns chose Castrol Professional’s Electronic Visual Health Check (EVHC).

Castrol Professional’s EVHC system was installed in September 2011 and the installation instantly made it easier for vehicle technicians, service advisors and the parts department to work together to produce a detailed health check report, and compile a customer quote. The system also stores health check reports, automatically prompting the dealer’s staff to follow up on outstanding deferred work – something it was difficult to do before.

As well as allowing a quicker turnaround on health checks and clearer customer reports, Caffyns’ service advisors also received individual training sessions from Castrol Professional to develop their sales skills and ability to generate service-driven relationships with customers.

 

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Comments

  • Guy Allman - 17/07/2013 21:57

    Frankly, this is a poor case study - where are the return on investment numbers that really pay the bills e.g how much was the average increase per invoice? Every evhc system can deliver transparency and efficiency the deciding factor has to be its impact on dealer profitability and customer retentiom

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