Jardine Motor Group is set to make more of its staff stars of the small screen with the roll out of CitNOW video technology across its sales facilities.
The group has been using CitNOW’s workshop product across the aftersales functions of its 70-site network since the beginning of the year and is expanding the use of the technology after the successful trial saw the number of videos produced for customers rise from 200 to 12,500 a month.
Jardine Motor Group said that use of the technology has helped grow its aftersales operation while building trust and transparency among customers of the 23 manufacturers it represents.
Commercial director Jason Cranswick (pictured) said: “We recognise that our customers expect us to deliver high levels of transparency and we felt that CitNOW’s products gave us an intuitive system with which to work and to deliver the right messages to our customers.
“The customer benchmarks have changed; they want to and need to trust dealers and this use of video builds that trust in a way that wouldn’t be possible without CitNOW’s personalised communication.
“Since we started using CitNOW Workshop to keep customers engaged and informed, we have seen continued growth in aftersales and the feeling is that it is also improving customer satisfaction. We are now using video extensively throughout the business and it has become the ‘new normal’ for us.”
Cranswick added that, as part of the company’s desire to stake its claim as a truly ‘modern retailer’, the partnership with CitNOW has had a major effect.
“CitNOW has become a highly-valued partner – they meet specific needs, both from a training and development point of view but also in terms of how the business operates. The team at CitNOW has reacted very positively to every request we have made.”
CitNOW claims that its personal video presentation service can result in sales executives converting 50% or better in new car sales and aftersales red work increasing by 20% in just eight weeks.