Nissan Motor (GB) has rolled out CitNOW’s personalised video service across the new and used sales departments of its UK dealer network, after the technology enhanced the level of communication the manufacturer's workshops had with its customers.
The technology, which Nissan has white-labelled eVision, has seen its top workshops deliver more than 600 customer videos a month with an optimum view rate of over 80%.
In the first quarter of 2016, Nissan workshops distributed more than 60,000 individual videos to customers, meaning they are on track to deliver quarter of a million by the end of the year.
CitNOW is now embedded in 202 Nissan UK dealers, with each dealer sending out an average of 110 videos a month.
The success of eVision has now resulted in the launch of the technology into all of Nissan’s new and used sales departments.
Darren Payne, UK sales director at Nissan Motor (GB), said: “The customer benchmarks have changed, and we firmly believe that video is the way forwards to build that fundamental trust and achieve maximum customer satisfaction.
“The results and the responses we have been receiving from our workshop network about the use of video are outstanding, so we’re thrilled to have eVision available now for our new and used sales departments as well.”
Nissan Motor (GB) aftersales director Mike Thompson, who was responsible for eVision roll-out with the network, said: “The eVision product is now firmly embedded in the process in our workshops, supporting communication with customers and enhancing their experience.
“At Nissan we are committed to not only delivering great service but also to improving transparency and convenience of the dealership experience. The eVision video is a great tool to assist with this and we’ve received great feedback from customers and dealers since we introduced it nationally in 2014.”
CitNOW’s global sales director Gordon Grant (pictured) said: “The journey that Nissan GB has been on with us over the 12 months is very familiar to us; the way the product directly impacts on the relationship the brand has with its customers is usually most immediately evident in the workshop application.
“Once companies see how personalised video goes beyond amplifying the bottom line and has a positive effect on less tangible things like customer loyalty and retention as well, they quickly realise that this technology is something they must have.”