National Dealership and Service Centre Dashboards
A major car manufacturer was updating the process’ it used to service vehicles. This required buy-in from managers and technicians who were sceptical of the benefits. The company also needed to improve its customer experience so that it could encourage customers to stay in store for longer.
Visual Metrics pursued a multi-channel approach in order to enhance the customer experience for this car manufacturer.
We were able to connect to their work management software in order to eliminate the need for additional process steps for their customers. We then created a series of Dashboards that tracked performance and enhanced engagement with customers. These Dashboard were designed would work on large screens within the workshop and customer areas as well as on mobile and desktop views for head office and dealership management.
Our Dashboards created a simple view and helped to achieve buy-in internally and externally for the program, clearly showing the benefits of turn-around times and the economies of scale of working in teams instead of individually.
The in store customer experience was also heightened with the customers’ ability to view and track progress through the Dashboards.