Percepta is a global customer contact specialist talking to over 10 million people across the world on

behalf of organisations such as Jaguar, Land Rover, AGCO, Automotive Associations, Helm, Volvo, Ford

and Mazda. We partner with you to build trust in your brand, through the contact we have with your

customers, at every stage of the customer journey.

As well as delivering contact management solutions to our clients’ customers, Percepta also specialise in delivering

effective solutions that provide improvements in satisfaction to our clients’ retailers and distribution networks.

This is very much the case with an automotive client where Percepta have a dedicated customer service team for

their dealer network, appropriately named Dealer Champion Team. Before the creation of the Dealer Champions,

any dealer enquiries were dealt with by the main Customer Relationship Centre (CRC) and dealers provided the

following feedback on the service:

• Unable to email directly to the CRC;

• Response times for goodwill or vehicle hire being too slow;

• Dealer confirmation of service history not accepted verbally to enable assessment of goodwill assistance;

After taking this feedback on board, a pilot programme was set up at the beginning of 2008 with 2 advisors

managing contact for 25 dealerships with the following measures put in place:

• Dealer only email address created;

• Immediate response for goodwill or vehicle hire unless the value is over $3000;

• Service history accepted verbally unless the repairs are over $3000.

This proved to be extremely successful with the main reasons being; the dedicated resource given to it, the

advisors being given more authority and being able to give a quick response when the dealership called as well as

them being able to fully understand the challenges facing a dealership.

The benefits that the dealerships receive are:

• A dedicated team;

• Faster response times;

• Authority to make decisions;

• Experienced staff;

• One answer – delivering a consistent message to the customer;

• High customer satisfaction amongst Dealer Champion customers.

Following this success and a series of meetings with the client, the team of 16 launched in December 2008. Prior to

this, a full training programme was designed to ensure the team were fully equipped to manage dealer enquiries

and were also given the same authority level to that of a normal Team Leader, giving them the empowerment to

handle a query first time where possible.

The client identified the dealerships they wanted to take part in the programme and wrote to them pre-launch and

since then, the team have worked through the list and to date the programme has over 600 dealers signed up to it.

Providing an All-Round Service for Clients

Percepta is a global customer contact specialist talking to over 10 million people across the world on

behalf of organisations such as Jaguar, Land Rover, AGCO, Automotive Associations, Helm, Volvo, Ford

and Mazda. We partner with you to build trust in your brand, through the contact we have with your

customers, at every stage of the customer journey.

Percepta has really taken the lead with ongoing invites to dealerships to join the programme. Part of this is the

hosting of weekly presentations where dealer and client personnel are invited along to hear more about the benefits

of becoming a member of the programme. Alongside this, Percepta is also looking into offering bespoke reporting

for larger dealerships to further assist them in managing their business.

The creation of this team was the result of a re-structure of the entire operation, now with 3 Customer Teams (only

dealing with customer enquiries), 1 Dealer Champion Team and 1 Correspondence Team (working solely with

letters received).

At no additional cost to the client and with a current Customer Satisfaction Indicator (CSI) score of 7.31, this is a

true value-add service, covering all aspects of customer management for the client. Early indications show dealers

are also benefiting from this service with a recent Dealer Satisfaction Indicator (DSI) score of 9.6.

For further information on how we can support you on engaging with customers contact Amanda Noble on: Office: +61 (3) 8627 6191 or email: amanda.noble@percepta.com.au or check out our website: www.percepta.com.au

1 Customer satisfaction scores are collected using an independent surveying process. A satisfaction survey is sent out to each customer with

each question having a weighting between 1 and 10 (1 being the worst, 10 being the best). Question 2 in this survey asks the respondent to rate

their overall experience with the customer relationship centre.