Our client, a vehicle distribution and retail sales company, needed to adjust its service model on the sales floor to improve customer experience, as well as to improve cost efficiencies in the process.
In addition, as the exponential growth of the digital sales channel required adaptation of the company's customer service model, business margins contracted due to a drop in commissions from financial intermediaries.
At SummaPartners, we accompanied them by identifying opportunities to improve customer experience through the analysis of satisfaction surveys and by visiting their stores. We identified efficiency initiatives based on an exhaustive diagnosis of sales floor processes, and assessed the opportunities at a high level, focusing on those with the greatest impact and feasibility.
This project resulted in the creation of a leadership and follow-up team to mobilize the organization to capture opportunities. Meanwhile, we detailed business cases and drove the implementation together, ensuring the capture of approximately USD 1 MM in one year.