Improvement in lead conversion ratio by identifying process gaps and efficiency opportunities
Challenge
Improvement in leads to conversion ration for a luxury car brand. It was very low in comparison to their competitors due to better customer experience provided by competition.
Approach
- Mapping staff interaction at customer touch points in comparison to peer organizations
- Identifying process gaps, efficiency opportunities, areas of Moment of Truth for a prospect and areas for improvement
- Deliver actionable insights and recommendations to up the conversion ratio
- Covering 12 cities with 100 mystery audits per month
Impact
- Highlighting processes which were not at par in the areas of need analysis and follow up when compared to competitors
- Average Sales across dealerships increased by 10%
- Identified “best practices” that can be leveraged among the dealerships to improve overall performance
- Increase in process adherence across dealerships increased by 68%