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%

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