Brief and solution: TC Harrison, one of the UK's largest car and commercial Ford Dealerships. Our client came to us with an idea. Their aim was to improve their customer services by launching a brand new Customer Response Project, where TCH users had the chance to voice opinions of their own experiences of the company, from Sales and Service to Accident Repair. Here at Ward Lovett we brought the idea to life. We designed a system called TCH EXCEL that allowed customers to enter their feedback through Email, Post and Store Hand-in. Now two weeks after the Launch, TCH EXCEL is exceeding all expectations and results from across the dealerships have shown a very strong customer response rate.
Result: Email entries to the scheme have shown a particularly impressive
conversion rate of customers, with 71% responding. This has allowed us
to drastically reduce our postage and mail programmes with our client
and once again we are helping our clients to reduce costs and save
money.