Global Automotive Distributor: 5% More Appointments Through Measured Coaching
About our client
They are the leading independent multi-brand global automotive distributor, operating in over 40 markets and territories with a portfolio of the world’s leading automotive brands. [vaamo] was integrated into the branch of the company in Eastern Europe. The branch employs more than 1,300 people in its 10 dealership locations.
Industry
Automotive
Business challenge
The client wanted to be connected to their conversations and act on the data from the calls. They also want to equip staff with the tools to train and develop their teams where it matters the most. The key success metric was the appointment set rate in sales and service departments.
Outcome
In only 6 months of using [vaamo], our client has connected to all their calls and has increased the appointment set rate by 37% for Vaamo-influenced calls
After 8 months with [vaamo] — earned $ 260,800 in additional revenue in the services department
Increased agent productivity
Ensured every customer received a consistently rewarding experience
Solution
[vaamo] executed a 4-month, high-touch pilot program to create actionable results with a focus on improvement. [vaamo] analysed inbound call performance and responded to the clients' questions, such as: reasons why customers don't buy? How do I reduce the number of failed calls? Why did the client show negative emotions during the conversation? How do I increase appointment set rate in sales and service departments?
Our client identified that they were losing one buyer every 15 calls and 1 service customer every 3 calls from unanswered and lost calls and poor sales techniques. The client also analysed 6480 calls, where 34% were without conversion action. Our customer started using the save-a-deal smart alerts function with AI-powered call stats and front-line focused training.
The client integrated their own industry-specific scenarios and discovered that managers were completing them on average 36% of the time. The top 10 reps far exceeded the overall pilot program averages due to high engagement and consistent participation in weekly consultation calls with the [vaamo] customer success team. [vaamo] was showcasing all team stats, specifically how reps stack up against each other (including call duration, call talk ratio, and checklist follow-up %) — all helpful for coaching.
After the pilot phase, the client picked all monthly calls to analyse and began diligently rolling out the platform in systematic phases to the rest of its commercial teams. The client was asking new business questions, so work scenarios have been customised to be tailored to the unique business processes of a client. The company was eager to provide their commercial teams with the tools to succeed in their role — to exceed their quotas and targets.