Mystery shoppers recently investigated which automotive brands operate most effectively in their car dealership showrooms. They found the brand that ranked lowest on the prospect satisfaction index (PSI) score did so due to high variations in sales process behaviors from one dealership location to another.
We sat down with a global car manufacturer to hear how they successfully dealt with similar issues, turning to process management solutions to successfully address fluctuating service levels across car dealerships in Australia.
Processes stored in manuals will be ignored
As is the trend for many organizations, it has long been the habit of manufacturers to store their business processes in manuals.
“Rarely used and almost always forgotten, this method of managing customer service procedures resulted in processes that sometimes varied widely within our car dealership network,” the leading vehicle manufacturer said.
When teams map their processes and make them accessible to the whole organization, information can be easily understood, shared, reviewed and updated:
Nintex Promapp® delivers information in bite-size, easy-to-follow processes, and allows users to drill down into the layer of detail they need. Tweet this
Variations can be effectively managed
To accommodate the fact that some dealerships have different ways of executing tasks depending on their location, the organization made a series of process templates available.
By providing a balanced, non-prescriptive approach – made possible by the flexibility of Nintex Promapp® – car dealers were enabled to simply modify process templates to suit their individual business needs. Now their people can take ownership of their processes, giving them the levels of autonomy the car dealerships value.
As well as providing helpful guidelines, these templates were also well-received because dealerships have been freed up to focus on fostering relationships with prospects and clients, rather than spending large amounts of time on administration.
Process mapping drives collaboration
The decision to map existing processes has empowered people to contribute to the organization’s success, regardless of their tenure with the company.
Previously the organization relied on people’s memory or a Word document to store their procedures. Now their intellectual property is captured and accessible within Nintex Promapp®, so the leadership team can rest assured they are managing the potential risk of a team member leaving the organization and taking their knowledge and experience with them.
New team members also benefit from the easy transfer of best practice between car dealers. By referring to captured processes for information, newbies don’t constantly need to disturb teammates for assistance and can be productive in a shorter space of time.
Nintex Promapp® facilitates sound succession planning and helps us to make sure everything is documented and easy to understand. Not just the basics, but the tips and tricks and little nuances you need to get up-to-speed quickly. Tweet this
Customers benefit from solid processes
Since replacing redundant manuals with easy-to-follow processes, the software has significantly improved the guest experience of this automotive manufacturer’s customers, regardless of their location in Australia
With engagement from frontline teams and visible support from the executive team, the organization is successfully driving a continuous improvement culture, effectively managing compliance audits and facilitating ongoing improvement.
Want to read more Nintex Promapp® success stories? Visit www.promapp.com today.