Carper put into operation a new personalized service process, being also the first Chevrolet dealer in Uruguay certified in BDC, which in its acronym in English means Business Development Center, in which all opportunities are managed in customer acquisition, service scheduling and customer follow-up.
The personalized service consists of nine steps: 1. Scheduling; 2. Reception; 3. Addressing; 4. Consultative interview; 5. Budget; 6. Call center; 7. Service; 8. Payment; and 9. Delivery.
Juan Ignacio Pereira Darrigol, one of the directors of Carper, stressed that the client is “the best source of inspiration”, and that in the search for their satisfaction is that they carry out “these certifications”. “The changes we made to processes, training and infrastructure revolutionize the after-sales service experience,” he noted.
For Pereira, the main changes are: “the client saves time with his vehicle, he no longer has to leave the car all day in the workshop, and go pick it up later. He now goes directly to an elevator, at the moment he works on his vehicle, and when the work is finished he takes it ”.
“Another point to highlight is that the attention and advice is directly with the mechanic, who is the reference to know what to do and what was done to his vehicle. Direct communication improves care,” he added.
Personalized service consists of nine steps.
In turn, he indicated that scheduling is “key.” “There we have people with experience to achieve an efficient visit to the dealership. And what is most striking is how close the client will be to his vehicle; You can even watch us do maintenance or wait in our comfortable facilities for the job to be finished,” said one of Carper Service’s directors.
Pereira stressed that the decision to move forward with the personalized service was made on May 30, 2022, and that the first tests were carried out last October. “Today we can confirm that we are prepared to serve 100% of customers through Chevrolet personalized service,” he said.
The technical team is made up of more than 26 people, the one that performs customer assistance; however, the participation to obtain the certification occupied the entire workshop: reception, lubrication, mechanics, electricity, laundry, spare parts, administration, quality, human resources and marketing. Therefore, there are more than 40 people who worked and “will continue to work” to maintain the certifications.
Asked about the expectations they have for the future with these certifications, the manager explained: “The changes implemented from the beginning achieved their impact. As a result, we hope that customer satisfaction will continue to improve and that they will continue to prefer us.”
All the team.
