AUTOMOTIVE INSIGHTS LTD. Thank you for downloading.

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Gillian Bell
5 years ago
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1 AUTOMOTIVE INSIGHTS LTD Thank you for downloading

2 COMPANY OVERVIEW Automotive Insights Ltd (A.I. Ltd) is the UK s largest Automotive Mystery Shopping provider. We do not dilute our experience by working in any other sector other than the Automotive Industry. A.I. Ltd is a national & international Automotive Mystery Shopping company providing an unrivalled suite of measurement and performance evaluation options for customers. We represent several global Automotive Manufacturers and numerous national Dealer Groups. Over the last 20 years, A.I. Ltd have worked closely with many of the largest, most prestigious vehicle Manufacturers and Dealer Groups in the world and have earned a reputation of high quality performance measurement and performance improving programs. A. I. Ltd provide high quality, specialist, Automotive Mystery Shopping and Audit Programs. Dedicated to the Automotive Industry. 20 years experience in Customer Measurement & Performance Improvement. 100 years experience in the Automotive Industry. National network of 6,000+ A.I. Ltd certified specialist assessors spread across the UK. Pioneered Genesis App Bespoke coaching tool Revolutionized the industry with Behavioural Insights Turning subjective behaviour into scientific measurement. WHAT WE DO The results we provide are consistently accurate and provide clients with intelligent outputs as well as detailed action plans. This enables clients to effectively engage, train and develop their dealer networks and improve the customer experience. All our client programmes are uniquely designed to provide a measurable improvement that is sustainable throughout the development process. We have a 100% track record for delivering every programme on-time and on-budget. We have never lost a client! A.I. Ltd specialises in the bespoke design and implementation of in-house procedures to ensure every client achieves maximum ROI and customer satisfaction. The breadth of automotive experience provided by our programme management teams and specialist assessors provides real value to all client projects. All programmes utilise our highly tuned intelligent systems to provide a bespoke package to suit every client s specific needs.

2 PHYSICAL VIDEO MYSTERY SHOPPING Mystery shopping provides an unparalleled insight into a customer s experience of a client s business. A.I. Ltd has developed a cutting-edge platform to evaluate performance and deliver superfast results allowing dealership intervention within days.

3 2 PHYSICAL VIDEO MYSTERY SHOPPING Mystery shopping provides an unparalleled insight into a customer s experience of a client s business. A.I. Ltd has developed a cutting-edge platform to evaluate performance and deliver superfast results allowing dealership intervention within days. The information provided is tangible and unequivocal in identifying and highlighting areas of improvement. Our highly trained assessors use covert digital surveillance video equipment to capture a genuine customers Sales/ After sales experience. Our Genesis App tutor s users via best practice demonstrations and interactive coaching sessions via a method of intelligent algorithms for an interactive & virtual coaching session, tailored to the user s weaknesses Behavioural Insights Scientific review of subjective human responses by a qualified specialist analyst. Our in-house team use a series of assessor interviews and soft skill, body language and behaviour analysis to output results and key positive/negative customer service signals. A.I. Ltd provides the ultimate science-based customer service interaction analysis.

Shopping provides a powerful insight into

responded to in a timely and professional

4 TELEPHONE, WEB, SOCIAL MEDIA & MYSTERY SHOPPING All media Mystery Shopping provides a powerful insight into the level of service each non-physical prospect is receiving. A.I. Ltd covertly measures the ability to convert a telephone enquiry and follow brand compliant processes at Dealer level through our tracked digital recordings. Over 80% of enquiries come to the dealership via online media. It is extremely important that these are responded to in a timely and professional manner. A.I. Ltd covertly measure each lead into the Sales and Aftersales departments and identify if every enquiry has been given the maximum opportunity to be converted into a real-life prospect. 4

5 AUDITING Manufacturers and Dealerships strive daily to differentiate their brand from their competitors and maintain brand compliant standards. A large part of this differentiation occurs at Dealer level. A.I. Ltd provides comprehensive reporting, revealing whether the brand/dealer standards are supported and consistently achieved. A.I. Ltd s experienced assessors will scrutinise each area of the Dealership in accordance with the client s specific criteria. SOME OF OUR CLIENTS 5

would always recommend Automotive Insights Ltd the only company that Peugeot Citroen have used, who consistently deliver the programme on-time and on-budget to a quality standard, every single time.

6 TESTIMONIALS...key in improving our dealers, showing a 26% increase in Sales Executives performance overall James Weston Peugeot Citroen & Vauxhall CEO When I am asked which mystery shopping company to use, I would always recommend Automotive Insights Ltd the only company that Peugeot Citroen have used, who consistently deliver the programme on-time and on-budget to a quality standard, every single time. Antoni Foryszewski Peugeot Citroen Aftersales Director A.I. Ltd are instrumental in the past 13 years in developing and evolving our Sales and Aftersales processes. When Porsche GB first started working with A.I. Ltd we were sitting near the bottom end of the JD Power Prestige Car Customer Satisfaction Surveys. Within a year we were catapulted up the table and now consistently sit within the top three. A large part of this is down to A.I. Ltd s mystery shopping programme. I would recommend them to any manufacturer that want a quality programme with value and good ROI." Chris Sanigar Network Development Manager Porsche Cars GB "A.I. Ltd s industry understanding is exceptional, which has allowed us to grow our programme quite considerably. A.I. Ltd has some excellent ideas about how we can quickly improve our performance they are always very enthusiastic and passionate about what they do and genuinely want to help us get us to where we want to be." Sarena Harwood Business Improvement Manager Porsche GB 6

NEW INDUSTRY INITIATIVES GENESIS APP Designed, developed and implemented by A.I. Ltd exclusively, cannot be replicated by any other company in the UK.

Combines the breakdown of the individual Mystery Shop film footage (in relation to any Sales or Aftersales process) section by section.

7 NEW INDUSTRY INITIATIVES GENESIS APP Designed, developed and implemented by A.I. Ltd exclusively, cannot be replicated by any other company in the UK. An all-encompassing Mystery Shop measurement, analysis and training programme to provide Dealerships with the tools to enable them to self-improve their sales and aftersales performance. Combines the breakdown of the individual Mystery Shop film footage (in relation to any Sales or Aftersales process) section by section. It quickly determines areas of excellence and importantly, areas in need of immediate attention. The client does not need to watch the whole video to identify the areas that require improvement, therefore saving time. Delivers the results with interactive coaches tips and best practice examples of exceptional performance. Coaches tips provide clear direction to teams in support your company s expectations during the sales process. These clips can be from THE CLIENT library alternatively put together by OP or A.I. Ltd. Best practice examples can be provided from your training department, A.I. Ltd s specialist coaching department or the utilization of the library off footage from our or the incumbent assessments. Saves huge amounts of time and energy and allows any end user (SE, DP, RM, Head Office Management) to fast track to the relevant information. Focuses on key areas of sales process that are important to your business. Equips underperforming sites with the tools they need to make change. Easy to incentivise against and run 'Best Practice' competitions, again for engagement and buy-in. 7

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On-the-Spot Training After the assessor has completed the mystery shop, they then reveal to the dealer and perform a 30-60 minute on-the-spot training/feedback session where: The SE or SA scores

9 On-the-Spot Training After the assessor has completed the mystery shop, they then reveal to the dealer and perform a minute on-the-spot training/feedback session where: The SE or SA scores their self-assessment with the assessor together, discussing any weak areas or areas of contention The SE or SA reviews elements of their mystery shop footage to support the scoring The assessor coaches the SE or SA on where they went wrong and what could be improved The assessor shows clips of best practice to support their coaching and to aid the SE or SA s understanding The assessors and dealer-staff create an action plan on how to improve This can be captured on video and uploaded to our portal All documentation is uploaded to the portal for review and feedback to management Assessor will signpost suitable training courses at The Academy which are relevant to their findings and feedback. 9

MYSTERY SHOP AUDIT In this instance, the mystery shopper would visit a dealer as a walk in and on entry reveal themselves to the dealer-staff as a mystery shopper.

10 MYSTERY SHOP AUDIT In this instance, the mystery shopper would visit a dealer as a walk in and on entry reveal themselves to the dealer-staff as a mystery shopper. The assessor would then ask the SE or SA to go about their typical process, while being filmed by the assessor. The assessor will prompt and instruct different elements of the process and measure the SE or SA s knowledge level and understanding on what they should be doing. This would then be followed up by an on-the-spot training, where feedback and training would be provided on the SE or SA areas in need of improvement. INCENTIVE & RECOGNITION PROGRAMME As well as offering financial awards which THE CLIENT already does, A.I. Ltd would like to use top performer mystery shop examples as best practices, which act as an incentive and engagement tool. Not only will this be displayed throughout reporting within the portal, but we would like to engage on all media platforms to recognise and celebrate Top Performers! This can directly relate to any mystery shop or coaching initiative highlighted above. Example: 10

11 TEST DRIVE TRACKER 11

12 YOUR BESPOKE QUOTATION Please contact the AI team and we will be happy to provide a bespoke quotation. 12

13 WHAT YOU GET FROM US A.I. Ltd s programme management teams expertly design a performance evaluation report based on Dealer processes, performance analysis and brand due diligence. This report will: Implement industry best practice techniques and methods. Support the business intended Branded Customer Experience. Weight the importance of different customer service attributes. Enable trend analysis. Enable accurate segmentation of customer service outlets to focus and tailor subsequent improvement initiatives. Enable regional and national performance comparisons and benchmarks against comparable markets. A.I. Ltd offer the fastest data delivery in the industry and a 24-hour support network for all programme stakeholders. A.I. Ltd have also created the pioneering coaching tool Genesis Application. Genesis App is unrivalled by any other competitor in the UK and is revolutionising the way in which video mystery shopping, performance analysis, expert coaching and best practice demonstrations are delivered to Dealer networks and Head Office management alike. GET IN TOUCH Automotive Insights Ltd Pavilion Court 600 Pavilion Drive Northampton Business Park Northampton NN4 7SL facebook.com/automotivei twitter.com/automotivei T: E: Info@automotiveinsights.co.uk

CDK Digital Marketing Websites Features Summary

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