ARA Consulting

CUSTOMER SERVICE ARA CONSULTING

Customer Service

  • Comprehensive review of all components of Customer Service in order to maximize the customer experience throughout the shopping process, including, but not limited to:
    • Customer First impressions - Greeting
    • Merchandise presentation
    • Loyalty programs
    • Product knowledge
  • Develop strategies to enhance the customer experience
  • Implementation and training to achieve desired results

After Sales Service

  • Comprehensive review of all components of after sales service to ensure that how the customer is treated after the sale will ensure the highest level of customer retention. Areas to be reviewed include, but are not limited to:
    • Communication after the sale is complete
    • Tracking repairs or alterations and ensuring compliance with promised dates or updating customers when exceptions occur
  • Develop strategies to enhance the customer’s After Sales Experience
  • Implementation and training to achieve desired results

Case Study

Challenge

  • Lacked a comprehensive means of tracking and managing repair orders for service organizations´ 80,000 customer, Certified pre-owned and stock repairs
  • Needed a way to improve the customer service experience by providing easier access to relevant information
  • Repair center and store service teams were spending too much time fielding requests for repair status.
  • Manual tracking process was troubling.

Results

  • Improved communication generated higher sales & customer satisfaction.
  • Repair center and store service teams became far more productive, now able to spend more time on higher value activities.
  • Cost effective: higher productivity also resulted in payroll savings, significantly increasing profitability on higher sales.
  • Customers responded; survey results showed a higher level of satisfaction as the program evolved.
  • Customer retention was achieved.
The more we can communicate with our customers, the better the experience becomes. i-Sight keeps everyone in the loop and will allow us to be much more productive and proactive.
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