Unlimited Passion
Realising True Brand Potential
Land Rover is where adventures begin; where the challenges of the great outdoors and the joy of exploration are brought to every driver through the brand ethos ‘Go Beyond’.
The need:
Land Rover required a partner that would deliver all aspects of its required customer relationship solution to include:
- The delivery of a comprehensive approach to customer handling.
- Management of customer acquisition from enquiry handling to brochure requests and test drives.
- All aspects of retention management to include re-purchase cycle management and organisation of experience days.
- To use a single customer view in order to build one-to-one relationships throughout the purchase lifecycle.
The solution:
A Single Customer View was developed that:
- Had a two way feed from Synectics Solutions to provide customer history.
- Improved the information gathered by telephone, internet and coupon; supporting dealer relationships and enhancing current sponsorships, and associations.
- Incorporated retention service calls at 12, 24 and 36 months to gather more information and enhance the single customer view.
- Supported tactical outbound telemarketing campaigns.
- Strengthened the customer renewal process on finance agreements.
- Provided end-of-month reporting to show performance of individual dealerships and regions.
- Allowed us, and continues to allow us to develop contact strategies for different media platforms (national and regional press, DM, internet, sponsorship activity, radio, outdoor and national TV), attracting prospective consumers from a wider audience and maximising response.