A Terragni Case Study Engagement in the Automotive Industry TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective Framework What We Did Insights Business Outcomes 94 dealers Across 56 Cities Matrix channel structure of own team. Models 16 Dealer team for sales & service. Global Luxury Car Leader
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective Framework What We Did Insights Business Outcomes ⬆Enhancing post purchase experience. ⚖Creating a consistent experience across all dealers. ⬇Reducing churn on “out of warranty” service customer. Using service experience for repeat purchase. Based on “J.D. Power” studies, moving bottom 3 dealerships up the median level.
Client Background Challenge Objective Framework What We Did Insights Business Outcomes To identify Barriers to engagement of dealers with organization. Barriers to engagement of customers with dealership and brand specifically related to post purchase. ♥Emotions and attitudes associated with the product category & their service impact on customer behavior. Assess the customer centricity of dealership personnel based on which individual development plans and employee engagement plans to be defined. TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective Framework What We Did Insights Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 1 2 3 Purposively sampled In-depth Customer Interaction Sample Qualitative Insights Quantitative Analysis of business transaction data Widespan (online) neuroscience-based assessment Quantitative Insights Consumer Neuroscience Based Widespan Assessment
Client Background Challenge Objective Framework What We Did Insights Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Redesigned post-purchase experiences to cater differentially to different target groups. Created friction-free and high-velocity touchpoints for service advisors, workshop supervisors, billing, call centers. Redesigned customer communication to reduce cognitive load and give customers a sense of control Shifted behaviours of key leaders across dealerships.
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Barriers Business Outcomes Cognitive effort on the billing process/touchpoint drives the perception of being overcharged causing customers to seek external servicing when “out of warranty”. ⬆High lead time for service appointment and service TAT during specific peak seasons in the year, affects both booking of service appointment as well as delivery of vehicle post service. High physical, time and cognitive effort seen. ❌Poor systemic response to root cause analysis at dealer level, therefore persistent repeat occurrences of issues, considered “solved” earlier. The company launched newer models meant for young, urban, HNI women but post purchase experience still aligned to earlier TG (older, affluent men). High dissonance between pre purchase and post purchase experience, leading to a poor propensity to recommend.
Client Background Challenge Objective Framework What We Did Barriers Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Improved revenue from out of warranty servicing. Enhanced revenue through sales of genuine spares and company authorized accessories. ⬆Enhanced ranking of 2 of the 3 bottom performing dealerships. ⬇Reduced internal Cost of Service due to elimination of re-work. Enhanced Customer Connect especially for the emerging TGs, as evinced from spurt in high propensity to recommend amongst these TGs.
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