Situation: Consumer perceptions of the Fiat and Alfa Romeo brands in the UK were deteriorating rapidly, largely as the consequence of owners' severe dissatisfaction with their dealers. As a result, revenues and profits from sales and after-sales activities alike were falling for both the manufacturer and its retailers.
Solution: Fiat UK retained Panache's Customer Analysis & Retention Systems (CARS), whose unique satisfaction measurement-based interactive customer relationship management programs had already achieved highly positive results for Saab GB, GM-Vauxhall, and a number of large multi-brand/multi-site dealer groups.
Result: A 24-month analysis of dealership workshop records demonstrated that CARS after-sales customer contact increased loyalty by 21% and delivered a 327% return on investment. Even though it was the manufacturer who originally initiated the program, the dealers valued it so highly that they voluntarily assumed 50% of the costs.