Case studies

8

Background:

Under the stewardship of Carlos Ghosn, Renault recognized that in order for them to compete more effectively against customer satisfaction ratings globally, they had to implement an ambitious program to equip the dealer channel with the skills to manage the sales and service process more effectively.

Objective:

To improve customer satisfaction ratings globally.

Approach:

Through Consalia's partner in France, Consalia collaboratively created a sales and coaching management program designed specifically for Renault. The program embraced the identified 'Best Practice Processes' for maximizing sales opportunities and customer satisfaction, as well as managing the service business effectively.

Outcomes:

From 2005 to 2009, Consalia's worldwide training and consulting action on the dealership networks allowed Renault to raise the percentage of “Totally Satisfied Customers” from 72% to 85%. Furthermore, Renault confirmed that as a result of our intervention programs they have been able to close on a total of 182,000 new renewing customers per year.
The success of the program has led to two further interventions with Renault:

1. A recruitment engagement where Renault has leveraged Consalia's recruitment assessment tools to help them find the best possible candidates for positions in sales and service for their dealer channel.

2. Business simulation exercises designed to reinforce the skills that were taught in the first round of their sales transformation project.