Background
Driverscope provides a range of communication and performance management services to the automotive industry. It was founded and is run by Clive Steel a veteran of the automotive software market, who had conceived and specified a range of applications to be sold as a service to the franchise dealer market in the UK. Clive needed a reliable technology partner with the appropriate expertise and infrastructure to help him develop and deliver services on behalf of his clients.
Business Challenge
Driverscope had identified a way to improve how franchise dealers managed their customer satisfaction surveys and how these results could be used to improve loyalty, revenue and margins.
Prior to the introduction of Driverscope's “Loyalty Driver” service, dealers used to have a variety of methods for handling their satisfaction index. This usually involved the dealer employing a third party call centre to make calls on their behalf or using internal sales staff to make calls.
Both of these options meant the dealer manager would have to firstly identify who to call then provide such a list to the 3rd party or internal teams. This often meant a delay of two weeks or more between a customer visit and the call to check the level of satisfaction. Often the whole process broke down because it depended on busy managers to take time to prepare data and initiate another process.
The idea of the call is to identify which, if any, of the client’s customers is in any way dissatisfied with the overall level of service they have received. Having identified a customer who is dissatisfied, the service then needs to be able to alert the customer service team immediately so that remedial action can be initiated. A further extension of this service is the ability to compile common reasons for dissatisfaction among customers and present reports to that effect. On top of that there is the need to be able to compare and contrast the performance of different service departments within a particular group, region or franchise.
All of this needs to be done as a low-cost simple to implement and run solution for the franchise dealers. The scarcity of IT personnel within those organisations puts the emphasis on complete automation of the process and outcomes wherever possible.
Solution Overview
In order to help Driverscope develop a solution, Voicescape first of all had to understand what the key work flow requirements were, where all the required data was and what the reporting requirements were.
Using a number of its technology solution components, Voicescape was able to build an application for Driverscope that met all of the business challenges.
One core challenge that the solution had to meet was the extraction of the relevant data against which to make the satisfaction survey calls. Within the franchised dealer market there are a variety of diverse dealer management systems (DMS). Each DMS stores the customer data differently and access to that data ranges from simple to extremely complex. This element was the crux to the necessary level of automation that was required to ensure the success of the Loyaltydriver service for Driverscope.
Fortunately this type of challenge is at the centre of the Voicescape approach to application building, so two alternative methods were devised that have so far matched every requirement.
The whole solution is web based and accessible via secure internet connection with the usual username and password protocols. There is a hierarchy of access levels with the appropriate information and reports available accordingly, all of which is provided in real time. The service is also programmed and configurable to ensure that the specified people within the client business are alerted when certain triggers are met.
Conclusion
Driverscope have been running their Loyaltydriver service in partnership with Shell Lubricants in the UK for about 18 months and have enjoyed a considerable degree of success. A second phase of development has recently been commissioned by Driverscope as a greater understanding of the market’s requirement has evolved. When asked recently, Driverscope Managing Director Clive Steel had no hesitation in recommending Voicescape: “What started out as a typical supplier agreement has grown much more into a partnering arrangement. Their willingness to engage in the process of distilling the best long term solution, combined with their proven expertise and experience has been a large factor in our ongoing success.”
