Case studies

A prestige car manufacturer introduced a whole new way of their dealers ordering cars from the factory.  A major change that required dealer learning and understanding changes in the way of thinking, and integration with ordering systems and business process to ensure smooth supply of cars to meet customer demand.  CSR successfully managed a detailed communication and knowledge-building programme over 18 months.

 A dealer group with 5 outlets has implemented an enquiry management programme that is proving effective and productive.  This involved developing the roles of customer-facing people, minor changes to systems and procedures to improve quality of performance and focus more on the important areas.