RESEARCH

Turning logistically complicated service into a manageable and hands-on approach to each client, called for a substantial research.

We needed to dive into:

• The potentials of work system at Porsche Slovenija.
• The work flow between Porsche Slovenija and its dealers for Volkswagen, Audi, SEAT and ŠKODA brands.
• The needs and expectations of car owners, whose trust in the car brands was weakened by the “Dieselgate” affair.
• The details of “Dieselgate” problem.

STRATEGY

Creating a complex tool with simple and effective results took some thinking and action.

• Devise a diagram of the process and activities that is the base of system’s backbone and a model for every future customer handling.
• Activate the technical, creative and production teams that work together in establishing errorless, connected and automated system.
• Advise the client on approaches to customers (means of invitation and service date reservation, offering different means of transport during service, treating each waiting client with champagne or coffee, attending to each waiting client by sales representative, loading credit on a loyalty card after completion …).
• Folow-up activities to track the customer’s satisfaction.

PRODUCTION

We had to create a system that enabled:

• stress-free, helpful service,
• tracking and follow-up for each client,
• real-time data individualising the experience for every single client and
• a tool for an effective work process.

DISTRIBUTION

System was custom made, used by service partners of Porsche Slovenija (service advisers, directors of service partners, directors of brands, top management). PM presented the system briefly at a workshop. More wasn’t needed as the system was designed thoughtfully, so the learning curve was very short and the use highly intuitive.

MANAGEMENT

The “Dieselgate” car recall is mostly completed, so this custom tool is half-closed. However, the system proved to be extremely valuable for the service industry and could be applied to a variety of purposes.

RESULTS

Evolution and growth of service quality, successful brand trust building and nearly 100 % satisfaction rate translates to future cooperation between PM and Porsche Slovenija.