FJ Chalke have been using Mediahawk for over 5 years, using the insight to improve their customer service. The data also enables them to continually improve and strengthen their sales processes at all levels - creating a positive loop: Strong sales processes lead to happier customers, providing more opportunities to do business resulting in happy sales people.
Improved customer experience
By analysing their calls, FJ Chalke were able to identify a number of areas for improvement within their dealership:
- They were able to eliminate customer pain points in the business by employing a member of their team to listen to calls, score and categorise them and attribute them to the correct marketing source.
- They were also able to pinpoint potential lost sales opportunities through inefficient processes. Call analytics allowed them to review their processes to ensure all enquiries were managed properly.
"We have been using Mediahawk's call tracking for over five years to help us make better marketing decisions in our business. The introduction of call scoring and listening to our recorded calls, has raised the game even higher. The increased insight has put in place a series of changes that we would not necessarily have had the confidence to make. These changes are vital to the future of the business to ensure FJ Chalke thrives for another 80 years."
Steve Fowler, Dealer Principal, FJ Chalke