Brief

Create a single point of contact for all inbound customer, staff and dealership relations. The entity to become in effect an outsourced Marketing Department.

Implementation

An in-house contact centre was created manned with a full-time staff of two overseen by a manager. A non-geographic number was arranged for all inbound calls, a global email address, and a prospect database created for inbound enquiries.

The centre now handles thousands of calls a year, fulfils similar amounts of brochure requests and customer enquiries, organises many dealer events around the country and provides marketing data to head office.

Along with the customer interface function, SMS has produced a number of direct marketing campaigns, advertising promotions in the national press and magazine titles, outdoor billboard campaigns, and produced the launch of three new vehicles.