Satisfied customers are one of the most important means of competition for the car dealer industry. In 2010 Bilia implemented several successful projects with a focus on increasing customer satisfaction.
Bilia’s presence on the Internet continues to have high priority. New online services are constantly being introduced. Among other things, a new tyre site was launched in 2010 that simplifies purchases of tyres and wheels as well as appointments for tyre change.
Via the website the customers can also chat with salesmen and make appointments for service, tyre changes and glass repairs, as well as get information on car models and equipment. The auction website Netbil is yet another online service in the Bilia Group. Both private and corporate customers can auction off their cars there at a fixed cost.
The goal is to achieve 100 per cent accessibility. This applies to all customer channels – website, telephone, chatting, text messaging etc. – and requires good technical solutions. In the autumn of 2010, Bilia began the process of replacing their technical platform for telephony. Bilia has also decided to establish a call centre with agents available round the clock.
Prices among Bilia’s competitors are similar, which means that customer treatment is a crucial success factor on a tough market. For that reason it is important that the employees are dedicated and have the right professional competence. Job satisfaction is measured regularly, and Bilia invests in tailored trainings.
Bilia’s core values – Accessibility, Interest and Attractive Car Ownership – are based on two cornerstones: professional competence and an interest in people. Living up to these core values is important. One part of this is that customers who phone are always greeted with “Welcome to Bilia”. In the autumn of 2010, Bilia carried out an in-house project where the goal is that everyone should be aware of their role as a seller of the company’s brand. Everyone who comes into contact with a customer should provide good service and preferably exceed the customer’s expectations.
The new customer promise All the Way, with the tagline “Everything to do with ... And then some”, links customer focus with ambitions regarding sales. The whole company should show a willingness to help the customers with everything to do with their car ownership, and then some.