Skoda India’s roadmap for the future had a clear destination: ramp up product offerings and drive growth in India’s booming auto market. Critical to success was delivering a consistently excellent customer experience on the floor at each of their 70-plus dealerships. Skoda enlisted KPMG in India to help steer them in creating a unified and outstanding experience across every dealership’s customer sales and service journey.
KPMG’s professionals identified the gaps and ‘pain points’ in Skoda’s existing customer experience and devised a sweeping initiative for dramatic improvement.
The result? A comprehensive new training and innovation program that included: major process changes to integrate technology and mobility platforms; new dealer management and measurement systems; data analytics tools to monitor customer data; and enhanced digital marketing and sales pitches. Customer engagement and satisfaction have increased and so have sales.
Skoda is now in the fast lane to driving growth.