Progress helps Charles Hurst Land Rover improve Customer Satisfaction

Charles Hurst Land Rover in Park Royal, a part of Lookers Plc, installed the Progress Insight software a little over a year ago, to help resolve customer communication problem areas within their Service department.

The Progress Insight tools implemented in the Service Department such as two way text messaging, phone call tracking and historical inbound and outbound email storage had an immediate effect on their customer communication. In fact, within a month of the install, Customer Satisfaction Index (CSI) scores had risen in the Service department by 10%, and have continued to improve through their use of their system. Year on year our rating for the question “ Opinion of the way in which you were informed on the progress of the work being carried out ?”, has increased from 40% to 86%.

General Aftersales Manager at Park Royal, Paul King commented, “We’ve been very impressed by the way that Progress Insight has improved our customer satisfaction scores at the dealership. The system stores all Service advisor and customer email and text message exchanges for ease of retrieval on the job card, and our rising CSI score is a real reflection by the customers that we are improving the way we communicate with them.”

Charles Hurst Land Rover has also recently taken the electronic technician clocking module of Insight. This has saved at least an hour a day in administration time spent processing manual clocking cards, and has also reduced their overheads.

For more information, please contact:

Ritchie Kelk,
Progress DMS,
Tel:  +44 (0)845 257 9306
Email: ritchie.kelk@progressdms.co.uk

Paul King,
Charles Hurst Land Rover
Tel: 020 8938 1300
Email: paulking@charleshurstgroup.com
Web: www.charleshurstlondon.co.uk

Progress DMS have also produced and support Charles Hurst’s Land Rover and Jaguar websites:

Charles Hurst Land Rover

Charles Hurst Jaguar