Drive Vauxhall wanted to ensure its retailers were making the best use of video to maximise the group’s investment with CitNOW and drive a great experience to customers.
Drive Vauxhall Group operates at 16 locations nationwide covering the Midlands, the North East, the South West and East Anglia.
The CitNOW Academy provides support and learning for all our clients. When Drive Vauxhall engaged with the Academy in early 2019, they were keen to increase the quantity of eVHC and quality of video. The approach was to engage all After Sales and Service Managers first, followed by visits to each retailer workshop
As well as ensuring Drive Vauxhall workshops had all the information and skills to be able to use video, it provided the opportunity to engage with CitNOW users directly. Involvement at this level provides insight and helped us to gain direct feedback and suggestions on how our products and services could be improved.
The Roadshow began with a Management Workshop where the Academy delivered business insight and best practice to Managers. The workshop was held at Drive Vauxhall’s Head Office in Leicester, and consisted of approximately 30 delegates attending a fun, engaging and informative day, prior to beginning the Roadshow the following week.
The response from around the group has been extremely positive and already the impact is being felt around the business with an uptake in performance and responses. The number of personal video messages sent has increased by 88% with a corresponding uplift in watch rates of an impressive 58%. Video reviews from customers has increased by almost 40% and there has also been an increase in amber follow up usage.
At CitNOW, we’re committed to ensuring our clients are able to make the best use of our platform which is reflected in the learning our Academy delivers, using a blend of face to face and eLearning resources. We are always delighted to meet CitNOW users to further develop their video skills and processes. Any Retailers interested in arranging on-site video training can get in touch with our Academy team.