ONE of the UK’s largest automotive retailers, Jardine Motors Group, is rolling out CitNOW video technology across its sales facilities.
The group has been using CitNOW’s market-leading Workshop product across the aftersales functions of its 70-site network since the beginning of the year and has been so impressed at its impact that it is now expanding the use of the technology.
Representing 23 manufacturers in total, Jardine Motors Group has seen a huge increase in the use of video in its aftersales departments – from 200 videos a month in January to more than 12,500 in October.
The transparency the technology has afforded the business has impacted positively on customer satisfaction. Commercial director Jason Cranswick said CitNOW had become a trusted business partner to the group.
He said: ‘We recognise that our customers expect us to deliver high levels of transparency and we felt that CitNOW’s products gave us an intuitive system with which to work and to deliver the right messages to our customers.
‘The customer benchmarks have changed. They want to and need to trust dealers and this use of video builds that trust in a way that wouldn’t be possible without CitNOW’s personalised communication.
‘Since we started using CitNOW Workshop to keep customers engaged and informed, we have seen continued growth in aftersales and the feeling is that it is also improving customer satisfaction. We are now using video extensively throughout the business and it has become the ‘‘new normal’’ for us.’
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