Issued by: Conexus


Commencing with the Nissan National Sales Companies in Mauritius, Ghana, Tanzania, Kenya and Zambia, the African Regional Office of Nissan South Africa turned its attention to the growing demand and service levels in these markets. In order to ensure that this new market was receiving the highest standard of sales and service, a leading call centre company, Conexus, was employed to conduct outsourced telephonic research to ensure measurement of customer feedback and results within 48 hours after visiting the Nissan National Sales Company.

However, conducting research in Africa presented many challenges for the Conexus team. To name a few:

• There is a lack of resources available in the various African countries, where technology is less advanced and customers are less accessible.
  
• Another issue was language, who can speak which dialect and what about accents?
  
• Different time zones across the continent could affect timing of delivery and force odd working hours.

At first, the project was approached with much caution and with some apprehension. Nevertheless, Conexus was able to successfully penetrate the market and receive results that were easy and helpful to the Nissan National Sales Companies in sub-Saharan Africa.

This was achieved by implementing Tactix, Conexus' advanced telephonic interviewing system which was able to provide a real-time reflection within 24 hours of the customer's sales or service experience.

Jake Orpen, Managing Director of Conexus explains that, “in a nutshell, Tactix is able to receive or import customer transaction data from yesterday's service or sales events and then display these in an ordered way to a group of call centre agents who are tasked with conducting a brief follow-up.”

What have the outcomes been thus far?

Conexus have had a successful contact rate of 700 customers per month. Through this, Nissan have been able to give their customer a voice, using the feedback to improve their sales and service offering. “Customers really responded positively, providing extremely useful feedback,” commented Orpen.

Another benefit is that Tactix provides the possibility of tracking results over time, so Nissan is able to monitor the ups and downs and ensure continuous improvement over time. Nissan is able to set a benchmark for the automotive industry as they continuously define and refine successful sales and service satisfaction.

This kind of feedback is really beneficial to the Nissan National Sales Companies as it provides close to real-time feedback within 24 hours of the sales or service experience. Tactix also allows for incentives based on the performance of the Nissan National Sales Company by implementing a reward scheme, thereby driving continuous improvement.

Looking more broadly, it also has benefits for our customers!

Very interestingly we found that these customers really appreciated the fact that they were asked for their feedback and were more than happy to have their voices heard. Orpen commented that “in many cases it was difficult to keep the interview short, a sharp contrast to what has been experienced with South African respondents.”

Once again, by allowing Nissan to hear what our customers have to say, we are able to give them what they want!

On the whole, it sets the industry standard and keeps everyone on their toes which means that customers can expect better sales and service from all automotive distributors...

By shifting expectations, what started out as a seemingly challenging project has turned out to be a huge success. The African Regional Office of Nissan South Africa have turned this feedback into profitable returns through high quality sales and service, not only in South Africa but now also across Africa.

Visit our PRESS OFFICE: Conexus is a leading, award winning Customer Interaction Solutions company driven by passionate people. With significant investments in Call Centres and software applications, Conexus is able to provide clients with a full suite of innovative 1-to-1 Relationship Marketing, Sales and Service solutions.- more....

[11 Jun 2008 17:43]

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