Wearnes Automotive rolls out real-time customer feedback system across Asia Pacific

Wearnes Automotive, a major car distributor and dealer in Asia Pacific, has rolled out a real-time customer feedback system across seven countries. This system includes an application called Wearnes Customer Online Response & Engagement (Wearnes CORE), which sends instant alerts to service managers and senior management whenever there is a service lapse.

According to Andre Roy, CEO of Wearnes Automotive, Wearnes CORE aims to resolve any issues or dissatisfaction that a customer has experienced before he or she leaves the service centre. A proprietary iPad program and application have been specially developed for this system.

Said Roy: "This new system complements our monthly customer feedback survey and allows us to act immediately. We have noticed that a lot of times, customer dissatisfaction stems from misunderstandings that can be easily resolved on the spot. This system alerts us to this so that any service lapse is addressed before customers leave the service centres."

Wearnes began piloting the app in Wearnes' Volvo Car service centre in Singapore. The rollout across all workshops in the region is almost complete, with the system already in place in Singapore, Thailand, Hong Kong, Malaysia, Indonesia and China, with Vietnam in progress.

Wearnes CORE solicits quick feedback from customers who have taken their cars to Wearnes Automotive for servicing. Customers can grade their overall experience as 'Impressive', 'Good' or 'Could Be Better' on an iPad presented to them upon completion of a job.

if a customer selects 'Could Be Better', an SMS and email alert is sent to the brand's service manager. This allows Wearnes Automotive to respond to the situation quickly. In the majority of cases, the service manager is able to speak to the customer before they leave the service centre and resolve any issues or concerns.

To further improve customer service, all Wearnes showrooms across all car marques in the entire network will house a specially designed monitor to show the level of customer satisfaction in the region for the month.

"The system allows us to be as transparent as possible so that our customers can be confident about our service levels," said Roy.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Using artificial intelligence to surprise your customers

​We have expected artificial intelligence (AI) will become part of our everyday lives for quite some time.

Katja Forbes

Founder and chief, sfyte

Is customer segmentation dead?

Ginni Rometty, the CEO of IBM, announced the death of customer segmentation five years ago saying, "The shift is to go from the segment to the individual. She might have been a bit premature for most marketers, but if customer segmentation isn't dead yet, it's definitely on life support.

Richard Taylor

Senior digital strategist, Spinach

How people buy brands

Andrew Ehrenberg was a giant in the field of marketing science. He believed scientific methods could reveal law-like patterns of how people buy. In this post, I summarise one of Ehrenberg’s most important discoveries and its implications on how people buy brands.

Kyle Ross

Strategist, TRP

What a great article. Thanks for sharing. Today Digital Marketing is the basic need for a business to survive. As online presence is very...

Ecomsolver Private Limited

Want to master digital transformation? Stop thinking about your own problems

Read more

Feeling grateful that customer led digital transformation could improve business and generate more business growth. Many companies are no...

Lilly Lawrence

How a customer-led digital transformation has helped this CMO generate $6m in incremental business

Read more

If a business games me happy than there is a higher chance I will go to them.

Martinez

The Iconic: becoming customer-focussed transformed our business

Read more

That’s a great example of surprising AR ad that went viral because it was first of its kind. Probably a similar effect to some scale can ...

Natasha Kvitka

Using artificial intelligence to surprise your customers

Read more

Hey there! it is a really meaningful post. I too have written a few similar articles about SEM, SEO, Social Media, Digital Marketing Tren...

Rohit

Digital advertising continues to dominate marketing budgets

Read more

Latest Podcast

More podcasts

Sign in