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!

Error: Please check your email address.
Show Comments

Blog Posts

Creating the ultimate customer-centric environment in 2018

All businesses today that are serious about being successful have adopted a customer-centric environment.

Katja Forbes

Founder and chief, sfyte

Embrace customer obsession to transform marketing into a catalyst for growth

In 2018, Forrester believes 20 per cent of CEOs globally will fail to act on digital transformation and put their firms at risk.

Michael Barnes

VP research director, Forrester

How challenger brands can win at biddable media

Challenger brands, especially in highly competitive markets, generally can’t match established players for media spend.

Chris Pittham

Managing director, Jaywing

While a lot has been said about AI and machine learning, I don't see it put to extensive use as yet. I will be happy to have it help the ...

Atul Dhakappa

Predictions: 8 digital marketing trends for 2018

Read more

Wowww! What A Awsome Blog! Thanks for this wonderful post I really got many valuable information through it. As a learner it's not so eas...

Mia Joseph

Predictions: 8 digital marketing trends for 2018

Read more

What you have said about AI, machine learning and voice activation is very true. Some of the other things we are already observing is the...

Atul Dhakappa

Predictions: 8 digital marketing trends for 2018

Read more

Yes, Digital Marketing now getting growth at the higher level. we can't predict today trends in the digital world. Nice stuff! Thanks for...

lorenso

Predictions: 8 digital marketing trends for 2018

Read more

I believe Digital Marketing is moving more toward social media and influential marketing. People are trying to grow their influence as in...

Rachel Kieran

Predictions: 8 digital marketing trends for 2018

Read more

Latest Podcast

More podcasts

Sign in