TBG Group works alongside Cross Street Group helping them manage their CRM and pipeline their existing and new customers for their Swindon Old Town Garage
The Cross Street Group based in Swindon, Wiltshire, comprises of Cross Street Garage, Cross Street Used Cars, Cross Street Customs, Cross Street Cars and Cross Street Travel and offers everything from car sales, vehicle repairs and van customisation to Taxicab services and mini-bus hire.
Working together with the Managing Director, Sat Nijjar and his team at their Transfer Bridge location, TBG Group worked tirelessly to assist Cross Street Garage in the management of their in-house CRM and managing their existing, new, and potential customers.
Campaign Objective and Project Background
TBG Group were tasked to run an outbound calling campaign to assist Cross Street Garage, in their management of their CRM and to assist them in booking in MOT’s and services for existing and previous customers.
Services Provided:
TBG Group worked closely together with the Transfer Bridge manager of Cross Street Garage, Rickie Nijjar. The aims of the campaign were two-fold, one, to manage and data cleanse the existing CRM, and two, to book in MOT’s and car services for existing and previous customers, all the while gaining valuable market intelligence that could be fed back to Cross Street Garage.
TBG Group worked closely together with the Transfer Bridge manager of Cross Street Garage, Rickie Nijjar. The aims of the campaign were two-fold, one, to manage and data cleanse the existing CRM, and two, to book in MOT’s and car services for existing and previous customers, all the while gaining valuable market intelligence that could be fed back to Cross Street Garage.
Project execution
At the beginning of the campaign, TBG Group met with Cross Street Garage manager, Rickie Najjar at their Transfer Bridge offices, a series of meetings were held at their site, to allow TBG Group’s agents the opportunity to understand the use of their in-house CRM “DMS Navigator”, and the use of “Basecamp” – a tool used by Cross Street Group for internal communication.
TBG Group were tasked with making outbound calls to existing customers within their ACM data (Aftersales contact management) and “lapsed” data for Transfer Bridge customers. Calls were made to customers whose vehicles were either due for an MOT or a vehicle service within a specific time period and customers who the garage hadn’t seen for a certain period of time (Last 1 -3 years).
This meant TBG Group ensuring that customers and their vehicle information was up to date on Cross Streets CRM and meant liaising closely with the team at Transfer Bridge through their “Basecamp” system to ensure that the bookings were entered properly and that they had the availability for the MOT or Service.
TBG Group focused on gathering as much valuable market intelligence as possible, when understanding the reasons for a customer to be considered “Lapsed”.
Examples of these outcomes are, but are not limited to:
- Customers no longer living in Swindon.
- Customers finding garages more local to them.
- Customers having leased vehicles whereby the MOT and service needs are provided.
- Customers who no longer own the originally seen vehicle, and now chose to go direct to manufacturer of the new vehicle.
- Cost of Cross Street.
- Service from Cross Street.
TBG Group worked with care and attention when processing the information gathered and regularly updated these with the client throughout the duration of the campaign.
Project execution
At the beginning of the campaign, TBG Group met with Cross Street Garage manager, Rickie Najjar at their Transfer Bridge offices, a series of meetings were held at their site, to allow TBG Group’s agents the opportunity to understand the use of their in-house CRM “DMS Navigator”, and the use of “Basecamp” – a tool used by Cross Street Group for internal communication.
TBG Group were tasked with making outbound calls to existing customers within their ACM data (Aftersales contact management) and “lapsed” data for Transfer Bridge customers. Calls were made to customers whose vehicles were either due for an MOT or a vehicle service within a specific time period and customers who the garage hadn’t seen for a certain period of time (Last 1 -3 years).
This meant TBG Group ensuring that customers and their vehicle information was up to date on Cross Streets CRM and meant liaising closely with the team at Transfer Bridge through their “Basecamp” system to ensure that the bookings were entered properly and that they had the availability for the MOT or Service.
TBG Group focused on gathering as much valuable market intelligence as possible, when understanding the reasons for a customer to be considered “Lapsed”.
Examples of these outcomes are, but are not limited to:
- Customers no longer living in Swindon.
- Customers finding garages more local to them.
- Customers having leased vehicles whereby the MOT and service needs are provided.
- Customers who no longer own the originally seen vehicle, and now chose to go direct to manufacturer of the new vehicle.
- Cost of Cross Street.
- Service from Cross Street.
TBG Group worked with care and attention when processing the information gathered and regularly updated these with the client throughout the duration of the campaign.
Results
TBG Group successfully managed to cleanse the data that was within Cross Street Garages CRM across both their lapsed and Aftersales contact management data. TBG Group also contributed to a successful handover of MOTs and Service bookings for Cross Street Garage and processed these accordingly to ensure a pipeline of business and a smooth customer journey.
Results
TBG Group successfully managed to cleanse the data that was within Cross Street Garages CRM across both their lapsed and Aftersales contact management data. TBG Group also contributed to a successful handover of MOTs and Service bookings for Cross Street Garage and processed these accordingly to ensure a pipeline of business and a smooth customer journey.
Get in touch
Whatever your query is – we’re here to help. Speak to our experienced team by submitting a form below.
Get in touch
Whatever your query is – we’re here to help. Speak to our experienced team by submitting a form below.
