Advanced Automotive Trading Co. (AAT), the exclusive distributor of Alfa Romeo, Chrysler, Dodge, Fiat, Fiat Professional, Jeep®, Ram, SRT® and Mopar® in Jordan, has put in place a dedicated team using an advanced new system – Autoline – to further enhance customer service and satisfaction levels.
The Customer Relationship Management (CRM) team is headed by Fadi Shamel, and supported by Abu Daieh (representing the Sales Department) and Mervat Asmar (After Sales) with Diane Sweis in a supervisory role.
“Autoline’s CRM module is a comprehensive marketing tool designed to manage the business processes that will help us further increase customer satisfaction,” said Shamel. “It will ultimately make our customer interaction even more efficient, as it enables us to better manage contacts, enquiries, transactions, marketing campaigns and gather CSI feedback.”
AAT continues to grow its market share, and as its sales and brand portfolio expand, recognises that customer satisfaction is a vitally important factor in maintaining and growing its position in the market.
“There are a number of key objectives behind our investment in this new CRM structure and system,” said Shamel.
“We have to adapt to changes in our customers buying and maintenance behaviour, provide them with enhanced service, personalise our relationship with them and retain them by delivering consistently high levels of service throughout the company – this is very important to us and our CRM team will be continually monitoring and enhancing customer service and satisfaction levels throughout all of our departments, starting with the vehicle purchase process and right through to after sales.”
The Autoline system means that AAT will be able to take further strides in enhancing service throughput, meaning even greater customer convenience, as it will ensure that workshop capacity is optimised through the best allocation of technicians and jobs – real-time visibility gives complete control over what is happening in the workshop, maximising efficiency.
“Today, our customers know more, share more and expect more than ever before,” said Shamel. “To earn their loyalty, we must stay connected with them at every stage of their purchase journey and beyond, delivering, and exceeding the levels of service and care that they expect and deserve – this is our commitment.”