Published: 20 Aug 2013

Jennings Motor Group’s service call centre in Washington has reported a substantial increase in the number of service and MOT bookings, compared to figures reported for the same six month period in 2012.

Independent and privately-owned, the multi-franchise group, which operates Jennings Ford, Kia, SEAT and Mazda dealerships across the north east, set up the dedicated service call centre in 2010, with the overall objective to further improve customer service and increase after sales business.

During the first six months of 2013, more than 4116 customers booked their vehicles in for a service and/or an MOT at the group’s aftersales centres across the region, compared to a total of 2375 for the same period in 2012.

Brian Johnston, group service and bodyshop manager, puts the recent influx in bookings down to a number of contributing factors, he said;

“Advances in technology, coupled with competitively priced products and an exceptional customer service from staff at the group’s service call centre and the service, MOT and parts departments, have all played a pivotal role in the recent increase in bookings across the group.

“We are also able to cater for retail, business and fleet customer’s aftersales needs and the service call centre communicates with these customers via a number of channels, including telephone, text messaging, email, direct mail and social media.”

Initially, the new service call centre business initiative was implemented at the group’s Ford dealership on Eslington Park in Gateshead, where two service call centre advisors were responsible for liaising with existing and potential customers to organise and confirm service and MOT bookings.

Since then, not only has the service call centre developed to cater for all of the group’s Ford, Kia, SEAT and Mazda dealerships, but the department has also expanded and now consists of a five-strong team, which is headed by senior service co-ordinator, Mandy Hoyle.

Mandy is responsible for overseeing four service call centre co-ordinators who are responsible for liaising with customers, organising and confirming service and MOT bookings, following up future work to be carried out on customer’s vehicles and promoting exclusive special offers available.

For more information about the service call centre or to make a booking or contact 0191 4153654.

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