Jaguar CRM 360 Award

Dubai 5th of July 2018 - Zayani picks up prestigious CRM 360 award. We are delighted to receive further recognition from JLR, this time picking up the award for best CRM Programme in the MENA region. Jordan Walker, Brand Manager, who collected the award at the Jumeirah Palm Tower, commented “This award is great recognition for our CRM Team who have worked tirelessly over the last 12 months to develop our new industry leading CRM strategy. This new strategy, linked to our new CRM system, is providing us with invaluable data and customer feedback and has allowed us to shape our business in so many ways.”

There are a number of ingredients to the success of the programme but none more so than data. We are the only automotive retailer in the region who have a fully digitized sales, service and customer service process and are now capturing 100% of customer data on every visit or touch point. Our reception, sales and service teams are all equipped with iPads and we go through every customer journey using the latest technology and best in class process.

We have also made a significant investment in our CRM team, doubling the resource as we focus on gathering more and more customer feedback.  The CRM team are now carrying out over 1000 surveys per month as well as closely monitoring feedback and engagement levels on each of our CRM touch points.  We now have 28 touch points pre-programmed in to our DMS covering everything from surveys, to quarterly newsletters, to birthday wishes.  Based on customer feedback we are also increasing the variety of contact methods we offer with our new What’s App and Web Live Chat services launching soon.    

All of this activity has led to some amazing results and we have achieved some industry leading performances…

  • Over 98% of calls are answered within 10 seconds
  • Achieving below 0.5% abandoned calls
  • Achieving a service level of under 5 minutes to respond to web leads
  • Based on our CRM contact activities we have successfully exceeded the industry average rate by 24% via diverse customer-centric approaches and practices.
  • Achieved record high customer experience scores in sales & aftersales
  • Developed a new service allegiance programme for older vehicles
  • And of course, we are now the highest selling Jaguar retailer in the region