Motor Land (SteadyControl Human Resources Control and Management System)

2019: Improving Customer Service with SteadyControl

Director of Motor Land Motor Dealerships Alexey Gordobaev spoke about the implementation of the SteadyControl system, the principle of its work and the results achieved in two years after implementation:

{{quote 'SteadyControl has become a valuable and important tool for us to respond to it: now all business processes are digitized into a single system, we see growth points and bring the level of service to the maximum. Another huge plus of SteadyControl is the ability to remotely manage any number of employees and salons

.

The system monitors absolutely all actions of our employees in working with clients. The program monitors script compliance and evaluates staff performance on a daily basis. Principle of operation: each front-line employee (employees of the first line of interaction with clients - RBC note) is given an audio page, which turns on and records the dialogue at the time of communication between the employee and the client. At the same time, video recording is being conducted: the office and demonstration cars are equipped with "smart" surveillance cameras. Audio and video are then combined into a single track to assess staff performance. Using the neural network and artificial intelligence, an automatic analysis of the dialogue between the employee and the client for the implementation of all items of the checklist is carried out. As a result, we receive a daily digital audit of each contact. Basically, every customer we have becomes "secret."

Employees have access to a service where they can see their assessments and the execution of checklist items.

The main result is that all our dealerships have come to a single checklist. We realized this task for 5-7 months.

Today you can track the work on each of the checklists, assess its effectiveness. This allowed to increase the percentage of compliance with service standards:

• The quality of service on the service on internal checklists has been increased from 80% to 98-99%;
• Sales compliance increased from 65% to 87%;
• the level of compliance with the client's meeting criteria in the NissanGeely salon/increased from 80% to 100% from April to November 2022;
• Customer needs are identified 100% of the time, compared to 53% when SteadyControl was implemented
• The quality of the purchase benefit presentation increased from 75% to 100% in two months^[1]

Notes