A tool to meet customer expectations
Rinta-Joupin Autoliike has obtained a comprehensive tool for real-time monitoring of customer satisfaction and sales management from Buenno.
Rinta-Joupin Autoliike Oy is one of the leading car dealership chains in Finland. The company employs more than 600 people across Finland, represents 18 different car brands and sells more than 30 000 vehicles per year. In addition, they have service and repair operations in 11 locations.
Rinta-Joupin Autoliike has long experience in monitoring customer satisfaction through various surveys. However, the company was not entirely satisfied with the amount of responses and information received:
“The number of responses we get through Buenno is really high compared to previous services we have used,” says Susa Niemelä, Digital Business Manager at Rinta-Joupin Autoliike.
Better sales management
Another important objective was to find a survey tool that could be genuinely integrated into the day-to-day management of the company.
The results are also shown below the line. Rovaniemi Sales Manager Kimmo Lokka gives an example of how he used Buenno’s answers to coach a new salesperson:
“The salesman gained confidence and increased the hit rate by 17 -> 36 % during the month. “Kimmo Lokka, Sales Manager, Rinta-Joupin Autoliike
“The new salesperson was behind on sales targets and Buenno’s responses helped us identify one of the key reasons for this. We retargeted customers who had rejected the offer and one in three of them ended up closing the deal. The salesperson gained confidence in doing business and increased their hit rate over the month from 17% -> 36%. Sales targets were well exceeded the following month.”
Timo Marttila, Development Manager at Rinta-Joupin Autoliike, says that the staff has actively adopted Buenno. You often hear the sales staff discussing Buenno and the Buenno level. The intelligent functions enable feedback to be channelled correctly within the company:
“With Buenno, managers can guide salespeople every month with real customer data and have a constant view of their store’s performance”
More satisfied service customers
In addition to sales, Buenno is also used to ensure the satisfaction of service customers. It is particularly important to receive comprehensive feedback in order to improve customer satisfaction on a store-by-store basis:
“The cooperation with Buenno has gone well. I am particularly pleased with the high response rates and how well we are getting concrete open feedback from Buenno”, says Heikki Tanner, Service Manager.
Identifying areas of development for the whole company
””After just one week of use, we saw the first clear areas for improvement and were able to address them.” Susa Niemelä, Digital Business Manager, Rinta-Joupin Autoliike
In the senior management of Rinta-Joupin Autoliike, Buenno is used, among other things, to identify company-wide development areas:
“After just one week of use, we saw the first clear areas for improvement and were able to address them,” says Susa Niemelä.
Buenno is also an important help in the planning and implementation of coaching. Timo Marttila, Development Director, will tell you more:
“Customer satisfaction is also an important part of staff training. With Buenno, we can easily identify the themes we focus on in our coaching.”
“We have also received additional insight from Buenno on coaching, and professional observations on where to pay particular attention.”
In a fast-growing car dealership chain, it was important to find an effective tool for monitoring customer satisfaction and managing sales. Buenno has provided Rinta-Joupin Autoliike with a comprehensive tool that can be used effectively at all levels of the company.