Dubai- ( August 22, 2004 )-- Innovative techniques to boost customer satisfaction with after-sales service have doubled workshop sales throughout for Arabian Automobiles, Nissan's soul dealer in Dubai and the Northern Emirates.
Since introducing 24-hour service facilities, a taxi service for customers, and a highly cost-effective full maintenance package, the number of cars serviced has soared from 175 a day to more than 280.
Customer retention is running at close to 95 per cent and expansion plans are under way at the company's three Dubai sites to cope with the demand from Nissan owners.
“Quality servicing at reasonable price has always been a major headache for UAE motorists – no matter what make or model they drive, so we set about putting this right,” says AAC's national service manager Ganesan Mahadevan .
“In less than two years, we have managed to transform the entire operation and the level of satisfaction. No other auto dealer in the region can even come close to what we are achieving – and this is still just the beginning.”
AAC's vehicle sales have put roughly 50,000 Nissans on Dubai and UAE roads so far, and the aim of the company's service department is to have their owners choose AAC workshops as their first option for service and repairs.
“Historically, many car owners would stop taking their car to the dealer as soon as the warranty services were completed – no matter what brand or model they drove,” says Mahadevan. “They would choose the cheapest or most convenient alternative, if they bothered with regular maintenance at all.
“Clearly, this does not make business sense – for the dealer or the owner. We began a program to make a dramatic difference to the quality and value of our service delivery, coinciding with owners becoming increasingly conscious of the importance of after sales care in maintaining resale value and ensuring maximum value during the lifetime of the vehicle.
“The results speak for themselves, and we can say with confidence that Nissan owners now get unequalled levels of service convenience, quality, and value.”
AAC's after-sales network now comprises of nine fully operational service facilities staffed by 500 mechanics, technicians, and service advisers trained to the highest international standards.
Customers can use online facilities to book their vehicles for servicing, and to obtain quotations on new purchases and accessories.
Workshops are open from 7am until 9pm for dropping and collecting vehicles, and round-the-clock shifts minimize downtime in getting vehicles back on the road.
Free taxi transport is provided to home or office, and highly cost-effective full-maintenance plans take the pain out of payment.
Under AAC's ‘Ideal' maintenance plan, a customer buying a new Nissan Sunny can pay 3,500 Dhs to cover all service and repairs (excluding tyres) for three years or 50,000 km. When added to monthly repayments, the peace of mind created by the plan costs only a few Dirhams a month.
“These factors not only give existing owners a strong sense of security, they also have a very favorable influence on convincing prospect buyers that investing in a Nissan is the correct decision,” says Mahadevan.