Complete

The ADM wide perspective solution addresses:

• Network management – maintain network-wide high customer service levels
• Dealership management – enhance sales and service centers performance
• Customer lifecycle management – establish direct customer relationships, bypassing the network

Easy to implement:

Each business line contains training modules. The ADM training modules are designed to facilitate change.

The training tool box includes classroom training, OJT coaching and change management methods.

Modular:

Modules can be implemented independently, concurrently or consecutively.

Scalable:

Each module can be implemented with different depth and breath of scope at the customer’s request.
Whether implemented partially or in full, ADM delivers a clear ROI for each implemented module.

Integrated:

Our solution integrates all key pillars of your organisation (e.g. sales, IT infrastructure, business or management issues, parts & accessory management, etc.). The methodology addresses business and organisational issues by building and growing the knowledge within your organisation.

Continuous incremental ROI:

The organisation gains value from day one through supplied “black box” tools and external analysis, immediate insights and formulated actions.

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Sub Modules:

1. Automotive 24H Customer Interaction Center
2. Field Force Management & Operations

Benefits:

By implementing our training solutions, you will be able to:

• Establish a direct relationship with customers, bypassing the network
• Generate a unique competitive advantage
• Maintain a high and unique customer service level and customer experience
• Manage a proactive relationship throughout the customer lifecycle

Content:

• Automotive 24H Customer Interaction Center Operation Manual:
  • Relationship cultivation processes
  • Concierge services
  • Vehicle related added value services
  • Roadside assistance and towing services
  • Customer inquiry management
  • Detailed RFP for call center vendors
• Field force Management & Operations:
  • Contact center managed field force
  • Sales processes and standards
  • Sales management processes
  • Relationship cultivation processes

Why us?

DOOR Training & Consulting works in the automotive industry worldwide. Based on our extensive industry experience, we are able to continuously update and revise solutions to give our customers a constant edge in the ever changing market.

Automotive Customer Lifecycle Module #5 also contains a parallel training suite – see Automotive Customer Lifecycle Training Module E.

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Sub Modules:

1. Goals and Incentives Programmes
2. Dealership Customer Experience Management
3. Dealership Operational Management Processes
4. IT Alignment with ADM

Benefits:

By implementing our training solutions, you will be able to:

• Improve dealership performance control
• Maintain high customer service levels and customer experience
• Generate a unique competitive advantage
• Enhance manager and employee efficiency and effectiveness

Content:

• Tailor-made incentive programmes for sales and service personnel
• Dealership management KPI
  • The ability to determine an accurate dealership service level, dealership professional level and dealership operational efficiency situation report
• Customer experience suite
  • Customer workflow processes, Moment Of Truth management procedures and customer lifecycle extension index
• HR management
  • Organizational structure, role definition, KPIs
• Operational management suite – shift management, repair order workflow process, workshop management, operational efficiency performance index

Why us?

DOOR Training & Consulting works in the automotive industry worldwide. Based on our extensive industry experience, we are able to continuously update and revise our solutions to give our customers a constant edge in an ever changing market.

Dealership Management Module #4 also contains a parallel training suite – see Dealership Management Training Module D.

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Sub Modules:

1. Network Management Operation Manual
2. Warranty Claims Monitoring and Control
3. IT Alignment with ADM Dealer-Distributor Interface

Benefits:

By implementing our training solutions, you will be able to:

• Improve dealership performance control
• Maintain network-wide high levels of customer service and experience
• Generate a unique competitive advantage

Content:

• Network KPIs
  • The ability to determine an accurate network service level, network professionalism and a network operational efficiency situation report
• Network supervision:
  • Dealership inspection visiting routine
  • Dealership service level audit
  • Dealership technical or professional level audit
  • Dealership managerial level audit
• Network warranty claim control
  • The ADM warranty claims monitoring technique and double audit procedure

Why us?

DOOR Training & Consulting provides professional consulting services in the automotive industry worldwide. Based on our extensive industry experience, we are able to continuously update and revise our solutions to give our customers a constant edge in an ever changing market.

Dealership Network Management Module #3 also contains a parallel training suite – see Network Management Training Module C.

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Includes:

• Customer potential realising opportunity map
• Operational efficiency opportunity map
• Customer lifecycle extension opportunity map

Content:

• Our business opportunity maps allow you to analyse your business in a wide perspective.
• Our solutions provide the organisation with a clear analysis of the current market position, customer behavior indices and the resulting profit opportunities. Implementation of this module opens the door to the implementation of modules 3 – 5 based on both internal and external programmes’ established KPIs and marketing insights.

Why us?

DOOR Training & Consulting provides professional consulting services in the automotive industry worldwide.
Based on extensive experience, we continuously update and revise our solutions to give our customers a constant edge in an ever-changing market.

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• Training needs analysis
• Development and/or delivery of tailored training solutions based on proven methodologies and best practices
• Consulting and implementation of required training solutions

Benefits:

By implementing our training solutions, you will enjoy:

• Professional and competent customer-oriented dealership managers
• Proficient customer-oriented staff trained to provide high-quality service and successful sales
• Implementation of operational and customer experience processes
• High customer satisfaction and long-term customer relationships based on trust and loyalty
• A significant increase in sales volume based on efficient processes and skilled staff

Content:

• Network management, including: Network Management & Coaching Programme and Warranty Claims & Control
• Dealership management, including: ADM (Automotive Dealership Management) Basic Training, Sales Increasing Programme and Service Increasing Programme
• Automotive customer lifecycle management, including: Automotive 24H Customer Interaction Center and Field Force Management & Operation

Why us?

DOOR Training & Consulting works in the automotive industry worldwide. Our solutions are based on rich experience and comprehensive research. We offer comprehensive training solutions that fit your needs to make your managers, sales advisors and service representatives more effective, efficient and motivated.

Our complete training solutions are developed and delivered by a leading team of professional developers,
facilitators and coaches experienced in the automotive industry. This team brings great value to your organisation
and your personnel.

Curriculum

Network Management Programmes

Network Management

• Full-Scale Training Programme (3 – 5 days class training, 1 day audit)
  

Internal Trainer Coaching

• Full-Scale Training Programme (3 – 5 days class training, 2 days OJT)

Warranty Claims Monitoring & Control

• Full-Scale Training Programme (2 days class training, 1 day audit)

Dealership Management

ADM Basic Training

• Comprehensive Training Programme (3 – 5 days class training, 2 days OJT)

Sales Increasing Programme

• Comprehensive Training Programme (8 days OJT training)

Service Increasing Programme

• Comprehensive Training Programme (8 days OJT training)

Automotive Customer Lifecycle Management

Automotive 24H Customer Interaction Center

• Comprehensive Training Programme (3 – 5 days class training)

Field Force Management & Operation

• Comprehensive Training Programme (3 – 5 days class training for sales advisors, 1 – 3 days class training for sales coordinators)

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