360osi Adopted by Mercedes Benz Asia Pacific

apd's 360osi award winning platform has been chosen by Mercedes Benz Asia Pacific to underpien their customer satisfaction and loyalty programme in Australia.

Covering the entire network, 360osi measures customer satisfaction levels with  the vehicle sales and servicing experience, and includes a number of new innovations that provide Mercedes Benz and their dealers with a clear understanding of performance levels down to departments and individual employee level.

Using automated personalised email and telephone interviews via apd's integrated VOIP Predictive Dialling system, MB360osi is the first and most advanced programme of its type in use in Australasia.

As with the UK vehicle leasing and airline (flightax) versions, the MB360osi programme, has an automated system that alerts Mercedes Benz and a dealers should a customer registered dissatisfaction.

Nissan GB has announced that they are implementing a programme to support their dealer network through the economic downturn.

Supported by a field based team from apd Group, Richard Clark, Manager of the new Business Planning and Quality Department said ‘Nissan has recently established a Business Planning function in addition to its Business Management resource.

The main drivers are the economic climate and the need for dealers to understand, and be prepared for, the ambitious programme of new model launches.

The purpose of the new function is to provide the dealers with in-depth support in operational and financial performance. This is being carried out through; an in-depth financial and operational diagnostic driven primarily by the composite reporting structure; and the use of a high level business planning tool which will ensure alignment of the dealer and Nissan GB business plans’.

Richard Clark is supported by three field based managers and the team of Business Management Consultants from apd Group who will be visiting the Nissan dealers and working with them to develop long-term business plans which will not only help to ensure they stay viable and profitable, but also highlight areas for the dealers where short, medium and long term opportunities for increased business, improvement in processes, or structural or reporting changes will have a positive impact on their business.

Scott Elliott, apd Group Commercial Director added ‘Taking this approach in the current climate demonstrates Nissan GB’s commitment to their dealer network and apd are proud to have been chosen as the partner to support this activity and we are confident that the dealers will see real benefit from the hands-on approach our Consultants take’

apd Group is a specialist company providing business management, research and development, training and consultancy to the automotive, aviation, marine and leisure markets.

For more information, please contact Derek Knight at apd Group on +44 (0) 1793 44500, or email derekknight@apd-group.com

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End Release . 1st March 2009