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Management of Reputation & Complexity - Motor Finance
Major European Motor Finance Business
This organisation is a major provider of Motor Finance supporting their business which distributes several automotive brands within Europe, and having its headquarters in Germany.
The intervention dates from 1994 until today. Initially, the intervention was to work with a newly formed top team who had formed a separate Financial Services business in the UK, after moving away from a joint venture with a British high street Bank.
This organisation has its own Dealer Networks and works closely with the core Brands of the business.
Cutting through Bureaucracy
What started as a Development exercise for the top team and their direct reports, resulted in a great deal of modular training activity and a review of the operations.
Customer Service Strategies
This, together with a Customer Service review, suggested that each of the Branded Automotive companies would be better served by having their own Virtual Business, 100% geared to the needs of the varied and divergent markets, Dealers and customers.
Through working with each of the General Managers and Management Teams of the Branded Finance Companies, the new organisations delivered even better customer service to each Dealer Network.
Various projects arose from this work, including setting up the initial Call Centre and the establishment of 'Process Mapping' as a key organisational tool, to be taken over later by specialist providers.
The Benefits of this Partnership in Change Management
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