We first introduced comprehensive training for automotive retailers 21 years ago, helping hundreds of dealers to implement best practice on the process and benefits of accident aftercare services.
Wind the clock forward over two decades and we are still leading the way by digitising our training scheme with the introduction of the AX Academy platform.
Providing a new digital, automated platform, the initiative is the first of its kind and will ensure dealers are positioned to optimise the lifetime value of their customers.
The new scheme is helping dealers to boost revenue and customer service while prioritising ease of use. The Academy has already trained 1,300 dealer staff with a 93% pass rate, resulting in increases of up to 60% on aftercare calls from customers.
New for this year, the AX Academy automates and digitises the process so that experienced dealer staff are kept abreast of the latest developments and that new staff can be quickly informed about key processes.
The Academy has already trained 1,300 dealer staff with a 93% pass rate, resulting in increases of up to 60% on aftercare calls from customers.
The training themes include understanding the process of accident management, adhering to legal and safety requirements, how to improve customer service using accident aftercare, and helping to identify which route is best for different customer needs.
The digitised AX Academy enables faster dealer staff training and is more convenient for the whole Group, including their learning & development teams.
This has led to an increase in engagement and awareness, not just with the training process but the ease of customer and claim support, programme updates and income monitoring.
Training accreditations are tracked in real time, helping management teams to administer their Accident Aftercare service. Additionally, any changes in the programme details can also be updated by AX over the air, meaning it is always up to date.
Accident aftercare services allow dealers to extend and optimise the lifetime value of customers.
As well as supporting improved customer service with the provision of an appropriate replacement vehicle, repairs are kept in-house, providing valuable parts income, and customers are more likely to be retained in the long term.
Accident aftercare services allow dealers to extend and optimise the lifetime value of customers.
We are now able to train all colleagues across a dealership or Group in a fraction of the time as part of their standard company induction process or in parallel to their standard compliance testing.
This really embeds important processes into the day-to-day role of all employees within a partner’s organisation, generating significant returns and improved customers satisfaction.
Ensuring accident aftercare training is clear and consistent has always been a labour intensive and difficult process to manage, often due to staff availability or reluctance of management to allow staff downtime. But our automated, digital training process removes these issues, enabling us to train thousands of employees simultaneously as part of standard dealer training processes.
