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MotoNovo Finance

Sunday Times Best 100 Companies

The Need

MotoNovo Finance vision is to be recognised as the UK’s leading independent motor finance company. Having established a reputation as an innovative, values-led organisation where Best People, Best Products & Services and Best Results act as their strapline to success, it’s a culture that has seen the business enjoy success as the fastest growing used car finance supplier over recent years. While massively proud to have been awarded the position of no. 14 (at the very first time of entering) in the Sunday Times Best 100 Companies last year, MotoNovo has experienced a number of challenges on the frontline as a result of their rapid growth and expansion, with a very new and fresh workforce that have required a significant amount of training and development to meet the demands and expectations of their loyal customers and dealers.

While hearts & minds appeared firmly intact, many frontliners lacked the skills and expertise to effectively control, negotiate and manage the sales / service conversation and call centre metrics were adversely affected as a result – operational efficiencies needed to improve while developing the service culture to enhance their customer’s experience so that the balance of focus on quantity AND quality could be realised. The FIT Healthcheck & DNA process unveiled a need to upskill and change behaviour on the frontline and equip the leadership team with the expertise to help staff embrace and embed the learning throughout the operation – and so the change management programme began…..

The Solution

Extract from client feedback: “When we first engaged with First Impression Training in 2014, I was quickly impressed with their knowledge of our industry, not to mention their infectious enthusiasm! What makes FIT different from other training providers I have encountered is that they really take the time to understand the business, through the FIT Healthcheck and DNA process, so that the training is designed to never be generic and predictable, but always bespoke and tailored to our needs. As a result, our “Journey to Service Excellence” programme, which was built specifically for our business and people needs, has become an integral part of our new-starter programme and a culture of coaching has become firmly embedded into ‘business as usual’. The FIT team have managed to further increase employee engagement levels with staff being hugely receptive to their methods. Our staff have embraced the “FIT Way” and by helping to create positive and memorable customer experiences they have certainly enabled us to build better customer relationships and further enhance loyalty to our brand”.

The Results

“Since FIT have been involved in our business, staff turnover in our Customer Services team has reduced significantly; our Net Promoter Score for the last quarter has increased by an average of 5% per month when compared to the same point in the prior year, and although we anticipated an increase in our call handling times, this has been offset by significant improvements in call quality and first time resolution.

Telephone service standards (as measured by the Abandonment Rate) have improved 18% during the last six months compared to the previous 6 months and we recently launched an initiative to invite customer feedback, and it was particularly pleasing that we achieved a Trust Pilot score of 9.2 out of 10, with 8% of respondents specifically referring to our exceptional customer service as the main reason for their positive review!

I have also agreed to extend our partnership by introducing FIT to our Telesales team this year, with a view to enhancing the selling through service culture and improving sales conversions on the frontline – suffice to say I would have no hesitation in recommending FIT to potential clients!” – Chris Rowthorn, Head of Customer Operations

Testimonials

“Brilliant workshop – fun and informative, every skill taught easy to use and transferrable. I’m already putting elements taught into practice and gaining incredibly positive customer feedback which is making my role far more enjoyable. By far the best customer service workshop I’ve had the pleasure to attend”.

“(FIT) were amazing. They explained everything really well. You always understood what was going on, if not they would help explain it to you. They made the whole experience enjoyable. You actually come away knowing you learned something from the days with them”.

“This gave me a fresh outlook on customer service. I feel I gained great tips on how to control difficult calls and maintain a positive attitude. Please come back all the time”.