Santander Consumer Finance (SCF) has launched a review programme for its dealer network, which it says is designed to help develop their businesses.
Regional managers from SCF will review their supporting dealerships topics such as sales process, business performance, best practice ideas, and customer outcomes. Utilising internal and externally gathered information dealer groups will be provided with a high-level review, with more granular data available for their individual dealerships.
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The lender said it hoped the reviews would generate discussion to identify business trends and key areas for development.
Data from the reviews will the analysed and presented on criteria including finance performance, product selection, customer retention, and key customer outcome measurements to provide the basis for an action and development strategy.
Each review will produce a summary of the actions agreed, delivering key foundations for taking business performance forward with clear accountability, as well as acting as useful documentary evidence for some of the key regulatory areas.
According to SCF, the reviews have so far gone down well with its dealer partners. For example, Louis Jones, managing director of Hampshire-based Sparshatts Group, said: “The dealer review is a great way to support us in implementing a clear plan of action for the group. It helps us have close oversight of the different parts of our business, and makes it easier for us to ensure that all our dealerships maintain the high standards we are known for.”
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By GlobalDataAndy Green, director of marketing and innovation at SCF, said: “We are delighted to be able to add these reviews to our offering and pleased to hear that our dealers are finding it useful already. Our aim is to enable dealers to succeed by helping them deliver the best possible customer outcomes while building a long-term partnership. The reviews are not intended to focus around performance numbers, but rather to be a meaningful and highly developmental programme that help our dealers be the best they can be.”
