Mondial Assistance

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How can we help?

Dealer Groups

You’re a Dealer Group? Welcome to Mondial Assistance.

Are you looking for a supplier that has years of experience serving Automotive Dealerships? One that truly understands retail motor sales and the extremely dynamic and competitive nature of your business? One with a top-of-the-line pedigree and impeccable track record but who will never claim that nothing more can be done? Are you looking for a partner you can trust, that embraces challenge and adds value to your business through creative thinking outside the box and constant innovation?  One that allows you to focus your time and energy where it is most needed?  Then you’ve come to the right place.

We understand your business, your challenges and your competition

We understand your business, your challenges and your competition

At Mondial Assistance, we understand Dealer groups and networks. We understand how you’re challenged and what you’re looking for. Why? Because we’ve been working with businesses like yours for nearly 40 years. We understand that competition is fierce. We understand that when a potential car buyer walks through your doors, you need to be able to treat that visitor quickly, efficiently and comprehensively. Your focus on every potential buyer needs to be more than 100%.

Our mission? To help you secure every potential sale

So what can we do to help you? We’re in the business of nurturing all prospects until the actual purchase is imminent, allowing you to focus your time and skills where you need to the most. We also know what it means to deliver on commitments and to manage challenging situations. We have made it our mission to help you secure each and every potential sale so that you can build and sustain your business and generate customer loyalty.

To find out more about how we work with you and can add value to your business every day, please consult the case studies below.

Flagship dealership in the UK

Walk-ins receive committed follow-up

On behalf of one of our Flagship Dealership customers in the UK, we make follow-up calls to all telephone and walk-in prospects after 24 but within 30 working hours from the original enquiry. This is to ensure that the Sales Executive has contacted them to their satisfaction.  If this is not the case, or if no contact has been made, we alert with original Sales Executive to carry out a prompt, immediate follow-up.  Then just to make sure that everything is in order, we contact the prospect again 24 working hours later to re-verify the occurrence. If no follow-up report has been made to the Sales Manager, we gather new data, verify and update current data, and report all findings to him.

Rekindling Lost Leads

As every lead is potentially precious, part of our commitment to you is to re-welcome prospects and apologise for any loss of contact. We establish the current situation, and if positive, match the relevant sales messages and pass them directly on to you. If the customer is not interested, we try to establish the reasons why and report all findings to the Sales Manager.

Success rate translates into sales

Over an 8-month period for walk-in leads, we have regenerated over 3,800 leads back to this UK dealer. 725 of them have converted to a sale. For lost sale leads over the same period, 1,209 have been regenerated with a 9% conversion to sale.

We focus on regenerating leads. You can focus on your core business

All motor manufacturers allocate a portion of their marketing budget to centrally generate leads for their network.  These can be made through TV, Radio, Direct mail and more often, Internet.  We understand that some dealers may be sceptical, viewing these leads as unqualified time wasters, and consequently not prioritise them for follow-up or even contact. 

This is where we step in. We contact these prospects for you. Our aim is to try to understand their situation, gauge the intensity of their interest and only pass on those with an imminent purchase need. This allows you to focus your time and energy on your core business.

A seamless organisation to mirror yours

As our team is organised regionally to mirror your dealer network, the same agent who made the call telephones and emails through all relevant leads. Our agent provides a full history including any additional relevant information gleaned during the call.

We also conduct weekly follow-up calls with you to establish the outcome of each reactivated lead and to ensure that we are building and maintaining sustainable relations with you.

Efforts lead to cash success

Within six months, we assessed that more than 19% of contacted prospects were in fact still interested in the dealer’s brand. Of the 9,230 reactivated leads, the network converted 8.2% to sales and generated in excess of £18.5m revenue. The margin generated totalled more than £3.78m against an investment of £500,000!

Boosting attendance at special events

Even the most imaginatively crafted invitations can sometimes fail to deliver the desired message and draw in the crowds.  One of our dealer clients suffered this exact fate with a new car launch. They used us to speak to invited prospects to better understand why they were reticent to participate. The bottom line for us was to draw them in and help boost attendance. So we picked up the phone and made a series of one-on-one calls. Engaging in personal conversations with prospects was the only way to understand “the catch” that was keeping them from attending this critical launch.

The calls worked and attendance soared!

Over a 2-week period, we helped boost prospect attendance by 70%!  Moreover 84% of telephoned prospects attended on the given day, compared to 62% of those who responded by direct mail.  This dealer client, convinced of the efficacy of our services, now uses outbound calling to generate and boost attendance to all its events.

Keeping tabs on your customers at all times

Of course, once prospects have attended an event, we continue to nurture them until they are ready to purchase, at which point we reintroduce them to the dealer.  And if they don’t show, we contact them to understand why, discuss their situation and act accordingly. By keeping tabs on your prospects and firing their interest in your brand, we’re helping you build a sustainable business.

Ensuring quality test drives

We fully understand how challenging it is for dealers to entrust a vehicle to a partially qualified prospect. And of course, this challenge is magnified when manufacturers request that dealers honour test-drives for extended lengths of time – anywhere from 24 to 48 hours.

We have designed a solution to ease this challenge – a range of manufacturer test drive programmes that last one, 24 or 48 hours. These programmes use either dealer vehicles or centrally managed fleets. 

Fleet management - leave it to us

Working with a centrally managed fleet is one of the things we do best. First we qualify the customer and identify prospects that will be part of the programme.  We check vehicle availability against customer availability, verify driving history to understand suitability, administer all necessary insurance and arrange delivery and collection times.  During the test drive period, we call to ensure the vehicle is meeting expectations.  Once it is completed, we make another call to gauge purchase intent. If relevant, we refer that prospect to our dealer customer to close the sale.

We manage communication and administration too!

We have also managed test drive programmes with vehicles held at the dealer’s, which allows the sale process to dovetail the test drive.  In these cases, our teams manage all communication and administration.

All of these programmes have been successful and generated sales and revenue.  It must also be said that they are extremely labour intensive. By using us to manage them, our dealer customers are free to engage in their true expertise: face-to-face selling.

There’s no refuting the figures!

Our team has arranged for over 360 extended test-drives with a centrally managed fleet. 18.76% of these have converted to sales.  Working with dealer vehicles is part of an ongoing programme. We have organised 42 test drives for a current sales conversion ratio at 1:4.8 Managing a test drive programme with a dealer’s overstocked vehicles is also possible.

Pursuing prospect satisfaction

Today, dealers must reach certain standards regarding prospect satisfaction levels, which are monitored by call centres or written/email surveys.  The objective behind these surveys is to provide customers with quality, consistent service and gather honest feedback on their experiences.

One of our many ways of helping you is to manage an ongoing “satisfaction” programme. We conduct these on your behalf and measure the follow-up that prospects receive at the start of their relationship with you and your brand.

Satisfaction campaigns seek five truths

The campaigns aim to achieve five things: to verify that you have contacted your prospects and ensure that their requests have been met satisfactorily. This is done within five days after you have received the lead. We then evaluate the prospect’s current situation to see if further help is required. If so, we requalify and re-present them to you and your network. Finally, if no further interest is expressed, we try to find out why.

If dealer follow-up is required (either through customer dissatisfaction or a positive request for further action, e.g. test drive), we make every effort to extract the real reason and take appropriate steps.  We alert the relevant dealer by both phone and email, and indicate timing of follow-up actions.  Another plus - our teams are organised regionally for both the prospect and dealer calls, which greatly enhances network relations.

Our results speak for themselves

By the end of the first year, we had spoken with over 45,000 prospects. Today, the lead follow-up rate with this dealer customer has risen from 30% to 94% - an incredible leap achieved through their belief in the quality of the leads. We provided 121 support actions to underperforming dealers, along with comprehensive analyses of customer feedback. We also communicated 6,244 dealer alerts, often positive signs that a prospect was considering purchase, which otherwise would have been lost. Although this programme focused on prospect satisfaction, the positive alerts generated an additional £12.8m in revenue, making it a win-win situation all around!