OUR EXPERIENCES

SERVICE EFFICIENCY &

CUSTOMER SATISFACTION

To help businesses do better, we align people, processes and experiences with setting quality of service to understanding what customers value.

OUR ACHIEVEMENT

OUR EXPERIENCES SPAN FROM SMEs TO LEADING THAI CORPORATIONS, INCLUDING 3 CORE INDUSTRIES OF EXPERTISE: AUTOMOTIVE, FINANCIAL SERVICE AND RETAILS.

BUSINESS

PROCESS

REDESIGN

CUSTOMER SERVICE

PROCESS RENOVATION

  • Over 50% productivity improved, twice increase service unit/day and 15% increase daily appointed customers.

  • 1 Hour - Quick Service Maintenance time by cutting wasted process, walk-in customer reject rate (25%) is decreasing to lower 10% of customer walk-in.

  • Achieve over 95% Parts Service Rate by Improving Parts Stock Management & Planning.

LEAN PROCESS

OPTIMISATION

  • Three-year project to implement nationwide “Finance & Insurance Manager Trials System”.

  • Shorten the sales process lead time by 20%.

  • Less than 3-day Financial Approve for leasing customer by re-engineering proces.

  • Achieve lower than 7 day follow up Finance Company for collected monthly payment.

SALES & CUSTOMER

PROCESS [KAIZEN]

  • Dealership Evaluation Activity for check up on customer satisfaction rate.

  • Find KPI and root cause.

  • Success how to start “From bottom up staff team” kaizen through visualisation system.

TRANSFORMSALES

OPERATIONS

SALES STRATEGIC PLANNING

& DEALERSHIP MANAGEMENT

  • Build new business unit for create “Value Cycle” to retain customers.

  • Benchmarking from success countries to match with their customers in term of software, peopleware, and hardware.

  • Achieved > 75 Shops joined by agree to open new business by our convince strategic plan.

  • Feasibility Study and Business Strategic Planning with ROI=3 years.

  • Created sourcing system for supporting new business along with 5 years business plan.

SALES & CUSTOMER 

SERVICE ANALYTICS

  • Adopted Kaizen & BPI Method to “Marketing and sales” for searching an opportunity in competitive advantage in order to support sales and retain customer with our product.

  • Enhance business profitability and achieve 25% sales volume increased.

SALES BUSINESS

STRUCTURE DESIGN

  • Develop new business structure for selling and maintain revenue from customer retention with 2nd year renewal insurance package.

  • Achieve over 30% sales volume on 2nd year renewal insurance from = 5.

  • Linking to Service Business with over 1.5 MB were increased in service revenue.

  • Shorten Follow up Debt Payment process with coaching shop for self-kaizen with achieved shorten process improvement = 15 day.

TRANSFORM

SERVICE

OPERATIONS

SERVICE PROCESS

ASSESSMENT & REDESIGN

  • Re-process on Juristic Person Operation Process to gain more customer satisfaction.

  • Developed Visualization Board System in key processes for controlling and following system.

  • Set standardise for daily management and developed Standard Operation Procedure Manual Guidebook – Building Manager Series for all staff to be a guideline in standard operation.

  • 3 months Implemented Trail Run System in Pilot.

  • Report System Development and Design.

SALES & SERVICE OPERATION

TRAINING DEVELOPMENT

  • Set standard knowledge of frontline, staff, manager and Owner dealer.

  • Set Standardisation for Manager’s daily management work.

  • Bringing the standardisation into Training Curriculum for training nationwide dealer with same standard.

  • Constructed “Sales Operation Training Center” with Project feasibility study.

  • Developed IT Software for supporting training operation curriculum.

SERVICE TOOLS &

ENABLEMENT

  • Set standard operation of Manager for Visiting, Inspection and follow up Dealership Performance.

  • Set standard daily management system for Manager to improve capability and effectiveness.

  • Process diagnostic and do the work flow for daily management standard.

  • Report System design.

  • Bringing the standardisation into Training Curriculum for training all Managers.

OUR PORTFOLIO

M21 CONSULTING

By Marketing & Creative Team

We are not only transforming your business, but we assist your business as one of your team to help you startup your business and drive sustainability in your organisation.

OUR MARKETING & CREATIVE TEAM HAS A STUNNING WORK RESULTS 

TO HELP SMEs DELIVER THE BUSINESS WEBSITE

    COPYRIGHT © 2017 BY M21 CONSULTING CO.,LTD., THAILAND

    WEBSITE DESIGNED BY OUR CREATIVE TEAM

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