by Richard Robinson
It takes something special to be the No.1 Volkswagen retailer against a field of around 180 competitors. I am delighted to hear that the No.1 Volkswagen retailer by these metrics is Devon-based Murray Motor Group, a business we have worked hand in hand with for a number of years.
Congratulations to MD Kevin Murray and his team. Having been the only retailer to finish in the top 25 consistently for the fifteen years the One Business Scorecard has been running, reaching the top step is a rich reward for your efforts.
As someone who loves data and a good KPI, I want to flag that recognition as the top Volkswagen retailer relies upon a balanced scorecard that assesses KPI performance at retailer level across aftersales and new and used car sales. While I am not privy to the detail of the methodology, I am delighted that aftersales is so prominent.
I’m delighted in part because Murry Group is a long-term user of our technology, which digitises and tracks many of the core aftersales processes including eVHCs, job tracking, Workshop Management and outbound marketing campaigns to maximise service opportunities.
Additionally, I’m delighted because it highlights the role of aftersales in the customer journey.
In a changing market, we need to build the profile and value that can be created by aftersales, the insightful data it accumulates, the customer relationships it fosters over time, and the potential it offers for retention and lifetime management.
So in closing, well done Kevin and your team; we are delighted for you.