Programs
New Vehicle Launches
Developed training and support materials for several new vehicle launches. Most recently supported the Jeep Grand Cherokee and Wagoneer launches in 2021 calendar year. Training and communication initiatives included: interactive e-learning courseware, video series with virtual product walk-arounds, podcasts with development team SMEs, live, in-dealership interactive learning sessions, email campaign with links to a Digital Event Guide and Phone App featuring product information, product web site and promotion of materials to dealership personnel via closed Facebook group.
In-Dealer Sales Support Tools
As products become more complex, the need arose to conceptualize, develop and launch a tablet-based product-information and sales-support tool. The tool Identifies vehicles in dealer stock matched to the customer’s needs, and includes thousands of feature explanation videos. Integrates build-and-price and competitive comparison applications. It also includes a vehicle delivery checklist to help ensure a complete delivery, and links new owners to how-it-works videos. Implemented a subvention program that provided 10,000 tablets to dealers during a global microchip shortage. Usage of tablets during sales and delivery processes indicated a marked increase in Customer Experience scores.
Customer Experience Initiatives
Led a development team in the creation of a dealer training program to educate on key factors and actions that impact the Customer Experience throughout the car-buying and after-sales processes. Provided education on impact of key actions on J.D. Power scores and developed training interventions, a video series and resource materials on actions dealers can take to improve CX scores.
LEV Vehicle Education Strategy
More Low Emissions Vehicles entering the market required education for dealership personnel on selling and servicing these vehicles. I led a team in developing a series which included product launch courses supporting Jeep and Chrysler vehicles, education on LEV technologies and types of LEV vehicles in the marketplace, matching customers to LEV vs. ICE vehicles, all presented in a mix of e-learning, virtual classroom experiences, and video. Series is very well received by participants and consistently receives very high survey feedback scores.
Special Certification Programs
Led a team in the development of several special certification programs included an Expert series, which allows dealership personnel to earn rewards and recognition for completion. This certification is optional, and in addition to required certification courseware. Topics include additional expertise on the Ram and Jeep brands, Technologies, Mopar and Infotainment. The Expert program has generated excitement among dealer personnel, with over 100,000 expert designations awarded in 2021 calendar year.
Remote Sales and Service Support
As the pandemic arose, customers became apprehensive about visiting dealerships, and dealers needed education on alternative ways to sell and service vehicles. In response, the team developed a series of interventions and materials designed to educate Sales Consultants on remote selling, and educate Service Advisors on remote service opportunities. Working in conjunction with Sales and Marketing, education on the E-Shop virtual sales process was developed, along with resources designed to educate consultants on building a relationship, presenting and demonstrating vehicles remotely, completing paperwork virtually, and delivering the vehicle to the customer. Series was very well received, and improved personnel skillset on remote sales and service processes.
Computer-Generated Imagery
Educating dealers and customers on product and features places a high demand on the need for imagery and animation. Cost of maintaining photofleet vehicles, demand for quick turnaround for assets, and the need for technical explanation of features required a new solution. Partnering with a specialized CGI supplier resulted in implementation of a desktop photography solution providing the development team with instant access to photograph the full vehicle portfolio. Creation of animations with explanation of complex features provide sales consultants and customers with an understanding of how features work. Utilizing a CGI generation tool for still images results in a cost savings of over 62% as compared to traditional photography.
Product Information Support and Communication
To help keep dealership personnel informed about the latest news and events, and to provide access to resources and education materials, the team developed a comprehensive website with articles, resources, product information, polls and announcements. This site is updated daily with new information. A closed Facebook group was also created to provide a community for dealership personnel, and to provide the latest communication and links to more information contained on the website. Additional interactive properties including product information apps and gaming to help personnel maintain expertise on product information.
