CUSTOMER EXPERIENCE MANAGEMENT PROGRAM

What is Customer Experience Management?

Volvo is currently in the process of rolling out the new Customer Experience Management (CEM) program service survey to replace the previous CSi program for all US and Canadian based service locations. This new program will utilize software designed by CEM experts, Medallia. The Medallia application will help to enhance the overall service experience at your dealership by collecting ‘real time’ customer feedback and help you systematically drive actions to improve our customers’ service experience.

Key Benefits Include: • Real-time Data: Customer feedback is immediate and alert notifications are created to ensure dealer

personnel are made aware of any potential customer issues or dissatisfaction

• Engage Everyone: Highly visual, role-specific reports focus your people on the right feedback to improve performance

• Drive Action: Work flows make it simple to identify individual customer issues and take immediate action. The platform provides an opportunity to “close the loop” to resolve customer issues and utilize full case management functionality

• Text Analytics: Insight into customer comments to understand impact to overall score and identify specific trends that may add or detract from the customer experience

Direct business impact from understanding and adopting a customer centric strategy can result in higher service and parts sales, lower customer acquisition costs, and increased market share.

survey.medallia.com

5 4 3 2 1

5 4 3 2 1

The customer receives a 2-minute survey via email triggered by their ASIST

case.

The customer’s feedback enables us to see the overall trend of our performance from their

perspective and capitalize on any opportunity to improve in support of their continued success.

Customer’s are at the center of our day – every day. Here’s how:

The customer’s repair and ASIST case are

completed.

How Can I Help?

ASIST

• Complete the New Primary Contact Intake Form to capture the feedback of the decision maker involved in the service event.

• To ensure the 2-minute surveys are sent to your customers, be sure to utilize the Quick Action Buttons: Check in, Asset Ready or Asset in Service and the ‘Closed’ case status.

Access Medallia

• Confirm that you are registered in Dealer Manager.

• Acess to Meallia is granted via single sign on on Trucks Dealer Portal.

Where Can I Learn More?

TDP

• Visit Trucks Dealer Portal for updated and useful information regarding how to use the Medallia platform.

Medallia

• Refer to the ‘Documents’ tab within the Medallia tool for assistance with opera-tional questions.

For more information please contact Jasmine Mavoungou at Jasmine.Mavoungou@volvo.com

See insert for upcoming training dates

Volvo Truckswww.volvotrucks.us www.volvotrucks.ca

PV960-V-CEM-013117

Innovate continuously to improve customer

experience

Drive accountability at every level

Connect the customer’s

perspective to every decision

See ourselves as our customers do

Trucks Dealer Portal Service Customer Experience Management