network of dealers
SALES POINTS in Spain and Portugal
consultants sales and after-sales service
leads generated per month
How a Premium Brand Digitized Its Customer Interactions Without Losing a Personal Touch
Jaguar and Land Rover is a premium automotive brand, with customers who expect equally premium service at every touchpoint. When the pandemic struck, the challenge was clear: How could the company maintain that level of service if physical contact with dealerships was not allowed?
The pandemic brought a radical change in commercial relations. An exceptional situation where customers could not travel to the concessions and where businesses had to be closed to the public for safety.
Jaguar Land Rover used this space to focus on getting the online channel up and running and accelerate the process of digitization and the implementation of the necessary tools for this purpose.
In that context, Lead2Team developed a A digital business card designed to be integrated directly into the company's website. JLR decided to roll it out across the entire brand and its dealer network in Spain and Portugal—internally, they dubbed it the «Virtual Dealership.».
Lead2Team's communication solution for every dealership
Each dealership in the network has its own website, so the solution couldn't be the same for the entire brand.
An independent Lead2Team center was created for each dealership, with each dealership’s sales, service, and reception teams integrated into their own website. This way, any visitor could find and contact the right person directly—without having to fill out a generic form or wait for a response from a shared inbox.
"Previously we worked with the typical form or chat where you could leave your data, but the client did not have the possibility of telephone contact. We wanted to offer a direct contactcWe wanted to be able to contact the team, with no intermediaries. There should be no barriers for the customer to contact the dealership."
Jaguar Land Rover has therefore decided to change its online communication strategy and digitize its dealer network, including its sales consultants. Customers now prefer to communicate by phone, WhatsApp, or video call. The automotive sector is very dynamic, and the network of professionals knows it must stay up to date with new communication tools.
Offering this contact possibility means time savings for customers, since unnecessary trips are avoided for simple things that can be done online, from any mobile device or pc.
"In our case, we have very loyal customers. They are usually liberal professions, managers, businessmen, entrepreneurs, entrepreneurs who enjoy being able to talk to the commercial advisor, to agree on the financial conditions, etc. It was important to maintain a direct, close and personalized relationship within the digital environment."
From the Pandemic to Today
What began as a way to stay in touch during the pandemic has become part of everyday life. Every Jaguar Land Rover advisor carries their digital card on your cell phone, and uses it both to follow up on online leads through the website's contact form and to share their contact information during in-person meetings at the dealership itself.
"The customer can always go to the Dealership's facilities, if he prefers, to be attended in person; but we want to give him the opportunity to decide. And we want them to see that both online and in-store, the process will be just as practical, simple and they will be accompanied at all times."
Search for consultants by zip code
The second phase of the project was to enable customers to Find your nearest advisor. To this end, a dealer locator by ZIP code was developed, accessible from the main Jaguar Land Rover Spain and Portugal website.
