Jaguar Land Rover Spain and Portugal: closer to its customers with the online team.

Jaguar Land Rover, a premium automotive brand, with more than 70 points of sale in Spain and Portugal, is working intensively to to offer the best experience in the online sales channel and to digitize its entire Dealer Network..

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 took advantage of this space to focus on having the online channel operational and accelerate the process of digitalization and implementation of the necessary tools for it.

It was at that moment that they decided to implement the Lead2Team online communication solution.

Lead2Team is a tool that seeks to give visibility to the team, mainly sales and after-sales professionals, so that customers can get in touch with them through commonly used communication channels, such as WhatsApp.

"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 thus decided to change its online communication strategy and digitize the Dealer Network including its sales advisors.

"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."

Customers now prefer to talk by phone, whatsapp or video call. The automotive sector is very dynamic, and the professional network knows it has to keep up 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.

"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 locate their nearest advisor. To this end, a consultant search engine was developed by zip code, visible from Jaguar Land Rover Spain and Portugal's central site.