Jaguar Land Rover, a premium brand in the automotive sector, with more than 70 points of sale in Spain and Portugal, is working hard to offer the best experience in the online sales channel and to digitise its entire Dealer Network.
The pandemic brought about a radical change in trade relations. An exceptional situation where customers could not travel to the dealer facilities and where businesses had to be closed to the public for safety.
Jaguar Land Rover took advantage of this space to focus on getting the online channel operational and accelerate the process of digitalization and implementation of the necessary tools to do so.
It was at that moment when 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 in which you could leave your data, but the client did not have the possibility of telephone contact. We wanted to offer a direct contact with the team, without intermediaries. There should be no barriers for the customer to contact the Dealership».
Jaguar Land Rover has thus decided to change its online communication strategy and digitise the Dealer Network, including its sales advisors.
«In our case, we have very loyal clients. 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 personalised relationship within the digital world».
Customers now prefer to talk by phone, whatsapp or video call. The automotive sector is very dynamic, and the professional network knows that it has to keep up to date with new communication tools.
Offering this possibility of contact means saving time to 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 they prefer, to be attended in person; but we want to give them 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, an advisor search engine was developed that is visible from the Jaguar Land Rover Spain and Portugal central site.
Payment gateway
Currently the brand is in the process of integrating a payment gateway from Lead2Team that will allow its customers to book vehicles online. You can do it from the booking button on the website of each Dealership and also through the commercial advisor by means of a payment link with all the necessary guarantees of security and confidentiality.
«Why go to the dealership to pay a deposit when you can do it online, in a secure environment. In addition, they will have several payment options, so in the end everything is easy. Customers will only have to click on the link and make their reservation, just as if you were buying on Amazon or any other online site».
