Johannesburg, 17 Aug 2017
Kaizen is the practice of continuous improvement, which is a core value of the Toyota Motor company. Halfway Toyota Honeydew believes Kaizen is critical to the continued success of its business, especially in these tough economic times when the voice of the customer reigns supreme.
Bad service can kill a deal overnight, which was why it approached Emerge Queue to help it create a Customer Feedback Unit (CFU) that not only captures customer feedback, but also helps with the overall sales process.
The solution created for Toyota Halfway House Honeydew was simple: customers can indicate their level of satisfaction with the service they have received at the dealer on a terminal, which measures how happy or dissatisfied they were using emoticons on-screen. If customers indicated they were unhappy, it would immediately trigger an SMS in real-time to the dealer principle or manager. This provides them with the opportunity to resolve an unhappy customer issue or save a deal in peril.
The terminal also automatically prints a free coffee voucher with the customer's name on it, just to give it that personal touch. The solution runs on a Qmatic Intro 17 terminal and uses Orchestra from Qmatic, an enterprise-class management platform designed for on-premises and cloud deployment.
Toyota Halfway House Honeydew entered the CFU solution at the 2017 'Best in Town' conference, where Toyota dealerships from across South Africa had to present an idea to improve customer experience. The panel of judges included people from the Toyota Head Office in Japan, who awarded the CFU as the "Best Kaizen Idea'' during the gala dinner.
"We have always believed that we had an award-winning solution, but this is a wonderful confirmation," says Eugene Swanepoel, Managing Director of Emerge Queue. Rikus Marias, Parts Manager at Halfway Toyota Honeydew, added: "A big thank you to the Emerge Queue team for assisting Halfway Toyota Honeydew in achieving this highly respectable accolade.''
Emerge Queue is the sole provider of Qmatic customer journey solutions in South Africa, as well as other neighbouring countries. It is a Qmatic Premium partner and the market leader in South Africa. For more information on any of its products and services, please visit www.emergequeue.com.
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