Percepta work in partnership with one of Europe’s largest automotive manufacturers. One of the many services provided by Percepta for this particular client is a customer service help desk that deals with all enquiries, from customers and dealers on warranty plans and/or claims.

1. Seeking Out the “Opportunistic Sale”
Percepta work in partnership with one of Europe’s largest automotive manufacturers. One of the many services
provided by Percepta for this particular client is a customer service help desk that deals with all enquiries, from
customers and dealers on warranty plans and/or claims. The manufacturer provides both a standard warranty plan
with every new vehicle and also a “Premium Plan” which is sold as an enhancement. Extended warranty plans are
key to encouraging customers to remain with the franchise network for servicing and repairs.
Initially the centre’s remit was to answer any queries from customers in relation to the premium plan offers but not
to sell the plans. This was the responsibility of the manufacturer’s dealers. At the beginning of 2008 our client was
set a Premium Plan sales target that they felt would be a challenge to meet through the normal sales route.
Percepta proposed to use our team to help the client achieve its sales target. The team developed the process for
selling the plans which included setting up a payment system which enabled direct debits to be administered.
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Within the 1 year of implementing this additional service the team sold 511 premium plans which generated
additional revenue for the client of £237,000.
This is a prime example of how Percepta add true value to our clients businesses as we strive to understand key
performance indicators and business objectives – working in partnership to help clients achieve these.
As a result of this, the generated revenue from this extra activity actually made the team “cost-neutral” to the client
for that year.
For further information on how we can support you on engaging with customers contact Amanda Noble
on: Office: +61 (3) 8627 6191 or email: amanda.noble@percepta.com.au or check out our website:
www.percepta.com.au
Percepta is a global customer contact specialist talking to over 10 million people across the world on
behalf of organisations such as Jaguar, Land Rover, AGCO, Automotive Associations, Helm, Volvo, Ford
and Mazda. We partner with you to build trust in your brand, through the contact we have with your
customers, at every stage of the customer journey.