A digital tool to power customer relationships.

Not only did this new digital destination need to collect a huge selection of information, but it had to be practical to use, providing the right information in the fewest clicks.

In addition, the client stressed that this new tool needed to be something that the dealers actually engaged with; an important resource that rewarded every visit by increasing knowledge of Suzuki products, benefits, features and programmes. This in turn would help the Aftersales teams provide unbeatable service to their customers, increase customer retention and help to build revenue coming from 3rd-party product providers.

Solution

As this was a non-customer facing product, the design could focus on the functionality, with practicality and accessibility at its core. Of course as a creative agency, this didn’t mean we ignored the aesthetics, and we presented a number of potential platforms as options for the final product, from a multi-page PDF through to full website and app development.

Each of the options provided the client with the ability to keep the content updated remotely, and the decision was made to develop an interactive PDF which, when updated, would send notifications to users throughout the dealer chain.

To help engage the dealers, this new resource was also given its own branding and logo, rather than a simple (and perhaps dull) description. ‘Service Connect’ helped to communicate the joined-up nature of the information inside, whilst also suggesting its more aspirational purpose: an additional tool to help build relationships with customers.