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Electronic Reference Book

Electronic Reference Book (ERB) is the computer terminal, allowing visitors to leave their references or propositions, connected to the work of automobile center. Information from all of the automobile centers is allocated in the centralized database. In compliance with the approved regulations, each reference is being processed and the client receives his feedback.

For the client, ERB is primarily the possibility to utter an opinion on the automobile center work or to make an offer on improving the work of the center.

ERB is the whole system. This is:
  • Terminals for massages in the clients’ area of each and particular automobile center of the holding, combined into the uniform system
  • Clients’ feedback modules on every internet site of the holding

Reference and statistics monitors of the ERB in the director’s office of each and every automobile center and of every head of corporate center of the Holding.

Owing to such an approach, there is a guarantee that every client’s message will be treated properly and the decision making will be taken under control on all management levels of the Holding.

Having such a competitive advantage we have a possibility to make a dialog with each client of the Holding and thus:

To increase constantly the quality and aim steadily at clients’ needs in the daily work of the Holding’s automobile centers;

  • To preserve and increase clients’ loyalty
  • To evaluate continuously the level of clients satisfaction with the quality of service and products
  • To use the clients’ desires in order to alter the business process of the Holding with the aim of establishing and developing the ones that will contribute into the increase of clients’ loyalty
  • To analyze and discover the problem issues of the business processes with the purpose of improvement
  • To make administrative decisions directed at increasing the clients’ satisfaction

Reference collection system:

 

References input terminal
Interactive monitor of the Subdivision Head / Regional Manager
Interactive monitor of the Holding’s General Manager