Build a business advantage in client service with the Goodyear Truck Force Quality Audit System! Precise evaluation, comparison, improvement – focus on genuinely raising the standards of technical service and building lasting relationships with clients.
Your new strength in customer service quality management!
What was the challenge?
Three years ago, Goodyear faced a strategic challenge in assessing customer service quality across the EMEA region’s network of Authorized TF Services. In this context, it became crucial to capture and systematize the audit process, taking into account differences in the business models of various countries, while maintaining the ability to compare results at a regional level. Improving customer service has a significant impact on increasing customer satisfaction, which is a strong pillar of growing loyalty, recommendations, and building lasting business relationships for Goodyear.
Goodyear Truck Force Quality Audit System
What results did we achieve after three years of collaboration?
A fully configured IT system for online audits:
We developed a comprehensive IT system that allows for conducting quality audits at Authorized TF Services in real time via a dedicated online platform. This tool enables an instant assessment of customer service quality, which effectively monitors and improves service standards.
Adaptation of surveys to local business models:
The system we created allows for flexible adaptation of surveys to the diverse business models prevalent in individual countries. Each region has the ability to customize questions to their unique needs and conditions, enabling precise analysis while maintaining consistency in evaluating results at a global level.
Comparability of results at the EMEA region level:
A consolidated report aggregates data from individual services, enabling a comparison of service quality on various scales: from individual services, through regional areas, to entire countries. This analysis allows us to undertake effective remedial actions on a broader spectrum, which promotes the optimization of customer service standards at many levels of operation.
Developing Action Plans based on audit results:
Based on the audit results, the system generates Action Plans, which are used to improve service quality in areas where deficiencies were detected. This process of refinement is a crucial step in the continuous improvement of customer service, positively influencing the quality of services provided.
International scale of system utilization:
The system is currently used in 12 countries by over 7,000 users, including about 200 Goodyear employees. It serves as a key management tool, significantly influencing the improvement of customer service and service standards at Authorized TF Services in the EMEA region.
About Goodyear Truck Force Quality Audit System:
The Goodyear Truck Force Quality Audit System is a comprehensive tool that enables strategic evaluation and improvement of customer service quality at TF services across the EMEA region. Its versatile features allow the company to precisely analyze, compare, and enhance customer service quality at various operational levels, effectively strengthening customer relationships and raising standards in technical service.
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