Best Practice Latin America

BEST PRACTICES
A. Best Practices - Chile

Golo Remote Diagnostics Service workshop in Shopping mall basement

Flow chart of service process Process of inspecting the vehicles

DCM/LDES AUGUST'16
 Digital multiple battery charger Lock in the cars displayed outside
showrooms.

Well organized car displayed outside showrooms. Theme based display inside showroom
 A. Best Practices - Peru

BENEFITS

Discount:
• 3% for the purchase for new cars.
• 15% for preventive maintenance services.
• 15% for body and paint.
• 10% for repair services.
• 10% for the purchase of vehicle accessories
and auto boutique installation.
• 10% for car insurance.
WELCOME • 10% in GPS and installation.
PACK • VIP priority for scheduling services
• VIP priority for attentions in services areas
Service Loyalty Program- Derco Preferente. • Exclusive VIP Call Center number: 713-3333
• Exclusive e-mail:
• dercocenterpreferente@dercoperu.net

Roulette in workshop for customer.

Customer claim system in workshops APV converted as mobile workshop.

The color and time based vehicle identifiers. Glass lamination. Sale kit for new customers.
 Service Portal and PC on shopfloor (Peru)

- Derco has its own detailed Service Portal containing all service related information.

- A PC with internet connection is available on shopfloor for the technicians to refer

the service literature while servicing the vehicles.

- Posters are also available on Service Bays to guide technicians on the steps to use
service portal online.

PC on Shopfloor Poster on using Service Portal through PC

Service Portal and PC on shopfloor (Peru)

e.g. Service Bulletins on Service Portal

 Information to Customers (Peru)

- Derco has included various modes for information to customers for getting
feedback on service experience, suggestions etc. in its Dealer C.I-

Standees at workshop
May I Help You Desk at Workshop Entrance Banners at customer lounge
entrance (with email
entrance for Call center
address / Toll Free No.
details
information)
 Information to Customers (Peru)

Ceiling hanging banners in Showroom & workshop - Display of information standees at entrance of
informing Toll free call center no. for any complaints Customer Lounge

- Telephone available for making any calls to the call

center

- PC kept for lodging any complaints / feedback

through Web for customers
 Display of Technician of the Month & Accessories (Peru)

- Display of Technician and Service Advisor of the month for a particular workshop
at the Front Reception / Service Advisor Desk.

- Display of Accessories stand at the Front Reception & Service Advisor Desk.

Display of Accessories and Technician/Advisor Accessories counter / display at front

of the month reception
 Good layout of Front Reception / SA Desk (Peru)

- SA Desk / Front Reception is arranged in linear way at workshop entrance.

Service Advisors Desk at workshop entrance Service Advisors Desk at workshop entrance
(view from outside the workshop) (view from inside the workshop)

Staff standing with poly wrap in his hands to

put the poly wrap on steering wheel, gear
knob & driver seat cover protection while
customer is being attended by the SA.
 Branding of Service Advisor Desk (Peru)
- SA Desk is designed / branded very nicely.

- Information on Derco Facebook - Display of Service promotion / - Desk equipped with PC, phone and
page on SA Desk Service marketing pamphlets printer
- Display of AirLife System
 AirLife – Clean Cabin Air (Derco Peru)
- This is a technology based on environmental purification through ionized oxygen
without usage of any chemicals.

- It reduces or eliminates the microbiological contamination in vehicles for both

surfaces and air of the cabin.

- AirLife equipment is kept

inside the car cabin in
operation for 25 mins.

Equipment In operation inside the cabin Display at

Workshop
- Equipment can purify 400 cars before its next service.

- AirLife equipment is taken by dealers on lease from the supplier.

 Unique CSR Activity (Derco Peru)
- As part of its CSR activity, Derco Peru is doing a unique activity.

- Derco Peru selects few special (under-privileged / mentally challenged) persons

from such schools run by the NGOs or govt.

- These persons are employed in workshops only for car mopping , cleaning or
greeting the customers.

- They are paid minimum wage as per existing laws.

Central delivery center for new cars. Marking dents in body workshop while receiving
the car.

Display of body panel in showroom highlighting body

Nice decal in test vehicle.
design features.
 A. Best Practices - Panama

System where customer can leave vehicle in Road spikes to control flow of vehicle in
service station and drop car keys in locker. workshop.