Boosting customer retention for car retailers is Car Care Plan’s focus in “Vision for the Future” – a programme from the Institute of the Motor Industry (IMI) and ITN Productions. The programme explores why the British motor industry remains a global leader, with Car Care Plan explaining how to improve the aftersales relationship with customers.
Presenter Natasha Kaplinsky and reporter Nick Thatcher look at how warranty and asset protection products can help create an excellent customer experience and generate brand loyalty. They speak to staff and customers of Car Care Plan, which sells 1.1m policies a year, partners with 20 major manufacturers and around 2,300 dealerships in the UK.
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Why Car Care Plan is industry choice for aftersales products
Ben Russell, Group Sales and Marketing Director at Car Care Plan, said: “What we do, and we have over 40 years’ experience of this, is design products that really fit the brand values. In meeting the standards the manufacturers set, we’ve always had to achieve a far higher standard in terms of transparency, customer service, customer care and satisfaction. That’s where our business has grown over the years, as the regulations have increased so our business has increased, because people see us as a safe pair of hands.”
Gavin Tinch, Head of Risk and Compliance at Car Care Plan, said: “The culture in Car Care Plan is to put the customer first and we do that by offering the best advice in the market place. A number of our products are Defaqto 5-star rated, including our tyre insurance, alloy wheel insurance, cosmetic repair insurance and GAP insurance products. So the dealers and customers know and understand the benefits they are getting.”
Philip Morrison, Head of Corporate Sales at Car Care Plan, said: “We support and promote their brands. So everything we do is branded with their product. Car Care Plan doesn’t appear on their documents or products. We’re an extension of their team when customers and dealers are phoning their office.”
Watch the Car Care Plan section of Vision for the Future below:
Further motor industry insight
There are twelve leading motor industry contributors in “Vision for the Future”, all bringing to life the challenges and revolutions being faced by retailers and manufacturers, the changing ways people are buying cars and the implications from Brexit. Alongside Car Care Plan, they include Arnold Clark, Barclays, BG Products, Dekra, IAM Roadsmart, Jewelultra, Marketing Delivery, Progress Recruitment, SalesMaters, Scania and Skillnet.
There are also interviews with the Rt Hon John Hayes MP, Minister of State at the Department of Transport, who talks about his support for the Apprenticeship Levy and why it’s so vital for the motor industry to reform training programmes.