Track I - People (Driving Relationships)

• Readiness Organizational Assessment
• Strategic Planning and Leadership Alignment Program
• eCommerce Strategy Formation & Development
• Organizational Structure (re)Design
• Human Resources Strategic Compliance Audit
• Dealership Cultural Assessment
• Design & Deployment of Customer (Internal & External) Retention Strategies
• Defining and Deploying the Voice of Customer & Customer Relationship Strategies
• Collection and Application Systems of the VOC Data for Market Trending

Track II - Processes (Driving Efficiency)

• Process Mapping
  
• Process Development
  
• Process Re-engineering & Reinforcement
  
• Process Automation
  
• Process Champion Selection & Evaluation
  
• Telephone & Internet Leads Management

Track III - Skills and Training (Driving Performance)

• Training Needs Assessment
  
• Floor, Internet and Telephone Training
  
• Individual Customer Services & Retention Programs
  
• Leadership Development Programs
  
• Process Champion Training and Development Program
  
• Management Skills Development Program
  
• Front-line Customer Service Training
  
• Service Advisor / Customer Handling Training

Track IV - Technology (Driving Speed)

• Efficiency & Optimization Assessments
  
• Configuration, RFP Design and Vendor Evaluations
  
• Linkages
  
• System Migrations
  
• Integrations
  
• Installation Facilitations

Track V - Continuous Improvement (Driving Innovation)

• Continuous Improvement of Change Management Program will generally be offered on a customized basis following long-term retained relationships.