Crossroads Encore Delivers WOW Retention To Lexus Dealer in 20 days

SBL-20 day

How can you increase Retention and drive profits in less than a few weeks?  This was the question that a Los Angeles area Lexus Dealer asked us.  Our answer was to help them build an on-site Customer Concierge team using our Crossroads Encore program.  Here are the results from the first 20 days.



With a brand new service BDC team equipped with the Crossroads Encore tailored support program we drove huge Retention, Customer Service Index, and Gross Profit dollars within three weeks time.  As momentum begins to build, month two will be even better.

What did Encore do for this store?:

  1. Developed tailored strategy for service BDC that included goals for Retention, CSI, and Gross Profit
  2. Built and executed custom training program for new on-site service BDC staff
  3. Generated daily Encore Call lists that isolated and targeted customers in database to hit objectives quickly
  4. Created cloud-based reporting dashboard to tie activity to Repair Orders and Gross Profit to measure business impact and inform tactical changes needed to achieve objectives
  5. Implemented a unique culture with the Crossroads Customer Concierge philosophy to build a brand of excellence around a customer-centric approach.

Encore did not:

  1. Install new software
  2. Disrupt existing process & procedures
  3. Miss any objectives within month 1



Interested in Encore for your service department?  Crossroads Encore begins with an Opportunity Report to show you how we can help you grow your fixed operations with a tailored support program that can include marketing, targeted call lists, and our virtual Customer Concierge support to make the calls as a representative of your store.

Learn More about Crossroads Encore

Posted on September 23, 2015 in Call Center, Case Study, Encore

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Born in 1982 Raised by entrepreneurs to work hard, work smart, work with integrity... Started helping in the family marketing business at age 12... Started first business at age 16... Sold first business at age 19... Joined family marketing business full-time at 19... 2002 Signed Ryan Seacrest to exclusive personality endorsement contract that ran 10 years... Built Media/PR platform with personalities such as Ryan Seacrest, Hulk Hogan, Manny Pacquiao, Mario Lopez... Earned two Cisco Systems certifications at 21 along with Microsoft and Google certs... Built & began Google Search Engine Marketing programs for agency in 2005 w/ $5million under management... Built #1 Web Site for help-wanted in telecom industry in 2006... Youngest member of Vistage International CEO forum in 2007 at age 25... Joined Royal Family Kids BOD's in 2008 focused on confronting abuse and changing lives... Earned BA in Business concentrating on Information Systems & Decision Sciences in 2010... Climbed Mount Rainier in 2010... Moved to Dallas and started new branch and sister co (Crossroads) in 2011... Summited Mount Whitney (mountaineers route) in 2012... Built a 24/7 virtual company in 2013 that broke even in 6 months...still growing... Changing the world one chat at a time... Writing a book... Foodie & amateur cook Tennis player - USTA 4.0 Soccer player - goalkeeper & sweeper Father of four... Husband who married up! "Culture isn't the #1's the ONLY thing"​ - James Sinegal, Founder of Costco The world is changing but the principles remain the same: Know your customer, deliver value above the cost, and a good name is more valuable than gold. Be relentless! That's it, I'm done (name the movie, get a prize).

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