Our creative idea was to step outside of typical PR agency field of practice and support our client from a totally new perspective - customer experience development.

We identified that the client needs strategic partner whom understand their business in depth and can support in the sales process.

The agency made the materials for the sales training and coached Delta Auto’s Sales Director in running the training sessions in all 25 dealerships. Special attention was paid to investigating the needs and willingness to buy of each client as well as to managing the customer relationship after the car was bought to make the customer use Delta Auto’s maintenance services and for a continuous customer relationship with Delta Auto.

We arranged a customer experience training to the maintenance personnel.

We built up the practice of distributing video messages and monthly letters and thought up for a new way to reward employees of the month—in both sales and maintenance.

Best practices were also shared by the salespeople.

Managing Director's communication was increased heavily: mouthy videos, and letter was created and he spent a lot of time with the employees.

As a result of the work done, in the 2015 survey made by the Auto Bild magazine Delta Auto rose from the also-rans to the best car dealer chain in Finland.

In Auto Bild’s article, the headline of the Delta Auto piece was “actively, taking the customer into consideration.” Other comments included were:

• Delta’s overall results improved considerably.

• Delta salespeople were more active in learning the customer’s experiences with their current car and his budget than salespeople for any single car brand.

• The salespeople were, without exception, friendly and courteous and the customers found them sales-oriented.

• Customers were clearly more willing to buy a car from Delta dealerships than previous year based on the visit.

Also Auto Bild studies the customer experience in the sales of different car brands. Service-wise, the best brand was BMW and the best riser was Kia; Delta Auto represents them both.