After-sales performance built on complete vehicle history.
Nissan Portugal needed a CRM that could manage the full vehicle lifecycle, not just the point of sale. LOBA built a system that drives proactive after-sales and improves customer retention.
Challenge
The after-sales team lacked reliable data on vehicle history, upcoming service requirements, and maintenance schedules. Without this information, proactive outreach was impossible. Service bookings were reactive and customer retention was difficult to measure.
Solution
LOBA implemented a CRM that maintains a complete historical record for every vehicle in the network, linked directly to its owner. The system manages all pre-sales activity, including a calendar-based test drive module that controls demo vehicle availability and prevents double-booking. The after-sales function uses the same platform to track required inspections, scheduled revisions, and maintenance tasks, enabling the team to act before the customer needs to make contact.
Results
- Complete vehicle history maintained across the entire network
- Proactive management of inspections, revisions, and maintenance schedules
- Test drive availability controlled and double-booking eliminated
- 15% increase in timely service bookings and vehicle retention rates
- CLIENT
- Nissan Portugal
- SECTOR
- Automotive
- SCOPE
- End-to-end CRM covering pre-sales, orders, trade-ins, and after-sales lifecycle management
- OUTCOME
- 15% more timely service bookings
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