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The Challenges of implementing a CX programme across the Belron International network of branches

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The Challenges of implementing a CX programme across the Belron International network of branches Jamie Carter, Digital & Innovative Technology Service Delivery Lead, Belron
#QualtricsConverge The world's leading vehicle glass repair and replacement group. Home to 25,600 employees, Belron operates across over 30 countries and 5 continents. Who are Belron?
#QualtricsConverge 2008 The NPS Programme 30different programs 30different countries
#QualtricsConverge The first country to run an NPS survey, kickstarting a move towards global consistency…
#QualtricsConverge 2009 The NPS Programme Global rollout • Top down reporting from Directors, through areas and regions, to branches • All surveying done over the phone and verbatim comments pinned up in branches and call centres • Centrally owned and supported with a programme lead in every country NPS score: 70% The result?
#QualtricsConverge 2012 The NPS Programme Switch to email surveys • No more phone surveys • Service recovery team in every country receiving detractor notifications
#QualtricsConverge
#QualtricsConverge 2016 The NPS Programme &
#QualtricsConverge We had a program to launch… In… 6 months To… 17 countries With… Bespoke reporting That’s… Centrally owned but LOCALLY supported Time for a challenge
#QualtricsConverge • Control • Flexibility • Ease of use & support The countries wanted
#QualtricsConverge THE KICK OFF
#QualtricsConverge
#QualtricsConverge “Not hearing the Voice of the customer for ANY period of time” What does disaster look like?
#QualtricsConverge • Every country is different • ‘Wave’ roll-out worked better than ‘big bang’ • Deal with timezones • Separate project and tech leads What we learned
#QualtricsConverge • To get the automation right you need to TEST, TEST & TEST AGAIN • Providing a seamless experience when linking to online review partners • Resourcing the project properly for a roll-out that works for every country The key challenges…
#QualtricsConverge 82.6% Most importantly..
#QualtricsConverge
#QualtricsConverge Hot of the press… Hot off the press… Safelite sign up to the Belron NPS Programme with Qualtrics!
#QualtricsConverge
#QualtricsConverge Questions?

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