SUCCESS CASES

SUCCESS CASES

All Gato & Partners’ solutions, methodologies and experiences are designed for both online and face-to-face formats

TEAMS AND LEADERSHIP
DEVELOPMENT

COMMERCIAL AND SALES
STRATEGY

CULTURAL
CHANGE

       

CHALLENGE

  • We developed the “Llevamos la estrella dentro” [We wear the star on the inside] Project, to help Mercedes-Benz Spain dealers become leaders in satisfaction and profitability of the brand retail, and a benchmark in Own Retail of Mercedes-Benz in Europe.

SOLUTION

We carried out the Praxis Road: Commercial and Sales Strategy.

  • Our mission was to align all the Mercedes-Benz Spain dealers in Madrid and Valencia, and their employees, around a commitment to improve and foster belonging, commitment, productivity, and satisfaction of their customers.

WHAT WE HAVE DONE

  • Implementation phase:
    We carried this out through a customer experience development programme for all employees in the sales and after-sales process. We generated teams under the motto “Llevamos la estrella dentro”.
  • Follow-up phase:
    We carried out focus groups for people participation and engagement, specific training sessions for the sales and after-sales teams, coaching with key teams aimed at improving customer and employee experience. Thus, by making use of people’s talent, we worked on connection, customer satisfaction, employees, and the sense of belonging.

RESULTS

  • Increase of people’s sense of belonging.
  • Greater effectiveness and sales conversion rate.
  • Upselling between sales and after-sales products.
  • Capture of new target customers.
  • Reduction in number of claims.
  • Increase in NPS value.
  • Internal benchmark in Mercedes-Benz among Own Retail of the brand in Europe: Number one.

ROBERTO REDONDO

Commercial Director of Industrial Vehicles of Mercedes-Benz Retail Spain

“Gato & Partners afford value to the organisation, implementing the most modern management techniques for middle management, using cultural change to achieve excellence”.
Zuatzu Kalea 6, Edificio Bidasoa 2º Pl. Ofic. 5.
20018 San Sebastián (Guipúzcoa).
T. +34 943 013 683 / +34 943 306 728 F. +34 943 013 684