CASE STUDY: Creating an Industry Award Winning Aftersales Programme

Volvo Cars is a Swedish multinational manufacturer of luxury vehicles and is one of the fastest growing premium brands in the world.

Volvo Cars wanted to create an industry leading aftersales network.  A network that would help drive increased parts sales, repair standards and customer satisfaction.  

Our Approach

We worked with key stakeholders in Volvo to develop the aftersales business strategy and the role of the network programme, secured internal and external programme funding, and recruited and inducted a team of subject experts to support the network.  

An important focus of the team was to raise the industry profile of the programme, work with the network to raise operating standards, and promote the programme to work providers like automotive insurers.  

The Outcome

• Network annual OEM parts sales penetration grew from 10% to 30%

• Annual repair volume grew by 292%

• Labour, OEM parts and paint revenue grew by 362%

• 94% of the network rated the new programme as good, very good or excellent.

• Awarded the prestigious “Vehicle Manufacturer Programme of the Year”, three times. 

“The Volvo UK Body & Paint team continues to impress the global team here in Sweden…They set the benchmark for the central team and the global markets when it comes to developing this very specialist area. It is a very fast-paced and highly productive programme that consistently delivers and adds real value to the approved network. It is quite fantastic”.

Bartek Rosinski – Product Manager – Volvo Global Body & Paint Manager