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SOS Program Introduction

At the beginning of 2006 in order to provide loyalty to the clients and improve service conditions at UkrAVTO dealers’ enterprises, UkrAVTO marketing department approved a resolution on SOS Program introduction (Real Service Care). At the same time the procedure of this program introduction was developed, the terms, basic components and stages of introduction were determined. Also, there were determined the first four Kyiv dealers’ enterprises to participate in this experiment: Goloseevsky Autocenter, Ukraine Automobile House, Autocenter on Stolychne, and Avtosamit Ltd.

Before introduction of the program the forms of public materials and documents (layouts of leaflets, posters, a site page, form of questionnaires etc.) were developed, the persons responsible for the program at the distributors’ and dealers’ enterprises were assigned, a «hot line» was provided, and special designs for responses were developed.

SOS Program Functioning Mechanism

The clients’ responses arrive in the Information Centre by the following ways:

• Hot line: 800–507–71–70
• UkrAVTO Web site
• UkrAVTO Information Service e-mail
• SOS claims (in Kyiv)

After receipt by UkrAVTO Information Service the response is registered and delivered to the corresponding department of the Corporation for further consideration, settlement of the problem and preparation of an answer.

Within three days the client gets the result of the problem settlement or information on the process of its consideration.

Results of SOS Work

During SOS program functioning more than 500 responses have been received, most of them arrived via e-mail and Web site.

Plans for SOS Development

During functioning of the project it has been revealed, that such program is necessary for understanding a real situation in the work of the dealers’ enterprises, determination of the problems in the separate services work, and their immediate solution. The program also is one of components of the general loyalty demonstration to UkrAVTO current and potential clients. Immediate response to a complaint or a request is a care of any client not only at the moment of purchasing, but also during the after-sale servicing.

In this connection since September, 2006 the program has been introduced in a full scale all over Ukraine at all UkrAVTO dealers’ enterprises and firm service stations.

In each UkrAVTO showroom SOS program attributes such as posters, leaflets, stands, visiting cards etc. are placed.

You can take part in «Real Service Care» program. Send your response, put a question or make a proposition using a feedback form.