La Wroom Team testimonial: Eric Cerceau, former Operations Director at Porsche, has been President for 15 years of La Wroom Team and Autrement mieux, two complementary companies specializing in employee support and training for automakers and dealerships.
Our customer
The Wroom Team chose to integrate Smice's mystery visits and digital tools to support its customer, the Mazda manufacturer.
What are your goals?
Eric Cerceau: "Helping Mazda reduce team stress, improve sales and after-sales methods."
What program do you have in place?
E.C: "An entire training and coaching program that integrates a measurement of compliance and experience in 108 dealerships at the rate of 4 mystery visits per year + the use of the Smice platform to record the results of mystery calls and requests addressed to dealers via facebook."
Why did you choose Smice?
E.C: "I set up my company almost at the same time as Julien (CEO of Smice) 17 years ago. We share the same state of mind and this common mission to accompany our customers towards operational excellence."
What's the Smice +?
E.C: "Smice offers a reliable and objective analysis of what remains in the "blind spot". I really appreciate the responsiveness and reliability of the Smice teams, especially Noémie, our expert contact. Her experience and the "made-to-measure agency" mode enabled us to go into great detail regarding the scenario and the repository. Noémie suggests questions that are relevant and adapted to the field. What Smice does better than its competitors: results management, because we manage to justify our answers, which is crucial for the credibility of the project. the quality of the results obtained, thanks in particular to the precision of the comments and the richness of the smiceurs' verbatims".
What results have you seen?
E.C: "The VMs enable us to raise awareness and implement action plans in the field, as well as training initiatives. It's a good management tool, but also a motivating one for our teams. Integrating Mystery Visits into our support program has shown us that we need to be wary of the habit of a single customer profile, and that it gives us the ability to extend the brand's market, to adapt to a market where all reference points are disappearing. Don't sell at any price, but listen to customers, ask them questions about themselves...
I'm very pleased to see that a good majority of teams have very good practices or are open to improving in a sales coaching approach."
E.C": We are committed to offering detailed debriefings to each dealer, so that the results can be used beyond the control dimension of "it's good" or "it's not good".
Would you recommend Smice?
E.C. "I think mystery shopping is an excellent starting point for supporting all players in the automotive industry in achieving operational excellence at every stage of the customer journey. For some who want to take their teams out of the ordinary, the Smice application would be an excellent means of onboarding new salespeople by equipping them with a tool that enables them to easily carry out mystery visits or self-assessments themselves."
