RSI NGD Group of Companies

BACKGROUND

Please describe your company and position.

I am the VICE PRESIDENT OF CUSTOMER EXPERIENCE of DRIVEN BRANDS

Describe what your company does in a single sentence.

Driven Brands, headquartered in Charlotte, NC, is the largest automotive services company in North America, providing a range of consumer and commercial automotive needs, including paint, collision, glass, vehicle repair, oil change, maintenance and car wash. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire RSI NGD Group of Companies to accomplish?

• As a retail company in North Carolina we were having issues with our customer service operation which was really frustrating so we hired RSI NGD to help improve our customer service operation.

SOLUTION

How did you find RSI NGD Group of Companies?

• Referral
• Clutch Site

Why did you select RSI NGD Group of Companies over others?

• Pricing fit our budget
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from RSI NGD Group of Companies were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

As the Vice President of Customer Experience at Driven Brands, located in Charlotte, NC, I understand the unique challenges that retail companies face in delivering exceptional customer service. In our industry, we often struggle with high customer expectations, the need for rapid response times, and the importance of building long-term customer relationships. These challenges led to loss of sales and potential revenue. Recognizing the need for improvement in our customer service operations, we made the strategic decision to partner with RSINGD Group. Their expertise in customer service outsourcing proved invaluable. They did a thorugh assessment on our existing processes, training our staff, and implemented a more customer-centric approach.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

 As a result of RSI NGD intervention, we have seen a massive transformation in our customer service operations. Our response times have improved, and customer satisfaction ratings have improved. This enhancement not only led to an increase in customer retention but also had a great impact on our overall sales and revenue.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

RSI NGD Group Project management was exemplary and effective. They maintained clear communication throughout the process, ensuring that we were informed at every stage. Their team were highly effective in addressing any challenges that came up, making our partnership with them smooth and efficient.

What was your primary form of communication with RSI NGD Group of Companies?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed me the most about RSI NGD Group of Companies was their commitment to delivering results. They not only met our expectations but exceeded them by providing unique solutions which aligned with our business goals. Also, their services proved to be cost-effective, allowing us to allocate resources more efficiently while achieving higher levels of customer satisfaction.

Are there any areas for improvement or something RSI NGD Group of Companies could have done differently?

I must say our experience with RSI NGD Group was perfect, although there is always room for improvement. I believe that expanding their training programs would enhance the skills of service representatives, ensuring they are equipped to handle even the most complex customer inquiry. Their expertise and solutions have made a huge difference for us at Driven Brands, and I am confident they can do the same for other companies.