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MindMap Gallery 2024 store name after-sales business map
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2024 store name after-sales business map
This is a mind map about the 2024-store name after-sales business map. The main contents include: business management, after-sales revenue, and customer management.
Edited at 2024-03-13 16:32:21
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2024 store name after-sales business map
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- Outline
2024-Store name after-sales business map
Customer management
indivual
Number of customers at the beginning of the period
111
Beginning date: December 31, 2023
Lost customer management and control
indivual
churn rate
%
churn rate
%
indivual
1. Customer experience improvement
1) Maintenance quality improvement plan
2) Maintenance efficiency improvement plan
3) "Touching Moment" customer experience improvement plan
4) Complaint rate
Sale
<2%
After-sales
<0.3%
2. Increase the penetration rate of products based on customers’ rigid needs and reduce the loss of customers caused by the disappearance of rigid needs.
1) Penetration rate of key accessories
15%
2) Success rate of adding items
50%
3. SA is responsible for recruiting pre-churn customers for 6/9/11 months and assessing SA’s individual customer retention rate;
SA customer retention rate
70%
4. Recruitment rate 35%
5. Penetration rate of sticky products is 15%
New sales in our store
indivual
Our store’s sales increase rate
%
Our store’s sales increase rate
%
indivual
1. The sales and after-sales operations center formulates the basic sticky products of the group's new cars and the output reports of the OMS system
New car sticky product penetration rate 90%
2. Six-month new car recruitment is incorporated into overall lead management
60% new car return rate within 6 months
3. The return rate of new cars is included in the assessment of sales consultants
N-12 first warranty return rate 90%
churn recovery
indivual
churn recovery rate
%
churn recovery rate
%
indivual
1. Incorporate lost and recovered leads into lead data management
2. Design special loss recovery solicitation products
New customers from other stores
indivual
New store addition rate
%
New rate of new customers from other stores
%
indivual
1. Formulate special solicitation policies and incentives for non-store accident information and external expansion
2. Implement the "Introducing the Old with the New" activity (Cheweixing)
3. Word-of-mouth marketing
Light up Gaode
third party scoring
4.5 points
After-sales revenue
Ten thousand
maintainance
Ten thousand
Taiwan number
Proportion
%
Yield
Taiwan number
Proportion
%
Yield
Ten thousand
1. Recruiting specialists and setting up positions
One person is allocated for every 1,500 valid customers, with a minimum of 1 person
New stores can be expanded to 2 people based on market size
2. Proportion of free maintenance upon renewal: <50%
3. Overall coupon usage ratio: <20%
4. After-sales monthly maintenance package penetration rate is 12%
5. The penetration rate of selling new car maintenance packages is 80%
1. The number of stations accounted for 52.9% 2. Bicycle output value remained unchanged at 391.4 3. Overall revenue increased by 16.054 million to 16.376 million
6. OMS system develops a complete recruitment module
extend
Ten thousand
Premium Penetration Rate Yield
cosmetic
Penetration rate yield
Maintenance Penetration Rate Yield
Boutique
Penetration rate yield
cosmetic
Penetration rate yield
maintenance
Penetration rate yield
Ten thousand
1. Medium and large stores are equipped with more than one pre-inspection specialist, and small and micro stores can be equipped with one person working part-time in the workshop.
2. Improve additional management actions, including processes, collaboration standards, management tools, performance incentives, etc. (The operation center promotes the development of OMS system-related functions)
3. Maintenance penetration rate: 1.5 bottles
1. Beauty output value increased from 10,000 to 10,000 2. The output value of high-quality products increased from 10,000 to 10,000 3. Maintenance output value increased from 10,000 to 10,000
Machine repair
Ten thousand
Stations Percentage per unit production
Yuan
Stations Percentage per unit production
Yuan
Ten thousand
1. It is recommended that medium and large stores carry out beauty business in their own stores
2. The brand department coordinates the procurement center and suppliers to formulate 3 basic beauty products and 3 high-value products
3. Penetration rate of key accessories is 15%
1. Bicycle output value increased from 10,000 to 10,000 2. Machine repair output value increased from 10,000 to 10,000
claim
Ten thousand
Revenue proportion
%
Revenue proportion
%
Ten thousand
1. Warranty expiry recruitment rate 10%
2. Completion rate of recall service measures is 80%
Accounting for 6.8% of total monthly income
Ten thousand
ACCIDENT
Ten thousand
Premium size
Ten thousand
New insurance
Ten thousand
Number of new vehicles
Number of new policies
New insurance rate
Average premium per order
All risk rate
56%
Comprehensive Penetration Rate of Insurance Types
12%
3433
3433
100%
0.6592
Number of new vehicles
Number of new policies
New insurance rate
Average premium per order
All risk rate
95%
Comprehensive Penetration Rate of Insurance Types
30%
6837
6,185
95%
6600
Ten thousand
1. Strategy: Focus on increasing new car sales and balancing the profit scale of the entire store through the contribution of after-sales accidents;
2. The new insurance rate is 95% and the local licensing rate is 90%, as the store manager’s assessment indicators
3. Full insurance rate and comprehensive penetration rate of insurance types are used as assessment indicators for sales managers
Renew insurance
Ten thousand
Number of target customers
Number of policy renewals
Renewal rate
Average premium per order
All risk rate
56%
Comprehensive Penetration Rate of Insurance Types
8%
Effective customers 46436
15155
32.6%
0.451
New transfer
3196
1147
36.0%
Continue to continue
14929
10286
69.0%
Under repair but not under warranty
28311
1540
5%
No repairs, no warranty
66384
1336
2.0%
Customers from other stores
X
846
Other customers
X
989
0.2499
Number of target customers
Number of policy renewals
Renewal rate
Average premium per order
All risk rate
90%
Comprehensive Penetration Rate of Insurance Types
25%
Effective customers 51589
15527
55%
0.451
New transfer
2000
718
36%
Continue to continue
15118
10583
70%
Under repair but not under warranty
34471
1875
5%
No repairs, no warranty
67162
1351
2%
Customers from other stores
X
1000
Other customers
X
900
0.2499
Ten thousand
1. The comprehensive insurance rate and the comprehensive penetration rate of insurance types are included in the assessment indicators of renewal officers, renewal supervisors, and after-sales managers.
2. Develop differentiated renewal business policies and performance improvement plans for each renewal type
3. Renewal and pre-deposit penetration rate
60% for new cars (calculated based on the number of new cars)
After-sales 15% (calculated based on the number of units entering the factory)
4. On-site renewal success rate is 50%
Ten thousand
claims income
Excluding tax: 10,000
Tax included: 10,000
Accident repair
Ten thousand
N-6 average number of policies
Information push ratio
Accident repair rate
Accident bicycle output value
16144
90%
60%
0.7953
N-6 average number of policies
Information push ratio
Accident repair rate
Accident bicycle output value
16427
Note: Average number of N-6 policies = Average number of N-6 policies in May * ((Average number of monthly policies in the second half of the year / Average number of monthly policies in the first half of the year - 1) / 2)
90%
65%
0.8
Ten thousand
1. Fixed number of accident repair personnel and fixed positions
Small stores and above must be equipped with more than 1 person
Micro stores can work concurrently with accident field staff
2. Coordinate with Dingze insurance companies to obtain more accident resources, and the accident information push ratio is over 65%
3. Comprehensively promote the accident repair function of OMS mobile terminal
4. Penetration rate of mobility insurance: 80% for sales department (based on the number of new vehicles) and 80% for after-sales department (based on the number of accidents)
accident extension
Ten thousand
Accident production value
Proportion of accident outsourcing output value
1,890
30.00%
Accident production value
Proportion of accident outsourcing output value
12420
30%
Ten thousand
1. Dedicated outsourcing personnel for accidents
1. 1 person for a small store, 2 people for a medium store, 3 people for a large store
2. The new store requires at least 1 person, which can be increased to 2 people according to the market size.
3. The micro store can be used as a repairman during an accident.
2. Scooters are configured according to rules
1. The number of after-sales units entering the factory is 1 unit for every 300 vehicles per month.
2. Minimum 1 unit
3. Optimize the accident outsourcing approval process and launch the mobile outsourcing module
4. Proportion of output value from external expansion of non-effective customers
65%
Enter the store naturally
Ten thousand
Ten thousand
Excluding tax: 10,000
Tax included: 10,000
Small spray painting at your own expense Whole car refurbishment
00,000
Self-financed output value
Bicycle production value
00,000
0 yuan (estimated)
Self-financed output value
Bicycle production value
Yuan
Ten thousand
1. The OMS system improves the entry module and rules for self-paid accidents and outputs statistical data
2. Incorporate small sheet spray sales links and performance incentives into service consultants’ environmental inspections
3. Full vehicle refurbishment business promotion and internal incentives;
124.2 million
1. Premium scale is from 10,000 Raise to ten thousand, raise to ten thousand Improvement ratio % 2. Accident income is RMB 10,000 Raise to ten thousand, raise to ten thousand Improvement ratio % 3. The production-value-to-premium ratio is reduced from % to % 4. Small body painting and full vehicle refurbishment business at your own expense Upgrade to bicycle yuan, increase income by 10,000 yuan
Other income
Ten thousand
Ten thousand
Ten thousand
business management
business strategy
Business improvement based on customer management
organization and personnel
Full-time after-sales director of the brand department (for brands with more than 10 stores)
After-sales manager evaluation system, exit mechanism after falling behind for 3 consecutive months
The full staffing rate of store-side after-sales management personnel and key core positions is 100%
Manage output
After-sales business KPI benchmarking ranking
Sub-brand department after-sales service monthly report
Action plan completion progress control table
Performance and motivation
Business module
KPI
Target
Incentives and assessments
Customer management
Net customer increase rate
1.0%
≥1.0%, add 1 point; ≥1.2%, add 2 points; ≥1.5%, add 3 points
<0.0%, 1 point deducted
new life insurance
New insurance rate
95%
≥95%, add 1 point; ≥98%, add 2 points; =100%, add 3 points
All risk rate
95%
<95%, 1 point deducted
Comprehensive Penetration Rate of Insurance Types
30%
<30%, 1 point will be deducted
Renew insurance
Renewal rate
42%
≥42%, add 1 point; ≥45%, add 2 points; ≥50%, add 3 points
All risk rate
90%
<90%, 1 point deducted
Comprehensive Penetration Rate of Insurance Types
25%
<25%, 1 point will be deducted
ACCIDENT
Accident repair rate (N-3)
62%
≥62%, add 1 point; ≥65%, add 2 points; ≥68%, add 3 points
<62%, 1 point deducted
solicit
Recruitment rate
35%
≥35%, add 1 point; ≥40%, add 2 points; ≥45%, add 3 points
<35%, 1 point deducted
2024 plan
Quantity scale
Number of new vehicles
tower
Sales backend level
tower
After-sales revenue (excluding tax)
Ten thousand
Premium size
Ten thousand
quality scale
Number of effective customers
indivual
Absorption rate of zero dose
0.90
Remark
Data date: January 1 to December 31, 2024
Total revenue is taken from the financial report, and other data are taken from the OMS system
Represents: Current Data
Represents: Raising goals
Responsibility indicator
Indicator name
status quo
Target
Increase value
1. N-12 first-time warranty return rate
2. Net customer increase rate
3. Renewal rate
4. New transfer conversion rate
5. Bicycle output value
6. Maintenance dressing rate
7. High-quality single product (excluding coupons)
8. Beauty products (excluding coupons)
9. Zero absorption rate
11. After-sales NPS-Audi/Satisfaction-Hongqi, Volkswagen
12. Loyalty-Audi/Operation Evaluation-Hongqi, Volkswagen
13. Complaint rate
Business logic
1. Effective customers at the end of the period = Number of effective customers at the beginning of the period New sales in our store Loss and recovery New customers in other stores - Number of lost customers
2. After-sales income = maintenance income, machine repair income, claim income, extension income, accident income
3. Accident repair rate = (N-6 average number of policies) * accident information push ratio * accident repair rate * bicycle output value
4. Output value to premium ratio = (accident output value/premium scale) * 100% (accident output value: tax included, excluding self-pay)
5. New insurance rate = number of new insurances/number of new car sales
6. Renewal rate = number of renewals/effective customers on December 31, 2023
7. New renewal = N-2~Number of newly renewed policies this month/Number of new insurance policies in the same month of the previous year
1. Valid customers as of December 31, 2023; 2. Target: Number of effective customers as of December 31, 2024 3. Effective customer increase, customer net increase rate %
indivual