JLR and Dealers Accelerate Data Sharing For Improved Customer Service

JLR’s retail strategy incorporates elements of the traditional franchise model, with adaptations to improve the experience for clients. 

JLR (UK) is aiming to improve how it interacts with customers, in-person and digitally, under Costa Delis, the recently appointed UK Customer Experience Director.

In February, JLR unveiled its new “refined” franchised model with “key adaptations” marking a departure from its previously stated intention to switch to pure play agency in 2024.

The focus on customer experience is part of a wider digital transformation at JLR. It also includes the development of technical systems in partnership with dealers. Using customer purchase and servicing records, JLR will create a personalised online journey for customers, with quicker access to relevant information.

The data arrangement with dealers will deliver full stock-sharing and transparency across the network, so clients will see a larger selection of available vehicles. Delis said, “We are striving to reach new levels of client experience and to set the benchmark for delivering the highest standards. The streamlining of our processes, systems and data is fundamental to achieving this, and we will strengthen our ability to give clients exactly what they want as part of their own, tailored journey with our brands.”

JLR’s retail strategy incorporates elements of the traditional franchise model, with adaptations to improve the experience for clients. The company  recently announced an expansion of its UK customer care team. Customers can get in touch via socials, webchat and phone lines in the UK.