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Mercedes-Benz vans dealership S & B Commercials in Bishop's Stortford wins team of the year at the manufacturer's Van Stars Heroes event




A Mercedes-Benz vans dealership on the outskirts of Bishop's Stortford has won a customer service award for achieving outstanding results during the Covid pandemic.

S & B Commercials, based at Start Hill, took the Team of the Year prize alongside Orwell Truck & Van at the manufacturer's Van Stars Heroes event.

The companies, part of the multi-franchise Motus Group, launched a new customer contact centre a year ago to make it easier for customers to book in vehicles for routine maintenance and urgent repairs and to submit sales enquiries.

From left, service contracts executive Kerry Chatten, head of marketing Tom Sunderland and contact centre manager Astra Sinclair
From left, service contracts executive Kerry Chatten, head of marketing Tom Sunderland and contact centre manager Astra Sinclair

Members of the contact centre team have relieved branch-based colleagues of some of the burdens of basic administrative work, freeing them to focus on giving a quality service and providing regular progress updates to customers.

Since the contact centre opened fully at the start of June, staff have made more than 7,000 workshop bookings and allocated over 3,000 sales enquiries to colleagues. The two dealers' 'mystery shop' scores have shot up and both were well ahead of target in terms of the numbers of customers electing to fix their maintenance costs by signing up to ServiceCare plans.

"We've seen a real transformation in performance across the various areas of influence the team has on our business," said Motus Mercedes-Benz division head of marketing Tom Sunderland.

"Not only do the numbers look great, but the team is also building some great relationships with our customers, working directly with larger fleets to schedule their vehicles in advance for services, MoTs and recalls. Their hard work means we're now retaining more of our customers and they're receiving a first-class booking service."

The awards were presented in an online ceremony hosted by TV presenter and radio broadcaster Colin Murray.

"It was a really challenging year for us, as for so many others, but they've all done an incredible job," said contact centre manager Astra Sinclair. "We're now really looking forward to a return to some kind of normality in 2021."



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