Driving customer experience levels – G.E.M launched

Posted on: June 18, 2015


Tags: Popular


Going the Extra Mile (G.E.M) is a major initiative of Caterpillar and Gmmco is one of the select dealerships chosen for this customer support and experience initiative. The philosophy behind the GEM program is to drive dealers and create a competitive environment by recognizing and rewarding dealer branches which achieve excellence in product support customer experience. GEM focuses on embedding a customer centric culture, customer experience strategy which strives to exceed customer experience and achieving product support excellence which ultimately drives product support sales, POPS, CSAs , Loyalty and Brand advocacy. Gmmco would be among 4 dealers in Asia Region to compete for the G.E.M. Award.

Within Gmmco , 4 branches – Cochin, Rajahmundry, Rajkot and Raipur – one from each SBU, have been nominated. These branches will focus on key elements that drive Customer Experience – which include Brand & Solution Awareness, Solution Knowledge selection & acquisition , Product Performance & Serviceability, Parts acquisition, Planned maintenance , Warranty experience, Unscheduled & Scheduled repair , Equipment monitoring & communication and Product Divestiture.

Gmmco started monitoring progress in all 4 nominated G.E.M branches in line with its goals which is to “Achieve excellence in Customer experience by identifying future needs of all customers”. To have a clear picture on progress of each G.E.M branch and to focus on specific areas of improvement and bridge the gaps between customer expectations and branch deliverables, Gmmco started measuring several key parameters. Details of parameters and initiatives are given below

GEM was launched at Gmmco in Chennai on 09-July-2014 by Mr.H.Jayaram, MD & CEO in presence of senior executives from Gmmco and CAT.