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CUSTOMER LOYALTY SOLUTIONS Maintain your competitive edge with our

leading-edge prospect and customer feedback solution


About Us Op2ma is the Performance Technology subsidiary of Fusion Business Solutions. Fusion has been providing training and consulting solutions to the automotive industry for more than fourteen years, covering all departments including vehicle sales, parts, service, F&I and management. At Op2ma, we design, develop and implement business technology solutions that help dealers improve performance. Solutions include surveys, finance and insurance solutions, sales prospect management solutions, performance appraisal tools and field force management solutions. We are able to serve you from our offices in Sydney, Melbourne, Adelaide, Shanghai and London.

Affordable Customer Feedback The Key To Ongoing Success Innovative business leaders understand that customer feedback is crucial to maintaining a competitive edge. Historically, collecting and analysing customer feedback was the domain of large market research companies. These companies charged a lot and were usually unresponsive to the needs of businesses. What dealers, financiers and manufacturers need is technology that is effective but does not cost the world. They need to address customer concerns and create loyalty without exorbitant fees. At Op2ma, we provide a range of solutions to support your business and help build customer loyalty. By keeping customer feedback simple and effective, we help you understand customers’ needs with practical solutions that make a difference.


Customer Satisfaction Surveys We provide Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) survey solutions tailored to your needs. OPTIONS TO DEPLOY

WHAT DO WE FOCUS ON?

MULTIPLE COMPATIBILITY

Email Surveys via Internet

New & Used Vehicle Sales

PC Compatible

Paper Surveys via Post

Service Customers

Tablet Compatible

Telephone Surveys via Call Centre

Finance & Insurance Sales

Smart Phone Compatible

Solutions can be customised to your needs. We serve your needs – not the other way around. We can design dashboards and reports that are simple to use, providing live data and extensive diagnosis, 24/7.

Our clients get access to LIVE results so they can address problems immediately; not next quarter.

Lost Sales Analysis While customer satisfaction gives you powerful feedback about the purchase or service experience, the missing link is finding out why people bought elsewhere. Our Lost Sales Customer Survey programme does just that. By providing strategic insights into the reasons why a prospect bought a vehicle somewhere else, or why a customer didn’t return for service, we provide dealers with the ability to adjust their processes to become more effective in sales conversion and customer retention.

UNSOLD 80% For every 10 customers that walked into your showroom, 8 will buy elsewhere. Want to know why?

Unlike Mystery Shopping, which relies on “pretend” buyers, Lost Sales Analysis talks to real customers; those who did not buy from you. Deployment can be by telephone or email, using reporting tools similar to CSI to give dealers, manufacturers and financiers powerful sales process data to maximise opportunities.


Call Centre Solutions We have also recently expanded our Adelaide office to cater for increased demand from motor vehicle dealers and manufacturers. Counting global companies such as HarleyDavidson Motor Cycles and Suzuki as customers, we provide automotive businesses with specialised services such as: CSI surveys for sales & service Lost sales surveys of prospects that didn’t purchase Event invitation and appointment bookings Telephone follow-up for vehicle sales and service Service retention surveys Calls are made from Adelaide; not outsourced to some faraway land.

Our leading-edge survey software is designed to give you best-practice solutions with local knowledge.

CONTACT US For more information, contact us on 1300 807 177 Tim McGrath (AU & Asia) on +61 408 900 130 Phil Oates (UK) on +44 7979 507 343 Adelaide Office 1/83 Greenhill Road Wayville, SA 5034

Sydney Office Suite 14, 1 Chaplin Drive, Lane Cove West, NSW 2066

Melbourne Office 5/499 St. Kilda Rd, Melbourne, VIC 3004

UK Office 25 Wren Ave LONDON,NW2 6UG

Shanghai Office Room 1401, Building No.1, Lane 400 Tang Qiao Road, Pudong District, Shanghai 200127 People’s Republic of China


Customer Loyalty Solutions