SIM Group, a member of the Russian Car Dealer Association, has been on the national market for 15 years. The group is an official dealer of Suzuki, Kia, Renault and Hyundai vehicles. In 1998, the SIM showroom was among the first in Russia to be awarded official dealer status for Suzuki Motor Co., Ltd. Today, seven state-of-the-art SIM car retail and service centres provide a full range of services to their clients. The SIM quality management system has been certified ISO 9000-compliant – all products, raw materials, production processes and services have been carefully tested to prove their compliance to required norms. The standard also covers the terms of service the company gives to its clients.
Without a way to monitor service and repairs to cars, the company was susceptible to customer disputes, which were costing the company money. When it was claimed that damages had occurred as a result of repairs, disputes were often resolved in the clients’ favour. This was costly, but the company had no way to check the work of its service people. As a customer focused company, SIM Group service areas provide clients with an option to monitor the technicians’ actions during a service call – but the company wanted to protect itself against fraudulent disputes, while also monitoring the work of its employees.
