The company’s latest trophy win crowned a sensational 2014, during which it smashed its previous light commercial vehicle sales record by a whopping 50%, while also posting strong performances in terms of Mercedes-Benz Financial Services and Service Contract penetration and in after sales disciplines such as emergency Mercedes-Benz Service24h call out times, first time roadside ‘fixes’ and MoT pass rates. Ciceley also enjoyed an exceptionally high CSI customer service rating, based on positive feedback from operators.
“The van team had a great year across the board, reflecting the quality of our people and their unstinting commitment to customer care,” declared Dealer Principal Mike Lewis.
Ciceley Commercials, which represents the three-pointed star in Lancashire and Cumbria, had also won three of the last four Mercedes-Benz Commercial Vehicle Dealer of the Year trophies – in line with the Customer Dedication strategy introduced by the manufacturer in 2014, the Van and Truck divisions now make their own awards.
Ciceley’s latest success owes much to its accreditation in January 2014 as Britain’s first Mercedes-Benz Van ProCenter, and only the second in Europe, an achievement that earned it a VIP visit from some of the company’s top van chiefs based in Germany. To win this ground-breaking ‘stamp of approval’ Dealers must meet an exhaustive list of customer-focused service requirements – the criteria are so strict that most UK franchisees are still working towards this goal.
“The Van ProCenter programme challenges you to look at every aspect of your operation in fine detail and consider whether you can do anything better,” continued Mike. “We had to make significant investments in our branch infrastructure and recruit a number of additional members of staff in order to secure our accreditation.
“All of these investments have been made with the sole purpose of providing our customers with the best possible experiences. We have been winning awards for a number of years because of our company’s ethos to be the best. There is nothing more important than our customers and as the economy has improved, so we have grown alongside them, forming many cherished, long-standing partnerships.”