The company will no longer be adopting an agency model.

JLR strengthens dealer U-turn

23 July 2024 | General News

After announcing in March that it was postponing its plans to move to an agency model for new car sales, JLR has now appointed UK Customer Experience Director, Costa Delis, in an effort to further improve the relationship with its clients.

According to a JLR statement, Delis will be “putting exacting levels of client care and experience at the heart of its plans for a franchise model befitting the luxury sector”.

JLR’s new UK Customer Experience Director, Costa Delis. Delis is focused on creating an “integrated customer journey – from the moment a client first engages with JLR, through vehicle purchase to aftercare support”. The plan is for each customer to enjoy a smooth and consistent experience, whichever of the four brands – Jaguar, Range Rover, Defender or Discovery – they’re dealing with.

The company says that as well as simplifying its online presence, its showrooms now “differentiate its portfolio, reflecting the distinct identities of the four brands”.

Using purchase and servicing records, JLR will create a “personalised online journey for every client, with quicker access to relevant information”. The data arrangement with JLR’s dealer will apparently deliver full stock sharing and transparency across the network, enabling customers to see a larger selection of available vehicles.

Costa Delis comments: “We are striving to reach new levels of client experience and to set the benchmark for delivering the highest standards. The streamlining of our processes, systems and data is fundamental to achieving this.”

The announcement comes only months after JLR’s decision not to switch to an agency model, which was first announced last summer and would have seen the company introduce a fixed-price, no-haggle direct sales system by the end of this year. The plan was to invoice the client instead of the dealer, who would then be paid a handling fee for simply handing over the cars.

Since then, JLR has told dealers it will still be selling cars online but will also be continuing with its traditional franchise model. In a statement, the company said: “A relentless pursuit of excellence has delivered opportunity for JLR to design its own unique retail model – a client-centric retail experience that offers the underpinnings of the traditional franchise model, with key adaptations to accommodate the changing demands of JLR’s discerning clientele.”