Quality management
Standards, processes, quality.
COMATI helps automotive organisations build operational excellence and deliver an outstanding customer experience at every stage of the service journey.
Our projects cover audits, process optimisation and the development and implementation of quality standards. We create complete operating procedure manuals and rollout programmes that deliver practical improvements and greater organisational efficiency.
We specialise in customer satisfaction management and designing a consistent, high-quality customer experience, from the first contact through to after-sales service.
We develop team skills through sales and quality training and management coaching, focusing on BDC, quality management and maintaining operational standards.
We work with dealerships, fleet management companies and vehicle importers, delivering development programmes across entire dealership networks.
What we cover
01
Industry standards
Defining, implementing and auditing operational standards for dealership networks and service centres. We work with manufacturer (OEM) standards, importer requirements and automotive quality standards.
- Standardising customer service processes
- Meeting OEM and importer requirements
- Documenting and maintaining standards
- Standards compliance audits
02
Process design
Mapping, optimising and documenting operational processes. From complaint handling and sales standards to workshop procedures, we design processes that are straightforward to implement and measurable in practice.
- Mapping and analysing existing processes
- Designing customer service procedures
- Standardising the service journey
- SOP documentation and work instructions
03
Quality audits
Internal and external audits of processes, KPIs and compliance. We identify areas for improvement and deliver specific actions with owners and deadlines.
- KPI and quality indicator audits
- Assessing compliance with industry standards
- Identifying gaps and risks
- Corrective action plans with measurable goals
04
Training and coaching
Improving customer service through training and coaching for sales, workshop and support teams. We focus on difficult situations and building lasting habits.
- Handling difficult customers and conflict
- Communication and service quality standards
- Building customer loyalty and trust
- Workshops and on-the-job training
05
Complaint management
Designing and implementing complaint handling systems that support continuous improvement and greater customer satisfaction, from procedures and forms to digital tools.
- Designing complaint handling procedures
- Tracking and reporting systems
- Trend and root cause analysis
- Implementing digital tools (CAREST)
Tool
CAREST — our own platform
A digital customer case management system built on our automotive industry experience. It provides professional complaint management to support continuous improvement and greater customer satisfaction.
Visit carest.pl →Our approach
Quality goes beyond certification.
It is how you work.
We have worked with dealership networks for years. We know that generic quality manuals rarely reflect a dealership's daily reality. That is why we tailor solutions to each organisation.
Our involvement continues beyond documentation. We support implementation, train teams and measure results.
Want to improve customer service at your dealership?
Tell us about your situation and we will explain how we can help and where to start.