KleanNara, Regular Video Meetings to Strengthen Communication with Dealerships

The Purpose of Establishing Measures to Collaborate in Real-Time with Client Dealerships

In the October video conference between Clean Country and nationwide dealership owners, Lee Jae-seon, head of the Home&Life division, is responding to the dealership owners' suggestions. Photo by Clean Country

[Asia Economy Reporter Kim Jong-hwa] Household goods company Kkaekkeutan Nara announced on the 28th that it will actively conduct regular interactive video conferences to strengthen communication with its partner dealerships as part of enhancing customer-centric management.

Until now, Kkaekkeutan Nara has communicated with dealerships through regional dealership meetings. After the spread of COVID-19, it adopted the advantages of video conferencing, which was used as a non-face-to-face communication method between headquarters and dealerships, to listen to dealership owners' opinions in real time, continuously seeking ways to coexist with client companies, and furthermore, to create a virtuous cycle structure where voices from the field quickly lead to customer satisfaction.

The nationwide dealership owners' video conference was established with the purpose of discussing agendas such as △listening to customers' voices, △collecting difficulties from sales sites, and △product development ideas without restrictions of time and space. After a pilot operation last month, it received positive evaluations in terms of communication between headquarters and dealership owners, and it was decided to hold the meetings monthly.

Positive cases have emerged where dealership owners' opinions are quickly reflected during product development and renewal stages. In fact, following requests from dealership owners through video conferences, the premium tissue paper line was supplemented in the form desired by customers and quickly launched in the market within a month, accelerating field- and customer-centered business operations.

The video conferences are conducted with participation from the headquarters' Home&Life division head, marketing team leader, channel marketing staff, and regional sales representatives. When dealership owners raise suggestions and difficulties, immediate feedback is provided. The video conference held in October discussed agendas such as various support policies for dealerships, the expanding market demand for eco-friendly products, and repetitive customer requests.

A Kkaekkeutan Nara official said, "We are striving to satisfy dealership owners through video conferences without restrictions of time and space," adding, "We will create a virtuous cycle structure where dealership owner satisfaction ultimately leads to customer satisfaction."

A dealership owner who attended the video conference said, "Although it is still unfamiliar and awkward in the early stages of implementation, it is an essential part to support dealership sales activities," and added, "It is very helpful to hear opinions directly from headquarters and receive prompt responses."

This content was produced with the assistance of AI translation services.