ATL Autobahn executives provided a riveting presentation on the company’s best customer service practices at the annual BMW Importers Conference held in Lima, Peru this month.

The executive team, led by ATL Automotive and Sandals Resorts International CEO Adam Stewart, represented the Caribbean at the event, which hosted 100 of the top BMW importers in Latin America.

“We were proud and humbled to be invited to represent Jamaica amongst such esteemed company and perhaps share some of our successes,” Stewart told the the conference. “Jamaica is renowned throughout the world for not just the warmth of its people, but also the high level of customer service available in our country.”

He acknowledged the weight of digital marketing platforms in the new-age customer experience, but asserted that it commands much more than just being present. “Speed and resolution matter — that should be standard, but it’s the personal touch and accuracy of information that turn an average experience into an exceptional one,” Stewart argued.

“While much of our interaction with our customers has transitioned to online communication, the need still exists to provide better human service and that is truly, wholeheartedly, what we set out to achieve, and we do it through firstly recruiting the right people, incorporating the latest systems, and then training, training and more training,” Stewart said.

Co-presenter Dr Philip Brown, group director, training standards at Sandals Resorts International (SRI) who enlightened the audience with a presentation that covered Sandals Resorts and the much-lauded Sandals Corporate University, also offered insight into the group’s leading customer service practices.

Brown attributed much of the difference in the ATL/SRI approach to the sheer passion for meeting the changing needs of its customers.

“Our customers are no longer confined to a single means to connect with us and our brands,” Brown said. “While we realise how important it is to evolve with them by being more present online and implementing more innovative ways to enhance their digital customer experience, the human touch and the will and ability to do what you’ve got to do to satisfy will never be replaced, however the world changes.”

In a news release, ATL Automotive and ATL Autobahn said that their integration of the video presentation software, CitNOW, serves as a testament to this commitment.

“CitNOW videos are used in Jamaica exclusively by ATL Automotive and ATL Autobahn as a best practice tool that offers a more tailored customer experience through personalised sales and service video messages that cater to the unique needs of each customer,” the group said.

ATL Autobahn opened its showroom earlier this year as the first Jamaican automotive company to earn the exclusive BMW dealership for eight other territories within the Caribbean region. The accomplishment also provides ATL Autobahn with a unique opportunity to share its best practices with its regional counterparts and further enhance the auto industry by developing distinctive customer experiences through state-of-the-art facilities and game changing training initiatives.