ATL Automotive has unveiled an exciting transformation of its customer engagement operations, introducing a newly enhanced customer experience team alongside significant investments in technology, training, communications, and customer journey management.

The initiative forms part of ATL Automotive’s ongoing commitment to delivering a best-in-class ownership experience as the company continues to expand its operations and serve customers across Jamaica.

Today, ATL Automotive operates from multiple locations across Kingston, Ocho Rios, and Montego Bay, supporting customers throughout every stage of vehicle ownership.

As the organisation continues to grow, the company has undertaken a complete review of how it engages with customers, creating a more connected, responsive, and personalised experience from first enquiry through to vehicle purchase, servicing, after-sales support, and future vehicle replacement.

ATL Automotive services over 40,000 vehicles every year in Jamaica.

At the heart of the transformation is a reimagined customer experience team supported by enhanced training programmes, clearly defined service standards, and a suite of new customer engagement technologies designed to improve communication, accountability and responsiveness.

The investment includes upgraded customer relationship management systems, integrated communications platforms, WhatsApp engagement tools, customer feedback and survey programmes, advanced case management capabilities, and new service level agreements that help ensure every customer interaction is tracked, managed, and resolved efficiently.

The enhanced case management system provides greater visibility across the organisation, allowing teams to monitor and manage customer concerns more effectively while ensuring issues are directed to the right people and resolved as quickly as possible.

“Customer expectations continue to evolve, and so are we,” said Mark Dommisse, managing director, ATL Automotive Group Jamaica. “As our business has grown, so too has our responsibility to deliver a consistently exceptional experience for every customer, regardless of where they engage with us. This transformation represents a significant investment in our people, our processes, and our technology, all designed around one simple objective: Making it easier and more enjoyable to do business with ATL Automotive.”

In addition to new systems and technology, ATL Automotive has also introduced enhanced customer service and communication training initiatives aimed at ensuring every interaction reflects the professionalism, responsiveness, and care customers expect from the organisation.

“We are building a customer experience culture that extends across every department and every location,” Dommisse added. “Whether a customer visits one of our showrooms, contacts us by phone, reaches out through WhatsApp, visits a service centre or requires assistance after a purchase, we want every interaction to be seamless, informed, and customer-focused.”

ATL Automotive’s customer experience transformation will be further elevated with the 2027 opening of its flagship Prestige Centre at Ferry. Purpose-built from the ground up, the state-of-the-art facility will bring together Honda, Kia, and Omoda Jaecoo, showcasing the very latest digital-first, customer-focused innovations designed to redefine the automotive retail and ownership experience in Jamaica.

From intelligent service technologies and seamless digital interactions to enhanced customer amenities, the Prestige Centre will establish a new benchmark for automotive customer experience in the Caribbean.