Suzuki Case Study: Clear Focus for the Network | Loop Software

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4

4 days repurposed per month, per field team member

2500

+

2,500+ actions assigned and monitored through Loop

1050

+

1,050+ active user across head office, field teams and 280+ sites

"It’s saved time, but it’s also brought everyone together. Having one focus, one direction, making sure that we are all looking at the same metrics has made us, from a wider sense... one team. And we’re more effectively focusing on the things that will make a bigger difference."

Jacob Lewis, Customer Retention Manager, Suzuki GB

The Challenge

Suzuki already had strong processes and a wealth of performance information. The challenge was making that information easier to access, more frequent and more actionable across a diverse dealer network.

For field teams in particular, preparing for dealer visits could mean searching across multiple systems to build a complete picture of a retailer. John Bradley, Former National Aftersales Manager Automobile, describes the previous process as having to look through “half a dozen websites” for the information needed to pull together a balanced view of performance. A significant proportion of the working week could be spent preparing for visits and subsequently writing them up.

At head office, manual data collation also limited how frequently some information could practically be reviewed. Suzuki Data & Insight Manager Sarah Featherstone estimates that Loop has personally saved her two to three days each month on data collation alone.

This meant asking some fundamental questions:

How could teams get a complete view of dealer performance without searching across multiple systems?
How could performance information be made available more frequently?
Which measures mattered most for each role and conversation?
How could field teams spend less time preparing and more time coaching?
How could head office, field teams and retailers work from the same up-to-date view of performance?

The opportunity wasn't simply to report performance more efficiently. It was to create a shared, up-to-date view across sales, aftersales and customer experience, helping teams identify priorities sooner and have better conversations about how to improve them.

The Capabilities

Loop processes more than 26 data feeds for Suzuki every day, bringing key information together and turning it into clear, role-relevant insight for over 1,000 active users. From day one, the Loop team worked closely with Suzuki to understand its data, network and priorities, advising on the best way to structure and present information for different users. A dedicated account team continues to provide ongoing support, share best practice and evolve the platform alongside Suzuki’s needs.

For head office, Loop provides visibility across the network without relying on manually compiled reports or having to ask field teams for updates. KPI dashboards, performance comparison and forecasting help teams monitor performance, understand trends and support faster, data-led business planning.
For field teams, dealer information, previous visits, performance and open actions are accessible in one place. That means less time preparing reports and more time identifying where support will make the greatest difference. Dealer Visits creates a consistent record of conversations and agreed actions, while live actions remain visible between visits rather than disappearing into emails and spreadsheets.
For dealers, the same transparent view of performance creates a shared starting point for conversations with Suzuki. Retailers can see where they stand, understand the areas that need attention and monitor progress themselves rather than waiting for the next field visit. Scorecards and comparison tools also make performance easy to understand in the context of the wider network.

And critically, these capabilities work together. Information entered or captured in one area can feed the wider performance picture, helping Suzuki move from simply reporting what has happened to identifying what needs attention next. Sarah describes this connected approach as the “magic” of the platform.

Visibility for all

"Moving everything to one place has made life so much easier for our field team. They’re able to track everything in the system, and anyone at Suzuki GB can have full visibility of the dealer at any point in time."

Sarah Featherstone

Data & Insight Manager, Suzuki

Confident decisions

"Having data at your fingertips means that you’re able to challenge with confidence with data… really it’s using data to drive confidence with challenging and asking questions and making decisions."

Rachel Giffin

National Aftersales Manager Automobile, Suzuki

Coach to progress

"(Loop) creates more time. So you're not asking why didn't you do it? It’s been about moving from telling a dealer what to do, to coaching a dealer in best practice and helping move them forward."

John Bradley

Former National Aftersales Manager Automobile, Suzuki

The Outcome

Loop has helped Suzuki shift the focus from collating performance to improving it.

More time coaching the network: With less time spent searching for data, preparing for visits and writing reports, field teams can focus on productive dealer conversations, coaching and driving improvement. That’s 4+ days saved per field team member each month, creating more capacity for dealer support.
Faster action on what matters: Daily visibility across sales, aftersales and customer experience helps teams spot trends earlier, prioritise the areas that will make the biggest difference and act sooner. More than 2,500 actions have been assigned through Loop, turning performance insight into clear, trackable next steps.
Better dealer conversations: Dealers and field teams share the same clear view of performance, creating greater transparency and more focused conversations around what’s working, where support is needed and what happens next. More than 1,250 dealer visits are tracked through Loop each year, creating a consistent record of conversations, actions and progress.
Greater consistency across the network: Everyone works from the same measures, actions and visit history, keeping head office, field teams and dealers aligned around the priorities that matter. With 1,050+ active users, Loop gives teams across the network a shared view of performance and priorities.