Entry submitted by: Jasmin Boudreau (Jasmin) Community Manager
Community: BRP Community (https://community.bossweb.brp.com), a private B2B community
Lithy category: Support Savings MVP
BRP: Who we are, what we do and what’s our story!
BRP is the world leader in the design, manufacturing, distribution and marketing of motorized recreational vehicles and power sports engines. BRP products are distributed in over 100 countries by more than 3,500 dealers and distributors.
What makes your heart race? How often to you take the time to smile ear to ear and share good time with your family
We push ourselves for it. We come together to earn it. We try and try and try again to reach that prize. It's our motivation, our inspiration to move forward. It's the reason why we stand back up every time we fall. What are we talking about?
We are the company that invented the snowmobile and we've built 3,000,000 sleds to date!!!!!
We are not bringing you to the water; we are the company that brings the water to YOU.
We believe in a world where everyone can experience the exhilaration of the open road.
The riders. The ultimate rush. The Can-AM off-road thrills are never-ending.
LIVING THE LIFESTYLE. SHARING THE PASSION.
Take a deeper look at our culture in this short but powerful video: BRP - The history is made of stories
The BRP Community links all of the BRP dealerships and BRP together across the world to share advice, technical expertise and to connect in a completely different way. This community is the ONLY one in the power sports industry.
Our Community is a private Business to Business community and has been active since February 2012. We are still relatively young but have shown a tremendous growth and success since our go-live.
For years our North America after-sales support department have supported our dealer network by picking up the phone and answering questions. Considering our large dealer network, our continual growth of business, the complexity of vehicles and the large call volumes, we needed to change our methods of supporting our dealers.
Combined with the complexity of questions, the increasing volume of requests, the dealer survey results and the on-going frustration of not being able to provide more added–value in our customer lives, we decided it was time to change. We needed to look at the service experience and the structure of our after-sales department to address the challenges our network was facing in their day to day and meet their expectations of our company.
We decided to change our call center to a contact center by using new technologies to move towards a Dealer service transformation (DST).
2013 was the year of transformation for our BRP North-American after-sales service team and we changed the way we interacted with our dealers.
The changes took place with 4 key pillars
1) Leveraging our Knowledge center
2) Increasing the community usage and integrating it in our dealer`s day to day operations
3) Introduction of webcases to receive questions from our dealers
4) Changing the team structure to support our dealers by Regional Teams accessible via multiple channels instead of reaching departments and silos.
What does this mean to you, to us, to our customers?
We want to make sure our customer’s vehicles are fixed right the first time and that our customers never lose a ride!
Where does the MVP come into play?
The BRP Community powered by Lithium is a critical asset in our transformation.
“We cannot become what we want to be by remaining what we are!”
At this point, we are no longer a call center but rather a complete hands-on contact center.
The dealer can go to Community and use the search tool for the network to provide support.
Our dealers can now follow BRP in this live environment and be informed on a daily basis on all parts, technical, and warranty related questions or any other after-sales service topics within this one stop shop. It’s also allowing them to access other techs around the globe. It’s given the chance for dealers to leverage the thousands of years of experience with BRP vehicles where before they were limited to their facility.
Again, this is not a typical community with customers coming in for their own personal interests. These are technicians and service managers that are taking time from their typical day to day activities to go in an environment that isn’t truly natural to them. Considering these users are not computer enthusiast, they could have felt that an online community was a waste of time and money but this was not the case as we see them coming back over and over again. This demonstrates our true success.
BRP is very proud to have technicians that were awarded the title of MVP (Most Valuable Player) of the BRP Community within a year.
Their technical knowledge and ability to easily share technical advice is renowned among their peers and BRP staff. Their expertise reflects positively on their whole dealership and comes with some benefits.
Recognizing that the Community is a living entity that needs to be fed quality and timely information onan on-going basis to remain useful, impactful and the go-to place for all technical information, BRP, through the Community MVP Program, is able to maintain that momentum 7 days a week.
What is the program?
The Community MVP (or Most Valuable Player) program recognizes members whose significantcontributions designates leadership and commitment to their peers within the BRP Community. Theprogram is designed to recognize and thank individuals who help make our Community a useful toolwith very high quality standards and aims to bring to the forefront the most influential users in the BRPCommunity.
In addition to being recognized by the Community, the MVP enjoys certain privileges. They have privileged access to BRP staff, access to the latest information to support the customers, their status allows them certification points, the MVPs can use the @mention feature to bring a BRP staff into a discussion, and they have a dedicated MVP private room. Also, boththe dealer and MVP have received an award to showcase in their dealership. This helps a customer coming for service to know what one of the technician is recognized by the manufacturer as one of the best in his job.
As of April 14th, the Community has generated
For the same period of time, the MVPs has generated:
These metrics are outstanding considering theses MVP are first and foremost working technicians or service managers that are busy all day long. They are investing a tremendous amount of personal time to share their knowledge and help others - Over 9 000 hours of total minutes online and read 630 00 posts since they have registered to our community.
It’s also very beneficial for BRP since the MVPs are located across North American in different states, provinces and time zones. Since they spend most of their time online after their own working hours, it means they are active in the community when BRP staff is not working hence allowing longer support hours for a technician looking for answers in theses other time zones.
BRP considers very highly theses MVP. The contribution from theses 5 individual is direct call deflection and pressure off our BRP technical staff. They are key players to help us in our Dealer service transformation.
We are the only manufacturer in the entire power sport industry with a dealer community (B2B) in place. This is a tremendous achievement for our organization to have such innovation and success while being able to have our dealer network support this change.
The dealers, mostly multi-brands, are recognizing the power and benefits of our approach. It was a very big challenge for BRP to have them change their habits of going from phone to using our online community. We`ve heard so many times at the beginning of this transformation: “I don’t want my tech to lose time on the internet.” Or “I’m paying him to wrench, not to push keys on a keyboard” and the typical “Why would I spend time using your tool if I can just call you?”
Today we are no longer getting these comments, we are simply getting accolades and dealers will tell you that they cannot imagine working without these tools. When they log in and they see the MVP names, they can trust the advices provided by them and they are confident what was said can actually fix their problems. They recognized they are technicians like the guys in their own shops sweating bullets, turning wrenches, hitting knuckles and working hard for a living.
In order to show our gratitude, BRP showcases the MVPs at the After-Sales Service booth at the Ski-doo Club in Quebec City in front of multiples hundreds of dealers and thousands of individuals.
The MVP colleagues have received either a laptop or a trip to visit BRP’s installations, production line and museum in Valcourt, Quebec at all expenses paid.
They are part of the BRP family and they have the same yellow blood we have in our veins!
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