The architectural concept for Volkswagen’s new showrooms came from head office in Germany. It was Integrity’s job to make this global car showroom concept work for the UK marketplace, and roll it out to over 250 sites.
The first national roll-out – which included a number of new-build showrooms – was a five-year strategic initiative.
Integrity created a set of architect’s guidelines and trained 25 practices around the UK to ensure they fully understood exactly what Volkswagen UK had to deliver. We took drawings and worked through the practicality of the fit-out, working with local suppliers to make, install and implement POS systems, signage, reception desks and other furnishings.
Identifying opportunities
The further challenge that Integrity identified was how to optimise this investment. Our broad retail expertise was applied to ensure that architectural standards were met, but more importantly that the focus was firmly on the customer experience.
We knew that creating a space in which the customer felt valued and relaxed was key to helping them choose a Volkswagen as their next car. We attended to the big picture, but also to the all-important smaller touches of detail, and even staff behaviour.
Industry or sector
Automotive
Country
UK
Challenge
UK version of global rollout
Services
Guidelines
Rebrand programmes
Links
Volkswagen
Downloads
Customer experience factsheet.