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The UK’s best known driving school needed to recruit more driving instructors to its franchise. It asked oneonone communications to act as a marketing consultancy to help it identify business blockages and opportunities to create more interest. Through a mystery shopping exercise we were able to identify a number of issues with the BSM instructor contact strategy that fell short of the competition and was able to improve it by scripting and having a planned follow strategy in place. We also found that its telephony unit as losing 35% of inbound calls so rather than spending more on advertising should recruit a few more telephony sales people.