HelloCars has been recognised as an ABA100 Winner for Digital CX Management in The Australian Business Awards 2019. The Australian Business Award for Digital CX Management [DCX] recognises organisations that have achieved outstanding results through initiatives that demonstrate excellence in digital customer experience.

HelloCars is the largest online-only used car retailer in Australia, embracing online commerce in the automotive retail space to help Australian motorists with a fast, simple and transparent way to buy or sell a used car.

HelloCars was founded in late 2015 by brothers Paul and Michael Higgins as Australia’s first online-only used car dealership, allowing customers to buy or sell a used car. HelloCars is a challenger brand that aims to disrupt a the used car industry through positive customer experiences, convenience and affordability.

Today, HelloCars employs more than 20 staff across customer service, finance, web development, marketing and administration who are committed to delivering a positive experience for their customers.

HelloCars offers unique online products and services in the following areas:

Selling A Vehicle – By reducing overheads as an online business, HelloCars is able to offer car owners more money for their vehicles while also offering a simple and convenient experience.

Buying A Vehicle – HelloCars offers the first true online retail experience for car buying, allowing customers to purchase a vehicle online and have it delivered to their driveway anywhere in Australia.

Vehicle Finance – HelloCars vehicle finance is committed to responsible lending practices and a risk-free process that offers value and transparency.

HelloCars has adopted a customer-first approach to its business model by providing customers with a simple and risk-free experience throughout the process. From initial customer research it was determined that there were several key areas where customers were dissatisfied with the traditional car buying experience:

Price Promise – In order to assure consumers, a Price Promise was introduced as a guarantee for a consumer’s online quote. In the event that the final offer presented to the customer is below the quote they received, HelloCars will issue the customer with a $50 eGift card.

Haggle-Free Pricing – In order to alleviate the stress of negotiation and facilitate the self-serve online transaction aspect of the business model, HelloCars adopted a haggle-free pricing strategy where the best possible market price is put forward with no negotiation required. By operating online, HelloCars is able to eliminate the exorbitant overheads commonly associated with car dealerships, allowing the business to sell the same vehicle for significantly less than a comparable bricks-and-mortar dealership.

Money-Back Guarantee – A car is often the second largest purchase any consumer will make in their lifetime, yet the only assurance most customers are offered prior to purchase is a short test drive. HelloCars instead uses a Money-Back Guarantee policy where the customer is able to return the vehicle within the first 3 days if it fails to meet their expectations for any reason, ensuring the customer has an exceptional customer experience.

The Australian Business Awards are an annual comprehensive awards program which recognises organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement via a set of established business and product award categories.

The Australian Business Awards are the national chapter of an integrated, hierarchical leadership initiative conducted on a national and international level. Eligible organisations are invited to participate in the international chapter of the program at The World Business Awards whereby participants are provided with the unique opportunity to benchmark themselves against the top performers globally.

The process culminates in the selection of organisations which implement world-class business initiatives, projects, products and services. The award recipients are recognised as the elite of their industry earning a place amongst a distinguished group by having their achievements acknowledged and celebrated.

Organisational eligibility includes private companies, publicly listed companies, multinational subsidiaries, not-for-profit organisations, non-government organisations, educational institutions, franchise systems, partnerships, government departments, government agencies, local government and statutory bodies operating in Australia.

Organisations are required to complete a submission for a specific business initiative, product or service.

Business initiatives can include but are not limited to projects, programs, processes, systems, technologies, developments, ventures and undertakings.

Products can include but are not limited to services, devices, equipment, programs, processes, activities, applications, information, knowledge, software, cloud-based services, platforms, systems and manufactured goods. Products must be commercially available on the Australian market and comply with all applicable Australian standards and regulatory requirements. Product eligibility includes domestic and international products available to the Australian marketplace.

The World Business Awards Framework (WBA Framework) is utilised as a structured model of assessment that enables the participating organisations to be benchmarked against world class performance standards.

The Framework consists of specialised assessment modules pertaining to the evaluation criteria for each of the award categories. The criteria and sub-criteria provide a robust set of requirements that are used as the methodology for benchmarking and learning among the participating organisations.

Organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement are recognised via a set of established business and product award categories.

The program provides a notable opportunity for high-performing organisations which implement world-class business initiatives and develop innovative products and services to be acknowledged and celebrated for their achievements both nationally and internationally.

Conducted annually, the program engages with organisations worldwide to benchmark the full spectrum of their products, services and initiatives and to review their business performance through a global recognition and knowledge building initiative that is underpinned by the program’s established framework.

The program provides the ultimate platform for building knowledge, increasing brand awareness, equity, loyalty and retention through increased exposure, recognition and prestige.

As the first online-only car dealer in Australia, HelloCars facilitates perhaps the single most expensive transaction of any online retailer in Australia. Our customers are at the heart of everything we build, so to be recognised in two categories at the ABA100 awards for customer experience is truly a huge achievement and testament to the considerable effort made by our team.

George Skentzos, Head of Marketing & Customer Experience, HelloCars.com.au

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