In this thesis, the goal is to find out new ways to improve the co-operation between AD-Turku and its car repair shop clients. AD-Turku is a store which is specialized in tools, accessories and car spare parts. The company is a part of the Finnish tool retail chain IKH and the worldwide car spare part retail chain AD. AD-Turku also sells a lot of other products from many other suppliers such as car spare parts from Kaha and Startax and workclothes and shoes from Blåkläder and Sievi.

From the beginning of the year, AD-Turku has started to develop new ways to improve the co-operation with its car repair shop clients and the overall customer service, led by its new general manger. The main focus groups have been pricing, product range, markings in the cover letter, transportation, ordering methods, dividing clients between salesmen, weekly offer, newsletter and different kinds of events.

The goal is to figure out new ways to improve the co-operation between clients and also how to increase sales volume. This is implemented by visiting clients and talking freely with them about the aspects that could be improved to make things easier for both sides, and holding meetings within the company to find new possible ways to increase cooperation. In this thesis, these propositions are presented and considered.

The results are hard to evaluate at this point, because most of the improvements are still under development or they have been in use only for a short while. The results can be evaluated later in the fall when all of the improvements have been in use for a few months.