Empowering Exceptional Customer Experiences

Empowering Exceptional
Customer Experiences

Why CX management is important, what are the goals and, how you can achieve them with us

Increase revenue,
quality and efficiency

Happy customers return

Happy customers refer

Quality & efficiency increase

CX Value underlined by Industry Data

50 %

of dealers believe that customer experience will play an integral role in future growth.

20 %

of customers said that they would switch to a different OEM if it delivered better customer experiences.

15 %

decrease in after-sales revenue with bad CX.

Key Benefits at a Glance

Exceptional customer experiences elevate your brand reputation.

Satisfied customers are more likely to return, boosting retention and lifetime value.

Data-driven decisions improve products, services, and marketing strategies.

Selected Use Cases across the Customer Journey

Online Research

Prospect chooses brand and local dealership based on pictures and reviews online and makes first contact via phone or email. Dealership climbs rankings in search engines and on review portals due to reviews embedded in website. Widget on dealership website showcases recommendations and builds trust.

Pre-Test Drive Communication

Prospect gets information about directions to the dealership, opening hours, name of his/ her personal sales rep and info on range of cars or special offers. Dealership inquires about special preferences and intended car use to enable a tailored sales event.

Recovery Survey

Automated follow up message is sent to the inactive prospect to re-engage or provide survey on no-purchase-decision. Data is analyzed and used to derive tangible actions for the dealership and/ or brand.

Dealer Visit

Position tablets, beacons or QR-codes next to exhibited cars in your showrooms, on trade-fairs or at public ad-hoc exhibitions to collect feedback on the new facelift, new features etc.

Post Test Drive Message & Review

Customer was very happy with consultation and the offered service and writes an excellent review. New review is shared on dealership website/ Google/ Facebook to boost online visibility of dealership.

Post Purchase Survey

Service Reminder

Car owner receives message to remind of the upcoming service event and informs about possible appointments. Dealership provides information on service events and competence of certified maintenance.

Post Service Message

Car owner receives survey to gather feedback on the service event. The dealership receives valuable insights on how to improve service events..

Initiate Repurchase

Car owner receives message to remind them of the ending of their leasing contract and capture repurchasing intent. The dealership receives valuable insights on warm / hot leads.

Pre-Service Communication

Car owner gets information about directions to the dealership and special maintenance offers. Additional information on new models and trade-in promotions can be added.

Continuous Engagement

Car owner gets information about directions to the dealership and special maintenance offers. Additional information on new models and trade-in promotions can be added.

Roadside Assistance Survey

Automated follow-up message is sent to the car owner after a roadside assistance event to gather feedback via a dynamic questionnaire that adapts based on their responses (e.g., response time, agent professionalism). Data is analyzed to generate actionable insights for the dealership and brand to enhance assistance quality and customer satisfaction.

Insights on HQs fingertips

1. Real time analytics

Analyze customer satisfaction across customer touchpoints in real time. Compare strengths and weaknesses of car dealerships. Identify low performers vs. top performers.

2. Group and cluster data

Aggregate data as needed – on regional, country, city, dealership level/dealership group.

3. Targets

Define and monitor targets for main KPIs.

4. Net Promoter Score

Track your NPS on dealership level or aggregated for NSC, country, city etc.

The platform is fully scalable, allowing access for various end users across the network — including dealers, zone/regional managers, and NSCs (National Sales Companies) — so that each level can benefit from the insights and tools provided

Dealerships get valuable insights

1. Review analytics for dealerships

The review analytics dashboard monitors the customer experience data across all sources with custom filters and comparison timeframes.

2. All insights

Dealerships get actionable insights in which criteria they can improve their customer experience, also in comparison to competitors.

3. Qualitative and quantitative analyses

Qualitative and quantitative analyses

Mazda Case Study

"The ability to manage external reviews in one place, and to automatically create reports for quality management among the dealerships has strengthened Mazda’s European network. It allows us to set proper benchmarks, providing greater overall efficiency."

Leverkusen, Germany

Automotive Dealerships

~1800 locations

mazda.eu

+9 points NPS increase for dealer service

26% reduction in negative service reviews

2 million reviews collected