92% of automotive companies and dealers say CX is key to future growth in their business. Today’s customers are more discerning about who they purchase products with, particularly when those items are more expensive. While in the past, purchasing and maintaining a car has often been a source of stress for consumers, CX solutions are beginning to prompt a significant change.
By accessing the right CX technology, companies can set themselves apart from the competition, connect with customers on a deeper level, and promote loyalty. The trick is learning how to get started with your customer experience strategy.
Today, we’re going to be looking at some excellent examples of automotive brands taking advantage of CX initiatives to delight and support their customers.
Casabaca Toyota and SugarCRM
Casabaca Toyota, one of the largest family-run dealerships in Ecuador, had been serving thousands of consumers for more than 60 years, before it recognised a need to start collecting and using data more effectively. As the world continues to change, and in-store experiences become less common, Casabaca decided it was time to upgrade their customer service plan for the new age of digital transformation. This meant working with a CRM solution like SugarCRM.
With SugarCRM, Casabaca was able to digitize the sales funnel, and start pulling data from multiple sources to gain a better insight into customer needs. The all-in-one ecosystem made it easier for the company to build loyalty among existing customers, and reach new audiences. The brand even converts 3% more leads than usual, thanks to an innovative CRM solution.
Zero Motorcycles and Salesforce
An innovator in the motorcycle landscape, Zero Motorcycles specializes in the creation of sustainable, electric bikes. Hailed as the “Tesla of Motorcycles”, Zero is quickly becoming a leader in its space. However, to achieve the best possible results, the company knew it needed to take the right approach to customer service. Before turning to Salesforce for help, Zero Motorcycles was using a complex, disconnected system to interact with dealers and consumers alike.
With access to Salesforce, Zero has launched a data-driven approach to assisting customers wherever they are. Now, Zero can access key data about motorcycles remotely, diagnose issues, and schedule appointments for maintenance when necessary. The new technology has prompted 50% faster response times, and 25% lower ticket volumes. The “community cloud” ecosystem even improves communication among dealerships.
RAC and Content Guru
The UK’s second largest automotive services company, RAC provides a range of vehicle and breakdown services to more than 8.8 million private members and corporate customers alike. The scale of the company’s operations means contact centres often face high levels of unpredictable demand from customers, exacerbated by weather conditions and other issues.
Using Content Guru’s “storm” contact centre solution, RAC was able to ensure they could dispatch critical repair services more quickly and efficiently. The storm service ensures countless enquiries and requests are processed simultaneously, leading to a more effective contact centre, and better customer service overall. There’s even ASR (Automatic Speech Recognition) which allows callers to identify themselves by Vehicle Registration Number.
DriveNow and Twilio
DriveNow is an exciting joint venture between the Sixt car rental company and BMW. The fleet includes some of the world’s most coveted cars, and allows drivers to reserve vehicles at nearby car parks and leave them in designated areas. To keep this environment running smoothly, DriveNow needed an effective way to support and connect with customers.
Twilio’s SMS solutions allowed DriveNow to implement text-based conversations into multiple stages of the customer journey. Users receive confirmation PIN numbers for reservations when registering for a car. They also receive important information about car model and location this way. According to DriveNow, the SMS solution ensures they can reach their customers consistently and immediately, wherever they are.
KAR and Five9
The KAR Global company helps buyers and sellers across the used vehicle industry with technology-driven remarketing solutions. With more than 800 agents spread across a dozen contact centres, the brand was experiencing a significant disparity in systems connecting with eachother. To upgrade CX and streamline operations, the company decided it was time to leverage a more unified and flexible service, with the help of Five9.
Using Five9 technology, KAR Global was able to connect distributed organizations, with seamless integrations to ServiceNow and Salesforce. The resulting technology enabled an improved agent experience across all business units in the cloud, while delivering enhanced reports on customer contact centre trends.
DPI Offroad Brands and 8×8
DPI Offroad brands is an automotive brand providing aftermarket accessories and parts for powersports vehicles, light trucks, and Jeeps. The company is committed to helping customers get peak performance from vehicles wherever their journey takes them. To deliver the kind of service and support customers are looking for in today’s fast-paced world, DPI decided they needed to shift away from a limited on-prem CX system.
Researching top cloud communications solutions, DPI Offroad Brands decided to work with 8×8, to rollout intelligent tools to employees across the company. The 8×8 contact centre also provides comprehensive analytical features allowing managers to monitor the performance of operations, helping to optimise outcomes for teams.
Autociel and ZOHO One
One of the most significant independent car dealers in Switzerland, Autociel specializes in car buying, renting, leasing, importing and insurance services. The company knew to stay ahead of the curve in today’s competitive landscape, it needed to go above and beyond with its customer service strategy. Looking for an intuitive and simple CRM solution, Autociel wanted a way to centralize all customer contact and sales processes.
After exploring a handful of CRM provider options, Autociel decided to work with ZOHO. The easy-to-use ecosystem was perfect for the team, and provided employees with a range of tools to make life easier. Customer data was accessible and centralised, allowing for easier access to sales opportunities. The team even managed to reduce customer acquisition costs.
