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Stand out from the competition through Customer Experience

In the automotive sector, powerful factors are at work:

  • A potential new vision of the car for many consumers, not as an asset to own, but as part of an overall transportation service;
  • The digital connectedness which changes the relationship between customers and brands; It also enables OEM for the first time to interact directly with the car owner not through a dealer network
  • New concerns around the ecology and around ethics;
  • A change in the historic competitive model, based for many years solely on “product first”
  • New digital distribution models are emerging and there is strong pressure on margins.

As a player in the automotive sector, many have positioned the customer experience as a strategic pillar of this transformation. The customer relationship must become a major lever of differentiation and contribute to the development of a strong affinity between your customers and your brand.

The challenges are to build a customer relationship that delivers:

  • More simplicity and consistency between channels
  • More presence at key moments for the customer
  • More personalization and proximity
  • More support on a daily basis
  • More relational and more emotional attitude

As an internationally recognized partner in the automotive sector, we have developed a range of comprehensive services to help automotive players improve the experience of their retail and business customers:

  • Creation of traffic in the dealership channel
  • Web-based advice and support
  • Multi-channel and multilingual customer service
  • Virtual showrooms
  • Digital services
  • End-to-end management of the customer back office
  • Complaint management
  • Loyalty and retention programs
  • Network support
  • Real-time customer satisfaction assessment in “moments of truth” (Web, dealer network, customer service)