Start Your Engines
We taught a big car company how to use a smartphone
app to better know its customers.
615,000+ app users globally
Enhanced brand reputation
The mobile app developed by a multinational automaker represented a big step towards the era of the "smart car." Owners of selected models could start their vehicles remotely, chat with their dealers, and even reserve a parking space.
Owners of selected models could start their vehicles remotely, chat with their dealers, and even reserve a parking space.
But while the app was a hit with drivers, the company didn't know how to make effective use of the data it was producing.
TeleTech designed a cloud storage repository for the app's complete data feed, including unstructured data such as recordings of help desk conversations. Analytics were then developed to interpret and analyze the information, in both real time and batch mode.
The platform became the springboard for a suite of reporting tools providing previously unavailable insights into customer behavior, including executive dashboards and enhanced training materials for front-line support staff.
The platform became the springboard for a suite of reporting tools.
In an automobile market that increasingly values expertise with new digital technologies, the manufacturer was able to enhance its reputation for being both tech-savvy and customer-friendly. What's more, by collecting and analyzing the disparate data "breadcrumbs" of app usage, it could identify the app's slow-adopters, and encourage them to make using the app a regular part of their daily driving experience.
The manufacturer was able to enhance its reputation for being both tech-savvy and customer-friendly.
Perhaps most importantly, the company was able to regularly take the pulse of customer sentiment, both their feelings about their current automobile and when they might be thinking about a new purchase.