Client Story

Drive Smart

We taught a big car company
how to
use a
smartphone app to
better
know its customers.

The Challenge

Getting a mobile app to live up to its full potential

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.

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.

Our Solution

Get the data into one place, and then into the proper hands

We designed a cloud storage repository for the app's complete data feed, including unstructured data such as recordings of help desk conversations. We then developed the analytics that would 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 Results

Listening to customers in real time

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.

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.


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Contact Us

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SPOTLIGHT

NEWS & EVENTS
EVENT: The Future of Pharma, 1-2 March 2017, Basel, Switzerland

A series of roundtable workshops in partnership with IDEA Pharma. Contact Olivia Roberts for details.

WEBINAR: The Future of Customer Experience

Experts Don Peppers, Joe Pine, and Olaf Hermans discuss what lies ahead for customer experience. Watch the webinar on demand.

CONTACT US:

We have ten consulting hubs all over the world.

CONTACT US

DENVER
+ 1.303.397.8100 | email

CHICAGO
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SYDNEY
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MELBOURNE
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