Automotive

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Automotive

Each car buyer’s journey is different. We help you design custom-fit experiences for each one.

As customers have become smarter and more connected, they have also become more demanding. And that means each phase of the automotive customer life cycle – from pre-purchase through ownership to ownership transition – will present new opportunities and challenges including:

  • Media are fragmented and vast. How does a manufacturer or retailer communicate to attract new customers?
  • Data is abundant. How does a manufacturer analyze the mountains of customer data to understand who is in the market or what types of vehicle the top prospects are looking for?
  • High expectations. Are your dealers delivering the right customer experience for each individual? Or, are they still stuck in the “one experience fits all” mode?
  • Relevant communications. How does a manufacturer or dealer manage and tailor the rapidly expanding communication channels to meet the preferences of different customers while also understanding which offer is the right one to entice a customer to repurchase?

TeleTech helps manage the automotive customer life cycle by leveraging data to drive profitable acquisition and retention, and deliver a superior customer experience. Our solutions help clients develop a multichannel engagement strategy that connects online customers to dealers and OEMs, and engages prospects with targeted outbound campaigns featuring relevant new leasing and buying offers. With customized learning solutions, we help create more motivated employees by designing an employee-focused knowledge base to better answer customer inquiries. Our analytics capabilities deliver a 360-degree view of customers and their vehicles to lift customer satisfaction scores and increase Customer Lifetime Value. And, our technology solutions help clients integrate platforms to optimize online/web service and telematic communication to improve engagement and reduce costs to serve.

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We deliver our consulting services
across four practices:

Auto Customer

Life Cycle Strategy

Customer Touch Point Mapping
and Strategy Design
Customer Loyalty Campaigns
Predictive Modeling
Marketing Analytics Services

Auto Customer

Growth and Retention

Repurchase Sales
Off-lease Renewals
Dealer Services and
Appointment Setting
Retention Program Design

Auto Customer

Services

Premium Brand Vehicle Connected Services, Owner Registration and Enrollment
Dealer Parts Inventory Assistance
Warranty Claims Assistance
Technical Assistance
for Diagnostic Services
Dispute Resolution Assistance

 
 

Automotive customer experience
client stories

better recruiting leads to increase in performance

Great Service for Latin America

Our client was encountering disjointed processes, extended wait times and inconsistent follow-ups costing them more than just money – but customers too. We helped them recruit and attract the right people.

  • 46% increase in service level performance
  • 49% increase in calls answered
  • Customer escalations down, satisfaction scores rising

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an updated CRM system leads to increase in sales and profit

A Proactive, Data-Driven Approach to Lease Loyalty

Our client was looking to upgrade to a integrated CRM system that would enable a higher level of support. We helped them build just that and deliver $10 million in incremental profit in just two months.

  • Customers are 50% more likely to sign a new lease
  • 59,300 new incremental sales since the program began
  • $296 million in additional incremental profit so far

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analytically driven solution tailors offer to individual buyer

Automobile Marketing with No Blind Spots

Our client was looking to better understand the buying habits and life cycle of their customer base. We developed a analytically driven solution that provided a better idea of who their customer is.

  • Client can create offers tailored to individual buyers
  • 10% - 60% lift to sales programs
  • Predictive modeling allows campaigns to be optimized before launch

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contact us for amazing customer expereince consulting results

Ready to launch amazing customer experience results?

Contact our
Automotive Team