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Customer dialog solution for a car manufacturer

Company
Germany’s largest car manufacturer has one of the largest distribution networks in the country. The company strives to provide its customers with exceptional customer service, inspire lasting loyalty through first-class service and win new customers with effective direct marketing activities and marketing campaigns.

Objectives
The company was looking for a partner to take over several areas of its customer service and would take the role of a creative partner who could deliver intelligent customer dialog solutions designed to attract new customers and win back previous ones.
Arvato CRM and Loyalty Solutions has played a supporting role in the car manufacturer’s marketing activities since 1999 and has significantly contributed to expanding the company’s customer base and driving customer loyalty.
We handle many of the core services for our customer, such as project management, customer management, the service centre, IT systems, print and lettershop services and data management. Regular tracking and reporting ensure full transparency and help measure the success of the various activities and services.

Solution

  • Adaptation of an individual lead management solution  
  • White mail and email processing
  • Reporting systems for success tracking
  • Support for telemarketing activities
  • Data capturing and data management
  • Support for marketing campaigns and direct marketing schemes
  • Regular reporting on various CRM campaigns
  • Front office customer service and back office support

Success
The solution provided by CRM und Loyalty Solutions has enabled the car importer with its vast dealership network to communicate with more than 10,000 prospective customers each month. Potential customers are contacted within the first five days of showing interest in the company and its products. Information material is sent out and an appointment for a test drive is arranged. The car manufacturer is notified shortly afterwards whether the prospect has decided to purchase. The percentage of successfully completed transactions after the initial customer contact is a two-digit figure. arvato has also proven its excellent after sales service capabilities by meeting highest demands of the client regarding  specialized staff with the ability to field technical questions regarding car models, features and warranties. As a result, customer satisfaction has risen to over 85 percent, a trend the client is committed to maintain if not improve over the long term.