Latest Thinking


Automotive Customer Journey Retention

 

Overview

A great opportunity for every OEM lies even after the sale in the retention phase by making sure that Dave comes back for aftersales services and any future new car purchases. Based on the knowledge the OEM has about Dave, it should offer great service every time an interaction occurs to loyalize Dave and make sure that he has little reason to look elsewhere when it comes to the upcoming car purchase.

 

Touchpoint
Repurchase

New Vehicle Information

Dave receives personalized information and an offer for test drive on his digital device.

Capabilities

Based on his customer history, driving behavior, vehicle usage and customer segmentation, Dave gets a personalized recommendation for a new vehicle and can schedule a test drive. Dave receives the recommendation via e-mail which includes a link to a personalized microsite with further information on the recommended car. The moment of contact is derived from CRM data.

  • Personalized Microsite
  • System Interface
  • Omni Channel User ID
  • Online Chat
  • Video Consultation

Offer for new model

Dave receives an offer for a new car including attractive financing options.

Capabilities

Similar to "New model information" Dave can get a personalized offer to buy a new model.

  • See Purchase Receive
  • Adjust product/financing offer

Touchpoint
Customer Recovery

New Offer For Ending Financial/Service/Insurance Product

Dave receives an offer to extend the OEM warranty for his car.

Capabilities

Via the microsite Dave can get access to a chat/video chat portal through an embedded link. Dave gets in touch with professional sales agent for further consultation (e.g. adaption of offer).

On the microsite, Dave is able to receive further personalized information about the product (e.g. product videos). Furthermore, Dave is able to adjust his offer with a configurator.

The microsite includes an embedded Test-Drive-Tool which displays possible test drive appointments and the closest dealerships for the shown appointments. In this tool Dave can choose his preferred time and location and book a test drive directly.

  • See Purchase Receive
  • Adjust Product/Financing Offer

New Model Information

Dave receives information about a new model the OEM just released.

Capabilities

Dave can get access to a chat/video chat portal through an embedded link. Dave gets in touch with professional sales agent for consultation about new model. The moment of contact is used from information saved in the CRM system from previous contacts (including lost sales analysis).

The personalized information includes a link to the microsite of the new model. Dave is able to receive further information about the product (e.g. videos). The moment of contact is used from information saved in the CRM system from previous contacts (including lost sales analysis).

  • Online Chat
  • Video Consultation
  • System Interface
  • Omni Channel User ID

Promotional Content

Dave receives exclusive personalized promotion offers.

Capabilities

Geo-localized promotional messages via the online connection of the vehicle.

An OEM should use all information to individualize offers to customers. For example, to offer a discount code for a nearby gas station when the tank is empty.