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Caso de éxito Mercedes-Benz Posventa

Caso de éxito Mercedes-Benz Posventa

An after-sales strategy focused on customer satisfaction

Marketing | Estrategia | Business Intelligence

An after-sales strategy focused on customer satisfaction

Marketing | Estrategia | Business Intelligence

Which was
our challenge?

The Mercedes-Benz car shop network needed to know the degree of customer satisfaction after going through the shop.
In addition, obtain an action strategy, based on the analyzed customer information, in order to establish corrective measures and achieve the highest degree of user satisfaction.

How did we
do it?

At ARTYCO we saw that the best option was to start the SFU (Service Follow Up) program. This program consists of contacting the customers of the Mercedes-Benz Network car shops, by telephone, after passing through the shop.
In this way, we would know the aspects of the service with which the client is most satisfied, as well as identify those others to consider to improve.

This process was developed with an important CRM technological base and automated processes.
Thanks to these, the car shop receives information regarding the satisfaction study in order to carry out the corrective measure and solve any possible inconveniences that may arise during the service in the shop.

Results

We reversed by 89.26% the number of unsatisfied customers into satisfied customers.

We achieved the requalification of CRM data.

We improve the brand image of Mercedes-Benz Spain.

We increase the engagement with the brand, since we generate with this action, the sensation, on the part of the user, of being attended to before their observations.

We work with the best tools and partners

+34 916 404 150

hola@artyco.com

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