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 Implemented Salesforce for a Leading International Organization Case Study
Case Study

A Leading Automobile Manufacturer Improved its Lead Conversion and Enhanced Customer Interactions by Leveraging Insights of Prospective Buyers

Client

The client is a leading Indian multinational company, headquartered in Mumbai, and a major player in the global automotive industry. It stands as one of the largest vehicle manufacturers in its home country, and boasts a subsidiary that holds the prestigious title of world’s top tractor producer by volume. Beyond its automotive prowess, the company has strategically expanded into diverse sectors like agricultural equipment, financial services, and information technology, solidifying its position as a multifaceted economic force.

Industry

Automobile


Region

Global

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Challenges

  • Maximizing Value from Outbound Calls: Turn them into a strategic asset for understanding customer behaviour, preferences, and market trend.

  • Knowledge Sharing: The clients wants to break down silos and unlock insights from outbound calls, enabling cross-functional collaboration and aligning sales, marketing, service, and innovation for a deeper understanding of customers and a unified drive towards success.

Solution

  • In a strategic partnership, the automobile manufacturer joined forces with Datamatics to effectively use customer feedback.

  • Datamatics’ skilled teams analysed the voice of customer data and worked on understanding customers’ opinions and preferences at both a segment and individual level.

Impacts

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15% increase in Net Promoter Score (NPS)

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20% reduction in average response time to customer concerns

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Improved brand perception in customer reviews and social media

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25% improvement in conversion rates for campaigns

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