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The client is a multinational automotive manufacturing corporation and among the largest vehicle manufacturers in the world.
The Outbound Lead Generation team of the manufacturer worked through a list of all existing/potential customers who have placed an inquiry on the website. It was evident that the contact centre agents, who are incidentally the first-line touchpoint, are focused on ‘capturing’ multiple data points rather than understanding customer context.
There was limited context on customer needs/ expectations, competition consideration based on field details. The client needed an intelligent ready reckoner for Sales Consultants to better understand and respond to the potential customers in subsequent stages.
Datamatics consulted the manufacturer to improve its lead generation process and proposed the following:
Achieved over the cost of building & maintaining the Conversational AI-model over a 3year horizon
In lead conversion
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