Honda Chile
Scaled its customer management achieving a more efficient service through WhatsApp Business with WittySuite.
X2 conversion rate of recall campaigns with WhatsApp | 2nd best closing rate of sales on WhatsApp with a 18%
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About HONDA
Honda Chile is an official agent of the iconic Japanese automobile brand, which has stood out in the automotive market for its innovation, quality and commitment to excellence.
It imports and distributes vehicles in the country through official dealerships, and centralizes sales, after-sales, and recall or safety campaigns, referring to the corresponding official dealership and workshop based on the customer's location.
A recall or safety campaign is a preventive call from the brand to correct, free of charge and in official workshops, vehicles with systems or components that are potentially risky for the user and passengers.
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Why they chose Simpletech
Initially, the priority was the Easy integration with SalesforceThey were looking for an affordable provider that could connect with Salesforce, run outbound campaigns, implement a chatbot for automated customer service and link up with a Contact Center agent-operated.
Head of CRM | Customer Experience
CAROLINA ZENTENO
"We really appreciate the flexibility of the company and the tool. There is always a positive attitude towards our suggestions for changes and problems. With you it is always 'Yes, we can do it, let's do it.'"
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Challenges & Solutions
CHALLENGE 1
Their customer service was not scalable, everything remained 1:1, and any action they took saturated their communication channels. This generated annoyance for both dealerships and customers.
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16% of calls went unanswered, meaning more than 1,200 customers who were not answered over the course of a year.
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Email and SMS recall campaigns asked customers to contact them by phone. However, the executive could not speak to the next customer until the current call was over, resulting in queues of 20 or 30 calls waiting. This led many customers to give up on contacting them, not being able to serve them efficiently.
SOLUTION
It was enabled WhatsApp as a communication channel, powered by WittySuite, which allows on the one hand to carry out recall campaigns by sending mass messages to its segmented databases with WittySend, and then have multiple executives answering the same number from WittyAgent, managing several conversations simultaneously, so that no customer is left unattended.
Customer Experience Manager
LEONARDO CONTRERAS
“We saw good results from the first mailing, especially considering that we had not contacted these customers through this means. A great benefit of this is the fact that the channel with the customer is kept open permanently.”
CHALLENGE 2
Recall campaigns required ask for a lot of information to the client, and from a time dedication from the executive of between 10 to 12 minutes, which, given the large volume of clients, was unsustainable and impossible to scale.
SOLUTION
HE automated using the WittyBots chatbot the process of obtaining the information required to request a recall. This prevents the executive from having to ask repetitive questions, and frees up time for higher-value tasks such as personalized attention or the final service agenda for the customer.
CHALLENGE 3
Centralize communication of the brand into a single number, and provide dealerships with a standard tool to serve their customers.
SOLUTION
HE organized brand communication through specific trays which correspond to the different official dealerships. The customer who comes to Honda chooses the area where he lives or wants to make his purchase, and WittySuite sends it to the tray from the dealership that is closest to them by georeferencing. In turn, when it comes to recall, the customer is assisted by the Honda executive, who then refers him to the dealership of the customer's preference.
Head of CRM | Customer Experience
CAROLINA ZENTENO
"The implementation went very smoothly; we had regular scheduled meetings, which allowed us to make steady progress. In addition, their team is super complete: there was a specialist in each area, and Leonardo supervised each member to ensure that everyone arrived at the next meeting with their part done, and everyone was very efficient."
What do you value most about the solution?
Customer Experience Manager
LEONARDO CONTRERAS
“The ability to provide multiple attention spans, flexibility to changes, and the fact that certain queries or requests for information can be automated so that the executive does not have to waste time requesting them.”
Head of CRM | Customer Experience
CAROLINA ZENTENO
"What I value most is being able to reach our clients in a massive way in a simple way. It is very easy to create a template, include your message, an image, a URL; the tool is user-friendly. Also, the good thing is that the tool allows you to be free and do whatever you want, the limit is infinite, creativity at its finest!"
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