Santa Rosa Group
Santa Rosa Group managed to increase the response rate
in a 25% in satisfaction surveys.
1
About Santa Rosa Group
It is a company that offers mobility solutions through the sale and rental of cars, spare parts, accessories, mechanical and after-sales services. In Uruguay it is the official representative of Renault, Nissan, IVECO, JMC and Changan. It has three physical locations in Montevideo and an extensive network of dealers throughout the Uruguayan territory.
2
A chatbot for the automotive sector
How a flow was created to improve the quality of care in the service
A system for sending personalized and automated campaigns was created through WittySend, on the WhatsApp Business account of Santa Rosa. The company already had the tool WittyBots, where clients and prospects were served through a bot. In this new case, the tool is applied to the quality area to manage satisfaction surveys.
It is a company that offers mobility solutions through the sale and rental of cars, spare parts, accessories, mechanical and after-sales services. In Uruguay it is the official representative of Renault, Nissan, IVECO, JMC and Changan. It has three physical locations in Montevideo and an extensive network of dealers throughout the Uruguayan territory.
2
A chatbot for the automotive sector
How a flow was created to improve the quality of care in the service
A system for sending personalized and automated campaigns was created through WittySend, on the WhatsApp Business account of Santa Rosa. The company already had the tool WittyBots, where clients and prospects were served through a bot. In this new case, the tool is applied to the quality area to manage satisfaction surveys.
Quality Manager at Santa Rosa Group
VALENTINA HERRERA
“After-sales service continues to be excellent. This is demonstrated by the fact that it started out as a tool to be applied to one sector of the company, and we have now passed it on to different verticals and companies within the company. Today we continue to look for ways to make greater use of Wittysuite because it is a tool that works well. With Simpletech we understand each other and they solve things for us.”
3
More details about the Solution
Real-time and personalized satisfaction surveys
The objective of the intervention was to send customer satisfaction campaigns on WhatsApp within a period of 48 hours after delivery, both sales and post-sales. These campaigns must be carried out in a personalized way according to the purchase time of each customer.
A new conversational flow was created in the chatbot of WittyBots on the official WhatsApp Business account of Grupo Santa Rosa. The organization was already using the tool, but in this case the mission was to boost the quality team's analyses.
Together with the Simpletech team, Valentina Herrera (Head of Quality at Grupo Santa Rosa) led the project. Within 48 hours of delivery, each client receives the form to complete the survey, personalized in their WhatsApp account.
A company committed to quality
Customer satisfaction is the cornerstone of Grupo Santa Rosa. The Quality team needs to know the opinion of its customers in real time, in an agile and efficient manner.
In addition, the brands that the company represents (especially Nissan and Renault) require certain habits regarding the sales and after-sales processes, especially in the post-sale stage. These include carrying out satisfaction surveys 48 hours after delivery of the vehicle, product and/or service. It was difficult for the team to meet the deadlines by doing it manually and by telephone. In addition, they did not have personnel dedicated to the task, which made the task more cumbersome. This meant that the response rate was far from the team's aspirations and the potential loss of comments, opinions and perceptions of value from customers.
With the new chatbot, the average response rate grew exponentially.
Simpletech as a supplier is an ally
“The service was excellent from the start. They were committed to the project and understood what we needed, working in a very personalized way,” says Valentina.
1
About Santa Rosa Group
It is a company that offers mobility solutions through the sale and rental of cars, spare parts, accessories, mechanical and after-sales services. In Uruguay it is the official representative of Renault, Nissan, IVECO, JMC and Changan. It has three physical locations in Montevideo and an extensive network of dealers throughout the Uruguayan territory.
2
A chatbot for the automotive sector
How a flow was created to improve the quality of care in the service
A system for sending personalized and automated campaigns was created through WittySend, on the WhatsApp Business account of Santa Rosa. The company already had the tool WittyBots, where clients and prospects were served through a bot. In this new case, the tool is applied to the quality area to manage satisfaction surveys.
Quality Manager at Santa Rosa Group
VALENTINA HERRERA
“After-sales service continues to be excellent. This is demonstrated by the fact that it started out as a tool to be applied to one sector of the company, and we have now passed it on to different verticals and companies within the company. Today we continue to look for ways to make greater use of Wittysuite because it is a tool that works well. With Simpletech we understand each other and they solve things for us.”
3
More details about the Solution
Real-time and personalized satisfaction surveys
The objective of the intervention was to send customer satisfaction campaigns on WhatsApp within a period of 48 hours after delivery, both sales and post-sales. These campaigns must be carried out in a personalized way according to the purchase time of each customer.
A new conversational flow was created in the chatbot of WittyBots on the official WhatsApp Business account of Grupo Santa Rosa. The organization was already using the tool, but in this case the mission was to boost the quality team's analyses.
Together with the Simpletech team, Valentina Herrera (Head of Quality at Grupo Santa Rosa) led the project. Within 48 hours of delivery, each client receives the form to complete the survey, personalized in their WhatsApp account.
A company committed to quality
Customer satisfaction is the cornerstone of Grupo Santa Rosa. The Quality team needs to know the opinion of its customers in real time, in an agile and efficient manner.
In addition, the brands that the company represents (especially Nissan and Renault) require certain habits regarding the sales and after-sales processes, especially in the post-sale stage. These include carrying out satisfaction surveys 48 hours after delivery of the vehicle, product and/or service. It was difficult for the team to meet the deadlines by doing it manually and by telephone. In addition, they did not have personnel dedicated to the task, which made the task more cumbersome. This meant that the response rate was far from the team's aspirations and the potential loss of comments, opinions and perceptions of value from customers.
With the new chatbot, the average response rate grew exponentially.
Simpletech as a supplier is an ally
“The service was excellent from the start. They were committed to the project and understood what we needed, working in a very personalized way,” says Valentina.
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