Most people today are glued to their smartphones. The car trade is now putting this trend to good use. At the end of July, T-Systems integrated the two messenger services, “1:1 Chat” and “Newsletter Marketing” from WhatsBroadcast into a cloud-based automotive solution. The services are now a fixture in the Customer Experience Management Automotive (CEM) solution for the car trade at T-Systems, and they have been directly integrated with the user interface. This allows the car trade to communicate with its customers quickly, in real-time and in person via WhatsApp.
Over 70 car dealerships in Germany are already using this cloud-based CEM solution. “The messenger services of WhatsBroadcast support our customers in reaching end users in the showroom precisely where they spend their everyday digital life”, says Katrin Strobel of the Customer Experience Management Automotive solution from T-Systems. “This creates a very personal, individual customer experience which makes a lasting contribution to the customer relationship.”
From the first visit to proactive analysis
For example, the service consultants in a dealership can now clarify individual repair work or agree dates with their customers via WhatsApp. This makes service processes faster while still guaranteeing personal dialogue. The solution also evaluates customer data intelligently and builds them into sales and service processes.
Various modules also cover the entire customer journey through the dealership: from their first visit, via workshop planning all the way to proactive analysis. In this way, the car dealer can send his customers information, images, video or audio messages on current or upcoming promotions and offers by means of newsletter marketing via WhatsApp.