IN 2020, AUTOLARTE HAD
A CLEAR CHALLENGE:
TO IMPROVE
CUSTOMER
SERVICE AND
AUTOMATE THEIR
PROCESSES
TO BOOST
THEIR RESULTS.
To achieve this goal, they first identified their pain points, understanding that the pandemic in 2020 caused a paradigm shift in the minds of consumers, the way of selling, and the relationship between brands and people.
In this context, Juan David Ballesteros, responsible for the digital transformation of Autolarte, set out to find a digital tool, application, or software that would help improve internal processes for customer service and sales. That's when Juan David came across Keybe. He says, 'It wasn't just a webpage or software... it was something better, a solution within a WhatsApp chat, which everyone uses. It was not feasible to ask our customers to download a new app that they would only use a few times a year, as vehicle purchases occur approximately every three years, and visits to our service centers may be around three times a year.'
Keybe was integrated not only into their WhatsApp but also into their digital ecosystem, consolidating information in one organized and visible place for the entire team. Additionally, they developed what Autolarte calls the 'Autobot,' a flow powered by Keybe's Artificial Intelligence that allows them to quickly respond to their customers' chats, assign them a brand advisor based on their interests, schedule appointments, and many other options.
Just as Autolarte embraced digital transformation with Keybe to enhance the performance of their sales and after-sales teams, you and your automotive business can also do the same. Here, we share a bit of this experience with you.
ENHANCED
CUSTOMER
EXPERIENCE:
One of the biggest challenges faced by the automotive industry, including Autolarte, is the customer experience in their after-sales services, such as scheduling appointments for their service centers. Juan David recalls how over 15 years ago, cars used to line up around the dealership, and many couldn't even make it inside. The mindset back then was, 'Customers can bring their cars whenever they need to, without scheduling appointments.' However, with high demand, this became a headache for the brand and the customers. Hence, they started implementing different technologies and tools to facilitate appointment booking and bring order to this service. But the same issue persisted, and obtaining an appointment could be a stressful process. Fortunately, Keybe and Autolarte found a solution to this through appointment scheduling via chat, such as WhatsApp or the customer's preferred channel.
CUSTOMER AND PROSPECT
TRACEABILITY:
Now, every individual, whether a customer or potential customer, is automatically saved in Keybe, enabling you to identify various sales and after-sales opportunities and measure the performance of both your team and the sales these opportunities represent. This point not only benefits Autolarte; the customers can stay informed about the progress or status of their vehicle while it is in the service center via WhatsApp. They can also keep track of their vehicle purchase status and even pay their invoices through WhatsApp using a payment button.
Buying a vehicle is not as simple as buying a shirt, due to its value and the emotions involved. But with the advancements and education we have with our customers, we hope that in the not-too-distant future, our customers can add their new car to the shopping cart, pay, and be done with it... or why not, do it via WhatsApp
CRM:
Having an automated CRM directly connected to your digital channels and chats allows you to trace every person's interactions with the brand, create opportunities, and implement various campaigns based on the brand's and customers' interests. Using Keybe ensures data accuracy and prevents information from being lost among papers and notebooks. As soon as a customer makes contact, their details are stored, and as the conversations progress and information is requested, the chat guides you on how to save it with a single click, reducing storage time and avoiding digitization errors.
The Autolarte Experience Center has a before and after story since the implementation of the
developed by KEYBE.
It's an AI-powered chatbot that identifies every conversation received through any of the brand's channels, understands each customer's needs, and provides solutions such as scheduling service center appointments, vehicle options, or connecting them with an advisor based on their specific requirements via chat. It can even handle bill payments.
This helps provide a better customer experience by offering prompt and timely assistance through a familiar platform like WhatsApp, avoiding the need to visit physical locations, endure long queues, or wait endlessly for responses in a chat.
THE VALUE
OF DATA
“All car brands sell vehicles and cater to the same customer needs, but a significant differentiator in making a purchasing decision is the overall experience. This is where customer data becomes crucial," explains Juan, as he emphasizes the importance of customer data and prospects in today's context, and how Keybe becomes relevant in this aspect due to the amount of information that can be automatically stored from the chat itself.
Knowing and understanding what a customer is looking for during their first visit or approach to a dealership is perhaps the primary source of information to close a sale in subsequent conversations through proactive and even automated sales strategies and campaigns that can be implemented by the brand to win over each customer.
In terms of aftersales, it is of vital importance as well, as it enables generating reminders for mileage-based check-ups, holiday seasons, and other services that can be offered to customers. This enhances empathetic communication and, consequently, boosts sales.
Métrics
The implementation of Keybe in Autolarte's sales processes has yielded the following numbers:
¿Te pareció interesante esta historia
Did you find this story interesting and would you like to know
how Keybe can boost the performance of the sales team in
your automotive business?
Get in touch
with us!
#TogetherWeWillMakeItPossible
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