ROAR CX reduces customer experience (NPS) monitoring costs
As part of its cost savings effort, a global OEM decided to standardise CX methodologies and reduce its 11 CX platforms across its 40+ markets into 1 global program built and managed by ROAR.
CX methodology standardization.
- Same CX program across all markets with HQ-approved market variation.
- AI-based monitoring of response variation for results validation and improvement.
Greater, deeper touchpoint coverage.
- Online reputation management and online shopping were added to the global program.
- New and existing touchpoints analysis was enhanced with AI-based CX impact prioritization
Outcome:
In addition to enabling a centralized CX budget management and savings, the client now has more effective NPS performance clarity and cross-market performance comparisons, which enabled further cost savings due to the ability to apply CX improvement programs globally, rather than on a market / regional basis.
Lead CX reduces lost sales risk
LEAD CX identified lost sales at a dealership due to several factors, two of which were unknown to management prior to ROAR conducting the Lead CX activities:
High percentage of leads were not visiting the dealership.
ROAR Lead CX data indicated a high percentage (91%) of leads requesting
information did not visit the dealership due to lack of timeliness of the lead inquiry
(>24hrs) and / or the poor quality of information the dealership provided back to the lead
In-dealership shopping experience was weak.
ROAR Lead CX data indicated shoppers’ experiences were weak, with low test drive satisfaction and low used vehicle valuation satisfaction
Outcome:
In addition to incremental sales from higher close rates on LEAD Alerts, sales managers used the data to conduct training sessions on lead management, including response timing, response quality, and ensuring test drives
25 %
increase in lead visit improvement.
17 %
increase in lead conversion.
ROAR Service quality improvement – improved NPS
Client wanted to improve its service customer NPS. ROAR conducted regression analysis to define heaviest impacting experience elements on NPS: fixed right first time FRFT being identified as highest impacting variable on NPS.
ROAR conducted the following activities for the client for deeper understanding and effective action taking on FRFT:
- Analyzed labor codes related to non-fixed right cases and prioritized top 20 job codes creating most non-fixed right customers.
- Conducted text analytics on verbatim comments from non-fixed right cases and categorized findings among top 20 jobs.
- Provided a problem profile to the client for these top 20 jobs, including frequency, conditions, customer-reported reasons not fixed, most frequent parts involved, pick rates
Outcome:
Client saw a 6% point increase in fixed right first time and 12 point increase in NPS.
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