sms-magic

How Renault used SMS-Magic to
provide excellent customer service via
text messaging

Personalised attention resulted in

higher customer satisfaction

Prompt customer responses

accelerated the service process

Established in 1898, Renault is a multinational, multi brand group with a presence in more than 120 countries. As of Dec 2016, the group’s revenue amounted to €51.2 billion, with an operating margin at 6.4%.

Problem

Renault wanted to provide a convenient service channel to its customers through which customer care agents could send status updates of the vehicle issues reported by the customers. It was difficult to get a response from the customers if they were called from unknown numbers.

This led to missed appointments.

Solution

Renault implemented text messaging for their contact centers across the UK. They also provided a mobile number on which customers could text their queries.

Here is how Renault used SMS-Magic messaging platform to provide excellent customer service:

  • Prompt customer responses accelerated the service process.
  • Integration with CRM helped in tracking all text communication
  • Personalized attention resulted in higher customer satisfaction
  • Text history helped in getting agent up to speed on the issue
sms-magic

Driving conversations through messaging

sms-magic

Requesting a suitable time for a call

Many times, the customers would not pick up calls from unknown numbers. The Renault team used text messaging to resolve this issue.

Here’s a sample message the team used:

sms-magic

Missed appointments have an opportunity cost associated with them. To avoid customers missing their appointments, Renault used text messaging.

Here’s a sample message the team used:

sms-magic
sms-magic

Reminders for health checkup of the vehicle

sms-magic

Update customer about their case status

The Renault team used messaging to keep the customers informed about the status of their vehicle.

Here’s a sample message the team used:

sms-magic

As soon as a job was complete, an automated text was triggered to get prompt feedback.

Here’s a sample message the team used:

sms-magic
sms-magic

Get Feedback

Download this Case Study