Case Study

Context

In a dynamic sector such as automotive, the Stellantis Pulzoni – Antonelli dealership wants to improve contact management, flexibility in customer requests, and reduce operator downtime. Together with DNA Creative, an official Spoki partner agency, they searched for and then found an innovative solution to overcome these challenges. Its name? WhatsApp with Spoki, through which a revolution begins in their approach to customer communication.

DNA Creative, Spoki’s official partner agency, has implemented customized solutions through Spoki, significantly improving communication with customers of the Pulzoni – Antonelli dealership.

The use of automated messages, including the welcome message on WhatsApp, notification of annual maintenance, and delivery of new vehicles, has enabled more effective and timely communications, with drastically reduced waiting times and a skyrocketing customer satisfaction rate. In the period of January and February, 3,300 messages were sent via Spoki, with an impressive 93% open rate and a 56% interaction rate.

Initial Objectives

Concessionaria Pulzoni – Antonelli aimed to optimize the sale of new and used cars, electric motorcycles, long-term rentals, and workshop services, as well as improve flexibility in managing customer requests and reduce staff downtime. In addition, the WhatsApp channel was used to inform customers about state incentives for the purchase of latest-generation cars, with a significant increase in appointment rates for signing pre-contracts. Before the introduction of Spoki, strategies focused on traditional advertising and email marketing, with mixed results.

Implementation and Integration

Spoki has been successfully integrated into the digital ecosystem of Concessionaria Pulzoni – Antonelli, including the CRM and other tools such as Google Calendar and ActiveCampaign. This integration has greatly simplified sales and communication processes, making customer service more effective and personalized.

Sales and Communication Flows

Thanks to Spoki and the official partner agency DNA Creative, the strategies adopted have transformed sales and communication flows, making the purchasing process more efficient and improving the customer experience, from the initial request to the purchase, through automated and personalized communications. This has made it possible to shorten response times and increase overall efficiency.

Results Obtained

DNA Creative’s work with Spoki has led to tangible results:

60% reduction in lead management time;
Economic savings on personnel of 14,000 euros, with the same people diverted to higher value-added tasks;
30% increase in coupons;
A significant increase in customer engagement, as demonstrated by an investment budget in Spoki of only €150;
Great satisfaction for the speed and effectiveness of communication, with customers giving an average score of 8 out of 10 for satisfaction.

Conclusion

These results highlight the added value of Spoki as a replicable model also in the automotive sector, improving sales and assistance processes and leading to greater efficiency and customer satisfaction for the Pulzoni – Antonelli dealership.

CREDITS
Company: Concessionaria Pulzoni – Antonelli
Agency:DNA Creative

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