Case Study | Innovating in the Automotive Sector by Increasing Revenue by 30% with an Investment of Only €150 in Spoki
| Reduction in lead management time | Increase in coupons |
|---|---|
| 60% | 30% |
Content
Context
In a dynamic sector like automotive, the Stellantis Pulzoni – Antonelli dealership aims to improve contact management, customer request flexibility, and reduce operator downtime. With DNA Creative, an official partner agency of Spoki, they sought and found an innovative solution to overcome these challenges. Its name? WhatsApp with Spoki, through which a revolution begins in their approach to customer communication.
Case Study
DNA Creative, an official partner agency of Spoki, implemented customized solutions via Spoki, significantly improving communication with the customers of the Pulzoni – Antonelli dealership.
The use of automated messages, including the welcome message on WhatsApp, annual maintenance notification, and new vehicle delivery, enabled more efficient and timely communications, with significantly reduced wait times and a sharp increase in customer satisfaction. During January and February, 3,300 messages were sent via Spoki, with an impressive 93% open rate and a 56% interaction rate.
Initial Objectives
The Pulzoni – Antonelli dealership 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. Additionally, the WhatsApp channel was used to inform customers about state incentives for purchasing next-generation cars, with a significant increase in appointment rates for pre-contract signing. Before the introduction of Spoki, strategies focused on traditional advertising and email marketing, with mixed results.
Implementation and Integration
Spoki was successfully integrated into the digital ecosystem of the Pulzoni – Antonelli dealership, including the CRM and other tools such as Google Calendar and ActiveCampaign. This integration greatly simplified sales and communication processes, making customer service more efficient and personalized.
Sales and Communication Flows
Thanks to Spoki and the official partner agency DNA Creative, the strategies adopted transformed sales and communication flows, making the purchase process more efficient and enhancing the customer experience from the initial inquiry to purchase, through automated and personalized communications. This allowed for shorter response times and increased overall efficiency.
Results Obtained
DNA Creative’s work with Spoki led to tangible results:
- 60% reduction in lead management time;
- Economic savings on staff of 14,000 euros, with the same people redirected to higher value-added tasks;
- 30% increase in coupons;
- Significant increase in customer engagement, demonstrated by an investment budget in Spoki of only €150;
- High satisfaction for the speed and efficiency of communication, with customers giving an average satisfaction score of 8 out of 10.
Conclusion
These results highlight the added value of Spoki as a reproducible model in the automotive sector, improving sales and support 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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