Leveraging Customer Intelligence: Revolutionizing Automotive Customer Experience with Data presented by Ben Chodor IS20G15 - Baltimore, MD Lord Baltimore Hotel April 15-17, 2024

1. Leveraging Customer Intelligence: Revolutionizing
Automotive Customer Experience with Data
Presented By Ben Chodor

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In today's competitive automotive market, data-driven insights guide us to meet exact
needs, enhance satisfaction, and foster loyalty.
Strategic application of data is revolutionizing customer experience, helping us secure
more appointments and close more deals, while nurturing lasting connections.

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In Automotive,
Customer Experience is
Every Interaction

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Why Does It Matter?
Grow and Profit over CX
Automotive brands that personalize CX can outperform the competition
by as much as 40%.
46%
92%
of customers would switch to a different OEM if it
delivered better customer experiences.
of US car dealers see CX as extremely important to their
future growth.
of people are willing to spend more money on a brand
that provides a stellar experience.
Source:
https://www.accenture.com/content/dam/accenture/final/a-com-migration/r3-3/pdf/pdf-169/accenture-customer-experience-reboot.pdf#zoom=40
https://www.pymnts.com/cryptocurrency/2024/goldman-sachs-reports-growing-institutional-interest-in-cryptocurrency/
75%

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Information alone isn’t enough, it’s also about the connection.
Developing a smooth and engaging customer journey, both during and after the
purchase, demands in-depth data analysis to shape strategies and guide the customer
lifecycle.
How to Win
When consumers expect more interactive, personalized experiences?
Source: https://www.acxiom.com/2023-automotive-customer-experience-study/
What Matters to Customers Beyond Vehicle Specs:
• Dealer/repair shop accessibility
• Staff expertise
• Connected vehicle and advanced systems
• Data privacy and protection
Crafting the Connection

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Sourcing Your Data
To capture customer insights and optimize strategies
Call Tracking
Sales Training
User Journey
Evaluation
Insights from the 84.5M calls we tracked in 2023
• Tuesdays at 2PM is the most common time for status
check calls.
• Call duration is not correlated to appointment set rate.
• 28% of customers hang up after being on hold for
longer than 1 minute.
Resource Allocation
Keyword
Trend
Analysis
Hold Time
Reduction

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The Power of Data

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67% Inbound calls never connected 6%
Actionable Insights enhance every touchpoint
Enhance Call Connectivity Optimize Sales Training
Monitor Agent Performance
13%
Acquisition Conversion Retention
Customers hang up after on
hold for 1 minute
Fixed ops calls ended
without an appointment set

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68%
of customers are more likely to repurchase from
auto dealers they’ve previously used.
Roughly 50%of customers will switch to a competitor after just
one bad customer service experience.
Data-Enhanced CX Strategy
To retain customers and
attract new ones
70%
of consumers reported they would increase their
annual spend on aftersales if the experience
improved.
Strengthening Retention
Expanding Acquisition

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Implementing &
Scaling Your Action

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Streamlining with End-to-End Solutions
An integrated platform provides:
Simplified Data
Management
Unify data sources,
enabling optimal
use of insights
without the need to
alternate between
systems.
Enhance Team
Collaboration
Happier
Customers
Break down silos
by sharing insights
across
departments,
automating tasks.
Ensure a seamless,
personalized
customer experience
that cultivates loyalty
and trust at every
customer touchpoint
.

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Enhancing Operations With AI
Data Capture, Monitoring, Automation, and Training
Knowledge-Enhanced
Training
Fuel sales and behavior
training, enabling your team
with data-driven knowledge for
improved
customer interactions.
Efficiency Through
Automation
Automate key processes to
focus your team's efforts on
strategic initiatives and
customer service.
Accelerate
Analysis
AI analyzes extensive data to
identify patterns and
predictions with exceptional
accuracy.

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The Future of
Customer Experience
Leveraging data to enrich every customer
touchpoint and deliver outcomes.
Technology can elevate your capabilities
and intelligence into customers – present
and future.
FPO

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Any Questions?

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Ben Chodor
CEO, CallRevu
CALLREVU.COM
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