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Revolutionizing Customer Support in Auto Sales: A Case Study on Walcu
Technology Category
- Networks & Connectivity - 5G
- Sensors - Autonomous Driving Sensors
Applicable Industries
- Automotive
- Cement
Applicable Functions
- Procurement
- Sales & Marketing
Use Cases
- Smart Parking
- Vehicle-to-Infrastructure
Services
- System Integration
The Challenge
The automobile sales industry in Spain has been slow to evolve, with dealerships often relying on traditional communication methods such as landline phones. This has resulted in a significant number of customer calls going unanswered, with as many as 30% of incoming calls being missed. The lack of modern communication channels such as SMS or Whatsapp has led to a situation where important customer queries can be overlooked if dealerships forget to return phone calls. This has left customers without the support and service level they need. Walcu, an automotive CRM, recognized this gap and knew it needed to build communication channels for its car dealership customers.
About The Customer
Walcu is an automotive CRM that serves car dealerships. Recognizing the communication gap in the automobile sales industry in Spain, Walcu sought to build communication channels for its customers. The company aimed to improve the customer engagement experience by unifying communications so dealerships could effectively engage customers on multiple channels. Walcu's goal was to strengthen relationships between dealerships and their customers by bringing all customer communication into one place. The company sought to personalize every step of the customer’s journey, from car purchase to routine service, by enabling direct communication between dealership service departments and clients.
The Solution
Walcu chose Twilio to develop voice, email, and SMS channels to improve communication between dealerships and their customers. Twilio, a reliable and scalable cloud communication channel provider, was chosen for its ability to support Walcu's team of developers in building a unified customer engagement experience. Walcu integrated Twilio Programmable Voice into its CRM platform, enabling dealerships to answer and return large volumes of customer calls. Walcu also created an email solution using Twilio SendGrid’s Email API, allowing dealerships to send follow-up notifications to customers. Additionally, Walcu built personalized SMS communication with Twilio Programmable Messaging, enabling dealership sales representatives to reach customers directly via text. Twilio Notify was also used to enable Walcu’s customers to receive platform push notifications via the app or web browser.
Operational Impact
Quantitative Benefit
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