Stellantis is a global automotive powerhouse that understands that exceptional customer service is the fuel that drives long-term loyalty and growth. With its diverse portfolio of iconic automotive brands, Stellantis is one of the world's leading automakers and mobility providers, guided by a clear vision: to offer freedom of movement with distinctive, affordable and reliable mobility solutions. 

The problem

With a wide network of dealerships and diverse brands under its umbrella, Stellantis needed a way to kick customer communication and engagement into fifth gear. Stellantis recognised that traditional communication channels like email were falling short. Customers weren’t completing enough surveys, leading to low response rates and missed opportunities for valuable feedback across dealerships. They needed a solution to resonate with modern customers and provide a smooth, personalised experience.

Revving up customer service

Cue's WhatsApp solution is the ultimate tool for driving customer engagement. Features like live chat, chatbots, and broadcasts make customer interactions smooth and efficient. By using WhatsApp across its dealerships, Stellantis has seen the following benefits: 

• Increased engagement: Contact rates after work hours soared to 87%, a significant increase from the previous 74%. This 18% increase shows the power of WhatsApp to reach customers when it's most convenient for them.

• Better response rates: Survey response rates experienced a 196% increase, jumping from 26% to 77%. This influx of feedback provided Stellantis with invaluable insights to drive improvements.

• Increased NPS scores: Customers contacted via WhatsApp score up to 12 NPS points higher than those not contacted via the app. This shows the positive impact of personalised, real-time communication on customer satisfaction.

• Profit centre: Beyond improving response rates and NPS scores, WhatsApp has also become a profit centre for dealerships. Stellantis rewards each dealership with a monetary reward for each positive response. Meaning they only need three positive responses to cover the costs of sending NPS surveys on WhatsApp.

How it works: A simple, rewarding process

Stellantis has transformed customer engagement and satisfaction across its dealerships with a simple, highly effective process. Here’s a closer look at how the process works:

1. Customers visit or transact with the dealership and opt-in to receive WhatsApp messages.

2. The dealership sends an NPS survey via WhatsApp.

3. The customer then completes the survey directly on WhatsApp.

4. NPS data is automatically sent to the DMS for easy tracking and analysis.

5. The dealership is rewarded with a monetary incentive for each positive response.

6. Dealerships can now market, upsell and engage with customers on WhatsApp. 

How other Stellantis dealerships can use WhatsApp

The success of Stellantis brands, in leveraging WhatsApp to boost customer satisfaction, boost NPS scores and increase customer response rates is just the tip of the iceberg. As part of the Stellantis automotive group, other dealerships within the group can tap into the power of WhatsApp to drive sales, boost service, and deliver a truly exceptional customer experience.

A lead generation powerhouse

Live Chat: Have personalised conversations on a channel customers love. Chat your way to more sales and better customer satisfaction in real-time with WhatsApp live chat. 

Chatbots: Let AI chatbots do the heavy lifting. Get essential lead information, feed it into your automotive dealer management systems, provide instant responses to common queries, and facilitate smooth appointment scheduling for test drives or visits.

Broadcasts: Take your marketing and communications game to the next level. WhatsApp broadcasts ensure your promotions, service reminders, appointment confirmations, and vehicle order updates reach the right customers at the right time.

Smoother, more efficient service

DMS integration: Once integrated with the Dealer Management System (DMS), dealerships can experience the best stats without lifting a finger. The entire process becomes automated, saving time and driving efficiency.

QR code scanning: Kick things off on the right foot by having customers scan a QR code upon arrival, instantly entering them into a WhatsApp chat for a streamlined check-in process.

Accelerated quote approvals: Say goodbye to the dreaded "phone tennis" game. With WhatsApp, service teams can quickly share quotes and effortlessly receive approvals, keeping the workflow moving like a well-oiled machine.

Improved customer experience: From appointment reminders and quick service updates to smooth collection arrangements, WhatsApp Business ensures customers remain engaged and informed every step of the way. Car dealerships can leverage WhatsApp to boost NPS scores and get valuable customer feedback.

Let WhatsApp take the wheel

Automotive dealerships under Stellantis are leading the race in customer satisfaction thanks to WhatsApp. Contact Cue for a demo and discover how you can fast-track your dealership to better communication, customer satisfaction, and turbo-charged customer engagement.