PMG’s latest case study
Automating an auto company
Recently, another one of our customers was kind enough to allow us to share their success story. After years of frustration using spreadsheets to track vouchers, this large European motor company decided it was time to upgrade their outdated process.
The program was a paper-based system that gave customers vouchers to encourage faith and loyalty in the brand when they had a less than ideal experience. When a customer redeemed a voucher, the dealership kept track of everything in a spreadsheet after submitting the voucher to the corporate Contact Center for reimbursement.
Trying to keep everything up to date through spreadsheets and emails was difficult and confusing, and many dealerships were not reimbursed. It was time to put a system in place that worked!
The automotive company reached out to PMG, expecting that the process of getting a solution in place would be time-consuming and difficult. On the contrary, the Customer Care Program Manager was relieved to find that it was simple and straightforward.
PMG designed and delivered a digital, trackable voucher system to streamline and bring much needed visibility to the process. This in turn reduced customer complaints by up to 90% while simultaneously decreasing the back-end workload by more than 50%!
Read more here.
