NelsonHall

Webhelp’s growth in the BFSI sector earns recognition as a CX leader by NelsonHall

16th June, 2021

Major international analyst firm NelsonHall has designated Webhelp, the leading global customer experience (CX) and business solutions provider, as a “Leader” for its offerings and abilities in CX services in the banking, financial services, and insurance (BFSI) sector.

Recognized for delivering seamless execution and innovation, the group was placed highly across all four market segments: overall BFSI, revenue generation capability, CX improvement capability, and cost optimization capacity.

Ivan Kotzev, NelsonHall CX Analyst, said,

“The banking and financial services industry is undergoing rapid evolution of CX with demands for the redesign of customer journeys. Webhelp’s innovation framework and resources to rethink the customer-brand interactions and dedicated capabilities in KYC, payment processing, and fintech scale-up are essential elements in a comprehensive approach.”

The recognition Webhelp received validates its ability to deliver value to clients in the BFSI sector through innovative digital enablement and analytics-driven design leveraged to drive transformation. Webhelp, together with its dedicated consulting firm, Gobeyond Partners, has invested heavily to create innovative frameworks and drive the CX transformation agenda.

The company’s integrated BFSI platform, which builds technology-enabled solutions by mapping end-to-end customer journeys, was highlighted as a significant competitive advantage. The report also nods to Webhelp’s dedicated payment services and regulatory and compliance service offerings focused on laying a solid foundation for clients through a proprietary Know Your Customer (KYC) journey approach.

The company’s people-first culture, collaborative way of working, and end-to-end digital transformation solutions are what make Webhelp’s client experience stand out, especially for those businesses looking to retain customers and build long-term loyalty.

Matthieu Bouin, Group Managing Director, Webhelp, stated,

NelsonHall’s recognition is a huge honor for us because we know the BFSI industry is undergoing a complete transformation. This is why we’ve strengthened our transformation capabilities together with Gobeyond Partners. Thanks to their extensive knowledge in the banking and financial services sector, we’ve worked together to design and deliver transformative customer journeys while supporting our clients’ to generate revenue and optimize costs.”

Webhelp’s program, The Nest by Webhelp, dedicated to supporting start-ups and scale-ups during their growth journey by building a hand-in-hand customer experience process, was recognized for its work with fintech and insurtech clients.

With plans to double growth by the end of 2021, the BFSI sector is an essential part of Webhelp’s geographic expansion strategy.

The NelsonHall NEAT vendor evaluation study assessed the performance of 13 major players delivering CX services in the banking and financial services industry. Webhelp’s position as a Leader is the highest category based on capability, performance, cost optimization, and revenue generation, amongst the other quadrants classified as Innovators, High Achievers, Major Players.

To read more about NelsonHall’s NEAT evaluation for CX Services in BFSI for Webhelp, we invite you to download the full report below.


Emotional connections matter

Helen Murray, Chief Customer Solutions Officer for Webhelp UK, takes us through what emotional connections can do for your brand in 2021 and beyond.

When it comes to Customer Experience, research has shown time and again that emotional connection is key. 

We’ve previously looked at how emotional connections can be hugely important for brands at a time in which many of us have never felt more disconnected. In our Emotions white paper, we investigated how brands can develop emotional connections with their customers. 

In this article, we explore the ways in which emotional connections can directly impact brands’ relationships with their customers, specifically the impact to three fundamental customer success metrics: 

  1. How likely is your customer to buy more products from your brand?
  2. How likely are they to develop stronger loyalty?
  3. How likely are they to recommend you to others?


What is emotional connection? 

Before we move on, it’s worth qualifying what we mean by “emotional connections to a brand”.  

We define emotional connection as the feelings that come together to form a bond between the customer and a particular brand. When customers have an emotional connection to a brand, they feel positive feelings towards the brand that goes beyond simply ‘liking’ it – behaviours such as being willing to show loyalty, to buy more products, to pay attention to marketing and communications, and to recommend the brand to others, are all more prevalent. 

“People need to believe, which is easier to do when the brand has a strong purpose and values. A bond – or a genuine emotional connection – is more easily created and retained when these are conveyed by a person. Technology can be a powerful enabler, but it’s really people that are key to emotional connections.”  

David Turner,
Chief Executive Officer, Webhelp UK Region
 


Emotional connections in 2021 

In 2020 and 2021, we contributed questions to the Ryan Strategic Advisory: Front Office BPO Omnibus Survey, with an interest in both occasions in understanding the role emotional connections can play in helping organisations build lasting relationships with their customers. 

The 2021 report collated the views of 628 enterprise executives, each of whom is responsible for strategic decision-making over contact centres in their respective organisations. 

The results were interesting: 

From the data, it’s clear that the survey respondents are of the firm and consistent belief, year on year, that consumers who feel a strong emotional connection to your brand are more likely to buy more of your products, they’re more likely to stick with your brand, and, significantly, they’re more likely to act as advocates for your brand. 

What’s also interesting to note is, looking at the data between 2020 and 2021, there’s been a negligible difference in the results, strongly suggesting that the impact of Covid-19 across the globe has had no discernible impact on how customers view their relationships with those brands with which they feel an emotional connection. 

A couple of other significant takeaways from the report: 

  • With a score of 3.53, the area that respondents suggest is least affected by emotional connections is that of price. What this essentially means is, it’s less likely that customers would accept price hikes purely because they have a strong emotional connection with the brand. 
  • Almost half (47%) of businesses surveyed recognise that emotional connections with customers is vital, and have a strategy in place to support this goal. This is an increase of 6% year on year.  


Examples of emotional impact in different sectors 

Judging from these results, it seems clear that brands who invest the time in creating real emotional connections with their customers can expect to see results. 

Let’s take a look at some real-world examples of how emotional impact can build strong customer ties: 

Consumer trust in TransferWise is sky high 

TransferWise (now Wise), a London-based money transfer platform released 5,600 balloons outside Westminster. Each balloon, representing one million of the £5.6 billion pounds lost by British consumers in hidden bank fees in just one year, was tagged with a personal story from a consumer, outlining how much that individual person had lost in hidden bank fees. 

AirBnB show their travel cards 

While the 2018 US travel ban was dispiriting to many, it had a particular direct effect on travel and hospitality firms, including AirBnB. The holiday firm decided not to rest on their laurels, and – echoing the frustration of people around the globe – made their position clear on the matter. Their decision to speak out on what was widely considered an immoral judgement was backed up by their donation of up to $150,000 to the International Refugee Assistance Project (IRAP). 

Samsung (literally) provide Good Vibes 

As one of the foremost manufacturers of mobile devices in the world, Samsung know a thing or two about communication. But they also proved they have a strong consideration of their customers’ needs with the launch of Samsung Good Vibes, an app which allows deafblind individuals around the world to communicate with anyone via their smartphone. Developed in association with Sense International India, the app uses a Morse Code-based vibration system and is free to download from the Galaxy Store. 

These are all strong examples of how brands can directly create strong emotional connections with existing and potential customers. But how can organisations be sure that the connections they’ve built have real staying power? What can they do to embed those connections more deeply into their customer experience?  

Well, that’s where we come in. 

How we can help 

Like any other relationship, these emotional connections with customers need to be nurtured and maintained. They also need to exist on a bedrock of customer service and experience. In other words, there’s no point in trying to build strong emotional connections with your customers if your existing customer experience is poor. 

We can help you to shape the ideal customer journeys for your business. We leverage industry-leading technology and data to continually optimise performance, and to help you scale and grow your business in a cost-efficient way, while quickly adapting to new and changing customer needs.  

In short, we can help you build amazing experiences for your customers. 


Victor Sundén appointed CEO of Webhelp Nordic

7th June 2021

Victor Sundén, Chief Commercial Officer and Deputy CEO at Webhelp Nordic, will be promoted to CEO of the Webhelp Nordic region as of August 23, 2021. Victor joined Webhelp in early 2020 to drive strategic growth in the region.

Victor will succeed Terje Andreassen, who has served as the CEO of Webhelp Nordic for the past five years. Terje has been with Webhelp Nordic and former GoExcellent, now a part of the Webhelp Group, since 2009, and after a long tenure of twelve great years of service, he has reached a point where he would like to focus on his role as Chairman of the Webhelp Nordic Board. He will continue supporting the expansion of Webhelp while maintaining a key focus on customer relations.

Victor has extensive experience ranging from strategy consulting and advising clients in Europe and the U.S. to building and scaling internet businesses, primarily in e-commerce. These experiences provide Victor with a solid foundation for raising Webhelp’s presence in the region.

Victor Sundén stated:

 “I am honored for this opportunity to assume the CEO role during such a pivotal period of development. Like all the Webhelpers here, I am passionate about the company’s success and am committed to driving innovative customer experiences for our clients. With Terje’s support, I plan to continue executing the strategy while maintaining a significant focus on empowering our people and unlocking growth as we continue to scale. On behalf of the entire Nordic team, I want to thank Terje for his enormous contributions to Webhelp, his guidance, and his mentorship throughout this transition. Terje has made great strides in his commitment to the company’s success while helping to cultivate phenomenal culture. We’re lucky to have him serve as an advisor moving forward.”

Terje Andreassen said:

“It’s been a great honor to be a part of the Webhelp Nordic team as Webhelp has undergone a crucial period of transformation, partnering with new clients to deliver innovative CX solutions. Although I’ll be reducing my day-to-day involvement in the management of Webhelp, I will continue to serve Webhelp as a strategic advisor and building client relations as chairman of the board. I couldn’t be more pleased to see Victor transition into this new role as CEO. I am very proud of what we’ve accomplished together.”

Olivier Duha, Webhelp Co-founder and CEO shared:

“The Webhelp community have a lot of appreciation and respect for Terje’s role as Nordic Region CEO. Victor’s experience and drive will no doubt lead to a continued success for this region, and I very much look forward to seeing what greatness the team delivers.”


Benefits of integrated Content Management for Retail

Fierce competition, fostered by the necessity for shoppers to go online during the consecutive lockdowns across the globe, calls for key differentiators and operational excellence for ecommerce, marketplace, and classified ads platforms.

These now well-established players, ruffled by constant newcomers, aim to provide the lowest prices to their customers, but low profit margins do not allow them to always reach a lower selling price than their neighbors. Another key pillar for them to stand out is offering an even smoother online user experience. But how is it possible for the users to live an experience that is comparable to an in-store purchase, once they have been attracted to their website?

At first, Content Management seems to be a relatively simple concept, especially when applied to retail: it is important to have consistent information on products shown to the clients, in the right place at the right moment. If a customer is not able to find it on one marketplace or ecommerce platform (this can also happen to classified ads, to a lesser extent), but they are able to find it on a different one selling it for a similar price, they would not bother returning to the original website to make that purchase. Therefore, it’s important to retrieve all product information from different sources by skilled and industry-specialized content managers who are also able to run promotions or discounts, update prices, and take down sold-out products. This is what is commonly called catalog management.

This enables retailers to be efficient at organizing their products by ensuring consistency and quality information is displayed across different channels. Moreover, the combination of dedicated software with skilled content managers facilitates a collaboration between the advisor and retailer for a smooth online experience.

These three software tools significantly refines this whole process:

  1. Digital Asset Management: These tools will help different teams across an organization to easily operate together in an organized way, and modify media files such as images, documents, and videos.
  2. Product Information Management: They centralize the details that customers, platforms, or employees need to know about the products they are selling.  Syndication allows the data to be shared across all sellers, channels and languages. Managing it well is a lever to the localization of your catalog.
  3. Content Management Systems: These are essential to create consistent online user experiences. Their collaborative features support the organization of workflows and queues, as well as the ability to create, store, edit and publish web content. Moreover, they allow to put this online content into context.

With the three of these software tools combined, it is possible to offer a smoother online experience that is closer to in-store. It facilitates teams to have an exact idea of their stocks, a close connection to their CRM, and flawless ad equation between online and offline stocks for the whole organization. By using this data, it enhances the customer experience by being able to analyze and forecast trends.

The three immediate impacts:

  • It is possible to show more relevant recommendations to any specific customer
  • Avoids huge disappointments when a product that was displayed as available on the website – has just been sold or ordered in a shop
  • The retailer is able to have an integrated view of the performance of its products to then act upon it.

Automation and tools play a critical role in this process, but reactive content managers with the ability of retrieving information in an ad-hoc manner if the software is missing information is key, as one will not be able to work as efficiently as you would want it to.

This strategic stock management, that can only be allowed due to integrated Content Management, can be pushed even more when a retailer is present across different markets with different languages. To offer a best-in-class experience, customers need to feel close to the company’s values, which are mostly embodied by marketing strategies and the salesperson who is selling the product to you in a shop.

Online, this can be done through an accurate localization plan following trends analysis, based upon which digital asset works, in which context (placed by the content manager at the right time).

Thinking about its Content Management strategy as unified and collaborative, making use of the right combination of tools and the right people to enact it, is a lever to gain competitive advantage in a space that is getting more and more saturated. Consumers are searching for companies they resonate with, that are capable of not only understanding their needs but also predicting them.

The link to CRMs makes even more sense when the retailers know that a product lifespan is about to reach its end, and then offers to renew its purchase for example. Those smart ways of engaging with customers, which can only be facilitated by integrated Content Management – should be the go-to for any online platform aiming to remain competitive in the market.

Finding a partner like Webhelp, who is conscious of the different technologies available on the market and is able to find, train and nurture the right profiles that fit to your brand, with the ability to develop your digital strategy, is becoming more important than ever. Whether you are a retailer selling your products across multiple platforms or you are a platform yourself.

Talk to us today about how Webhelp’s Digital Content Services can help you deliver best-in-class online experience to your customers through designing the best mix of technology and people.


 

Author

Thomas Japy

Digital Content Services Business Analyst

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Webhelp keeps growing with the opening of new offices in Malaga

Webhelp, a leading global customer experience and business solutions provider, inaugurated its new offices in the Benalmar Building, located 20 kilometres from Málaga city, as the company’s new B2B sales project centre and technology hub for the local economy.

Mr. Víctor Navas, Mayor of Benalmádena, attended the inauguration together with Julio Jolín, CEO of Webhelp Spain; Victor Sunden, deputy CEO and COO Webhelp Nordic and Vincent Bernard, Chief Operating Officer Webhelp Group.

Webhelp is committed to promoting growth and employment in Málaga.

The new headquarters in the Benalmar Building, in Benalmádena, has 7,500 m2 and has been remodelled to adapt to the needs of the company and the new post Covid-19 requirements, with a capacity of up to 1,065 workstations. Webhelp estimates a 25% growth this year, generating employment opportunities and attracting talent to the local community.

Julio Jolín, CEO of Webhelp Spain said:

“Malaga is one of the Spanish cities with the greatest projection in the technological and business field. The great quality of life it offers and its extraordinary connection with other cities in Europe make it a strategic capital for competitiveness and talent attraction. Webhelp has been on the Costa del Sol since 2017 and currently has more than 60 positions open for recruitment in the coming weeks. From Benalmádena, our goal is to grow in B2B sales and promote the generation of employment, providing the best service to our clients”.

From its current headquarters in Benalmádena, Webhelp’s staff in Malaga is formed by people of around 30 nationalities offering B2B services mainly to companies in the banking and insurance sector, information technology, high tech and construction, with a strong international projection, and aims to become a hub of growth and talent attraction for the region.
In Spain, Webhelp has offices in Barcelona, Mallorca, Valencia and Tenerife and recorded revenues of 185 million euros, 23% more than in 2019. More than 75,000 Webhelpers share their talent and passion every day to help their clients make a difference, inspired by the “Think Human” vision promoted by the company.


Webhelp and Signify bring home a win at the Customer Experience Excellence Awards

28th May 2021

Webhelp, the leading global customer experience and business solutions provider, and its global client Signify, the world leader in lighting for professionals and consumers, brought home an award together at this year’s Customer Experience (CX) Excellence Awards.

The ceremony, presented virtually on Wednesday the 26th of May, as part of the NICE Interactions 2021 event, awarded Signify and Webhelp teams for the Best CX Innovation category.

The award recognized the companies for the flawless roll-out of NICE in Contact’s CXone, a cloud-based solution, enabling Signify to deliver an omnichannel experience from three consolidated multilingual hubs across Europe, the Asia Pacific, and North America. With the help of 200+ brand ambassadors who cover 40 languages, Webhelp provides multichannel customer support to Signify’s consumers and professional customers.

The technology solution also enabled ambassadors to have more precise insights into Signify’s customers’ needs while gaining back time to focus on engaging in higher quality interactions.

When Signify and Webhelp renewed their global partnership in 2019, Webhelp initiated this project to drive digital transformation and pursue world-class operational excellence on a global scale. The project featured in the submission focused on the Nordic region, which served as a front-runner for the implementation. The roll-out is currently underway across the other regions.

Luite van Zelst, Global Vendor Manager, Signify, stated,

We are proud to accept the Best CX Innovation award together with Webhelp, which reflects the immense effort and teamwork to deliver one seamless experience for our customers. With Webhelp’s support on this front, we’ve managed to build out a centralized process together, enabling us to address the core needs of our customers. Given customer-centricity is a key focus, we will continue to expand the solution with an iterative approach to ensure our customers are serviced at a high standard.

Andrea Kaminski, Global Industry Lead, High Tech and Media, Webhelp, said,

We are thrilled to receive recognition for our work with Signify. Over the past years, our teams have worked incredibly hard to support Signify’s rapidly growing global customer base. With technology enablement as a core strategic pillar of our work with clients, we’re happy to work with an organization like Signify, which is open to adapting to new technology in the ever-changing CX landscape. This award is certainly a special moment as we continue on our transformation journey together.”

NICE honored CX excellence award winners at the virtual interaction event, celebrating the delivery of exceptional experiences and CX agility through innovation. The Best CX Innovation award category recognized the adoption of innovative artificial intelligence, analytics, or automation that drove digital fluency, transformation and business results.


KYC remediation

[Banking, Insurance, FinTech] KYC Remediation: how to outsource without sacrificing customer experience

KYC remediation

The purpose of KYC remediation procedures, which regulated establishments may be required to carry out, is to upgrade client data and to ensure that it is compliant. Faced with large amounts of data to process under tight deadlines, many companies choose outsourcing. But you need to be careful. KYC operations are delicate. They can have an unpleasant impact on end customers and thereby lead to the closure of customers’ accounts! However, as Nicolas Dambrine, Managing Director of Webhelp KYC Services explains, they are also an opportunity to get to know your customers better and even to boost their level of satisfaction.

KYC remediation refers to compliance operations that concern existing clients, in the context of KYC (Know Your Customer) regulations. It involves collecting, updating and checking customer data and the supporting documents, in particular, for identity, address and activity, as well as for tax. As a rule, with a regulated company (such as a bank, an insurance company, a payment institution or with FinTech), it follows:

  • Pressure from the Regulator (the Prudential Supervision Resolution Authority, or ACPR in France), requiring a particular group of customers to be brought into compliance, sometimes with the threat of a fine
  • The entry into force of new regulations which, to be complied with, require the database of existing customers to be updated
  • Receipt of a banking licence or the acquisition of a banking institution, meaning that the database of existing customers needs to be updated so as to ensure uniform adherence to regulatory procedures

For many financial institutions, these remediation obligations pose several challenges: how can you implement a large number of operations in a short time and in a reliable and traceable way? How can you maximise the data collection rate so as to avoid closing the accounts of customers that did not respond? Finally, how can you minimise the impact on customer experience and avoid tarnishing the image of your brand?
After all, we should remember that a remediation initiative is rarely a happy experience for the end customers. It may appear intrusive or be viewed as a form of phishing that could compromise the confidentiality of their personal data.

While outsourcing KYC remediation is a very suitable solution to address these issues, it is not something you can improvise! For Nicolas Dambrine, there are a few golden rules to follow when it comes to outsourcing a KYC remediation initiative:

  • Work out a methodology with accurate planning and topic-focused workshops, so you can prepare each stage of the project in advance and prevent technical, operational or human errors before the project gets under way.
  • Get the help of a project team with both the right size and experience over the whole course of the initiative. It is easy to underestimate the workload, so it is better to invest a little more at the outset to ensure the project is well managed.
  • Prioritise operational efficiency and process optimisation with an end-to-end solution combining technological and human elements. The truth is that although technology is transforming and accelerating the process of remote identification, no platform can claim to automate 100% of operations. Some complex procedures will require the involvement of teams of expert operators focused on value-added tasks and interaction with customers.
  • Set up a dedicated telephone helpline right at the start of the initiative, allowing the end customers to ask questions and to check if the operation is legitimate, or to get help with completing the remediation process. We found out that 95% per cent of customers who contact this hotline agree to carry out the remediation, which is thanks to the quality of the advice from our expert agents. So for your initiative, this is a great way to increase the rate of compliance! This communication channel is also an opportunity to improve your customer relations and to strengthen the bond with your end customer: by getting updates on their situation or on their contact details, or hearing them express their needs and their problems …
  • Establish accurate reporting and metrics beforehand, as they are essential for managing the project and achieving your objectives. They will enable you to monitor its progress and take decisions at the right time in the event of a change of course.

These five factors, if they are properly taken into account, are the keys to the success of an outsourced KYC remediation initiative.

When you make customer relations central to the whole operation, KYC remediation campaigns can give you an opportunity to improve the relationship with the end customer and to boost customer loyalty over the long-term, thanks to reassuring advice provided by experts.

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Protect your community of dealers and buyers in the online marketplace

Managing content at each step of the online marketplaces’ customer journey

Protecting users online is crucial for businesses. It’s imperative to have a safe and secure platform for a seamless experience, and provide customers with trustworthy content to engage throughout the customer journey.

Did you know: 67% of consumer’s fears towards the sharing economy are related to trust, and 73% of people are unlikely to return to a site if ads have poor descriptions?

This paper looks at some of the pain points in online marketplaces, highlighting how Webhelp can offer a comprehensive and game changing solution to ensure a smooth and efficient experience.

Download our insights to learn more and discover our solutions.


 

Author

Thomas Japy

Digital Content Services Business Analyst

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Whitepaper B2B Marketplaces Webhelp Payment Services

Whitepaper: The sun rises - The role and opportunities of B2B marketplaces in a post-Covid world

Whitepaper-B2B-Marketplace

Following our last studies “The spring of B2B marketplaces” (2017), “B2B marketplaces are blossoming” (2018), and “The summer of B2B marketplaces” (2020), we once again joined forces with the strategy consulting firm Roland Berger and Mirakl to take stock of this new year of development for B2B marketplaces.

This new edition, entitled “The sun rises – The role and opportunities of B2B marketplaces in a post-Covid world”, goes further into the new development and opportunities for B2B marketplaces which played a key role in helping businesses continue their activities during the pandemic.

While the growth of B2B marketplaces has thus accelerated, they also face added pressure from B2C marketplaces, as customers’ expectations have also risen. Increasingly threatened by leading generalist marketplaces, B2B players have turned to diversifying their products and developing vertical services on highly controlled and specialized markets to protect themselves. This specialist approach shows clear success potential today and in the post-Covid era, as B2B marketplaces are expected to continue to grow at a strong rate.

We invite you to download this study, which addresses the following topics in detail:

  • The relevance of B2B marketplaces in a post Covid-world
  • Two distinct strategies for B2B marketplaces: digital generalist natives and incumbent B2B players


How to maneuver ahead to meet new customer needs

Automotive: 3 tips to meet new customer needs

2020 became the year of digital acceleration – to strengthen the connection with consumers, digital transformation is a must for the automotive industry.

The road may be circuitous depending on maturity, but implementation of the right tools and a strong customer-focused strategy will support in maneuvering ahead.

To assess this maturity and support you in this transformation, Julie Bouis, Sales Director for Webhelp’s Automotive and Mobility BU shares some insights and advice.

  1. Automotive sales and after-sales: new challenges and customer needs

There is no doubt about it, the automotive sales and service environment has changed markedly over the last few years, long before the 2020 health crisis.

At national and international levels, we noticed:

  • Significant shifts in customer loyalty to manufacturers and their owned cars
  • Demand for digital services increasingly diversified and more personalized offers
  • Stricter environmental and safety regulations

New industry challenges are emerging in the automotive industry. Customers’ expectations are increasingly pressing, requesting for greater personalization, immediacy, choice, connectivity, as well as more security and reassurance.

To differentiate, interactions must be customized to the needs of customers, while considering these new industry challenges.

  1. 2020, accelerator of the CX digitalization in the automotive sector

These challenges – combined with 2020’s events drove businesses to adapt customer journeys to maintain contact with prospects and customers.

Depending on the company – and its level of digital maturity – this adaptation resulted in:

    • Implementing 100% digital or online journeys
    • Setting up digital showrooms
    • Creating or participating to 100% digital car shows
    • Introducing e-advisors or e-salespeople
    • Starting or consolidating a remote diagnosis service (video)
    • Contactless terminals installation

In many cases, these solutions have been an emergency reaction: they need to be re-evaluated internally to stabilize or improve the new model and make it efficient and sustainable.

The booster effect of digital transformation from 2020 events has significantly impacted customer relationships in the automotive sector: these technical evolutions now require internal modifications to be fully integrated.

  1. Automotive sales and after-sales: new models focusing on new customer needs

Digitization has embraced emerging needs for customer interactions management, but at the same time it has revealed many barriers to transformation.

Let’s take the example of creating e-salespeople teams to sell vehicles 100% online – the preferred solution for many players: Automotive distance selling framework: building a successful sales strategy.

This solution requires to overcome the barriers of tools technical complexity – in order to promote information sharing, data analysis, and personalization of the offer (sales and after-sales).

To adopt this strategy, you will need to carefully assess the competitiveness concern evaluating competition between dealerships and online sales in order to shape the solution according to the customer’s needs.

  1. Diversify contact channels and redesign customer journey

With customization offers, it should be noted that a digital transformation cannot be implemented without a solid CRM solution: this is the cornerstone that will enable you to collect and analyze the data of your prospects and future customers.

A CRM solution can provide real data based on the identified customer needs to proceed efficiently and effectively.

To establish satisfactory contact with your customers and prospects, consider multiplying your contact channels: from the most common channels (telephone, email, chat, social networks), to the most innovative (bot, video chat, WhatsApp, Messenger).

Let’s take the example of video chat. According to our research conducted by OnePoll  in July 2020 in France, the UK and Germany:

  • 12% of customers interacted with a brand via video chat for the first time during the Covid crisis
  • 20% of video chat users are now using it more often
  • 27% might switch to a competitor providing video as a contact channel: that’s more than a quarter of the respondents.

In a comprehensive way, it is recommended to redesign your customer journey to offer an enhanced experience, by offering new services to your customers, such as

  • Communities of experts
  • Selfcare tools
  • Luxury concierge service, etc.

These new services will enable you to adapt to your customers’ expectations, reinforce the quality of service and improve your economic performance.

5. Accelerate your digital transformation

Our 3 tips to help you move forward quickly:

    1. Assess your customer relationships and contact centers: the objective is to measure the performance of your organization (benchmark of best practices), in an unprecedented context of uncertainty.
    2. Identify the ways to improve your customer experience, also the internal constraints that slow down your digital transformation.
    3. Consider outsourcing, on a one-off or partial basis: set ambitious budget and commercial performance objectives -see the article Automotive distance selling framework: building a successful sales strategy.

Have you implemented any of these points, or considering how? We can support you in planning your digital transformation and redesigning your customer journey, from sales to after-sales service.

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