Use case: Caetano Retail España
The Client
Industry: Automotive
Company: Caetano Retail España
Website: www.caetanoretail.es
Company size: +1,600 employees
Description of the company:
Caetano Retail has a geographic presence that extends throughout the national territory. They are a group of official car dealers that currently represent 14 brands in Spain: BMW, BMW i, BMW Motorrad, Dacia, Kia, Mercedes-Benz, MINI, Peugeot, Nissan, Renault, Smart and Honda Official Service.
They also have a brand dedicated to the sale of used and pre-owned vehicles: CarPlus (www.carplus.es).
Caetano Retail España totals more than 50 points of sale and assistance in Spain, with more than 200,000 customers a year. They sell more than 30,000 cars every year and have 1,600 employees that provide service with the highest quality standards.
The challenge
Lack of control over agent conversations, affecting communication with their clients.
Before using Woztell, Caetano Retail Spain answered messages manually, and often they were the same questions over and over again.
They could not assign conversations to their agents. This made the agents spend a lot of time doing it manually.
It was also very difficult for managers to see how many messages their agents were answering, and if they were answering them in less than 5 minutes.
For Caetano Retail Spain, it was very important for their customers to receive the answer to their initial questions in less than 5 minutes!
They were facing a major challenge, as they were receiving a lot of WhatsApp messages, and sometimes it was impossible to reply to all of them, which affected their quality of customer service and represented considerable losses in sales.
Their customers, sometimes having to wait hours for an answer, got tired of waiting and ended up going to the competition.
The Solution
Unified communication, more traceability of WhatsApp conversations
After using Woztell, Caetano Retail Spain managed to improve the response time of WhatsApp messages.
Their agents used templates to answer their customers’ initial questions, allowing them to also focus on customers interested in buying. They drastically improved their response time from 11 minutes to 4 minutes.
They dramatically reduced purchase time
In addition, team supervisors could see the messages their agents were exchanging with customers and were able to generate reports to measure monthly sales.
Want to know how WOZTELL can help your business?
