Challenge
With a huge global network, Renault sought to transform its CX performance by measuring and understanding CX behaviour in 54 countries. They wanted to break down silos and improve the customer-centric culture across the entire organisation by putting the customer at the heart of everyday decisions and actions.
Approach
We implemented a programme using our CemTric platform to integrate insights from the various customer journeys and client profiles. This provides a comparable vision across the customer lifetime, including real-time digital feedback from over 2.2 million customers a year – for 5 brands across all 54 markets, in 47 languages.
Enhanced features of the platform include AI text analytics (automatic coding of 2.7 million verbatims), instant and modular reporting for different stakeholders (C-Suite, dealers and other employees), direction for action planning, hot alerts and a close-the-loop module.
Insight
The programme is pivotal to Renault’s customer-first strategy. It provides a framework to share relevant data with each stakeholder, to meet their differing needs and help them improve business impact on a wide scale. Instant reporting allows the C-suite to see brand performance at a glance, and understand customer case management through to handling individual customer issues. It facilitates easy dissemination of performance KPIs across the organisation through to rich customer insights from the text analytics.
Impact
Our partnership with Renault helps them focus their business around customers, seamlessly connecting the insights from the VoC programme with their CRM data, to provide consistent customer experiences across all touchpoints.
As a result of the continuous actions taken in 2019, the vast majority of the countries have improved their CX performance on key measures. Renault has also achieved a heightened level of customer centricity across the organisation by putting the customer at the core.
Over 40,000 staff use data from the programme every day. It provides a robust feedback system to follow up with individual customers with issues, to reduce the customer churn rate, help increase ROI and leverage best practices.