Case Study: The Kia Store achieves 30% YoY service revenue growth and stronger customer trust with Affinitiv's KORE Accelerator & custom direct mail

The Kia Store - Customer Case Study

The Kia Store, part of the Montgomery Auto Group, needed to restore consistent service-driven customer experiences across multiple dealerships after an all-digital marketing shift led to declining business. Fixed Ops Director Scott Fraze had been using Kia’s KORE owner retention program (ORP) and engaged Affinitiv to upgrade to KORE Accelerator and rethink direct mail to move beyond generic coupons.

Affinitiv implemented KORE Accelerator plus a highly customized, VIN-specific direct mail program—paired with digital channels like Facebook, PPC, email, phone and texting—to deliver personalized service offers and coupons based on vehicle data and history. From June 2018 to June 2019 The Kia Store saw a new average customer-pay RO of $300 after nearly a 50% increase, a 30% YOY increase in customer-pay RO volume, a 15% YOY increase in warranty RO volume, and a 65–70% closing ratio on direct mail offers, with Affinitiv’s transparent, personalized approach boosting customer trust and retention.

The Kia Store

Scott Fraze

Director