Case Study: TiAuto Investments achieves higher NPS response rates and better service delivery with Everlytic

Tiger Wheel & Tyre’s Automated NPS-Rating Messages Boost Service Delivery

TiAuto Investments, the holding group for Tiger Wheel & Tyre and TYRES & MORE, needed to automate its customer feedback process to improve service delivery and close the gap between a customer's experience and their feedback. Their manually managed NPS system was inefficient, yielding a less than 1% response rate. They partnered with vendor Everlytic to implement an automated communication solution using its email and SMS capabilities.

Everlytic implemented an automated workflow via an API integration with the company's CRM. This triggered personalized NPS-rating emails and SMS messages to customers after a service center visit, along with reminders for future appointments. The results were significant: email open rates reached 32% and click-through rates 18%, far exceeding industry benchmarks, while the NPS response rate jumped to between 10-11%. Everlytic's solution provided rich analytics that helped TiAuto identify underperforming centers and enhance overall service delivery.

TiAuto Investments (Pty) Ltd

Frankie Coda

Digital Marketing Manager