Case Study: a Fortune 500 auto manufacturer boosts loyalty and revenue with Forsta

Fortune 500 Auto Manufacturer unlocks $53.7M revenue opportunity with Forsta

A Fortune 500 auto manufacturer faced a challenge in understanding how service interactions influenced customer loyalty and revenue. While they collected feedback across sales and service, the data lived in separate systems. This made it impossible to connect service quality to long-term customer behavior and financial outcomes. They partnered with Forsta to unify this data and prove the impact of service excellence.

Forsta implemented a solution that connected sales and service feedback into a single customer view, using mobile numbers as an identifier for high accuracy. The analysis pinpointed two key drivers: first-time fix rates and perfect service scores. By focusing on these, the manufacturer quantified the revenue impact. The results included identifying a $53.7M total revenue opportunity, with specific multi-million dollar values tied to each 1% improvement in the key drivers, and a 97% repurchase likelihood for customers with perfect service experiences. Forsta enabled the transformation of CX into a measurable growth strategy.