Case Study: Renault Retail Group achieves 17% lead conversion and 92% customer satisfaction with iAdvize

Renault Retail Group - Customer Case Study

Renault Retail Group, the retail arm of the automaker with 198 dealerships across 13 European countries, €7.1 billion in turnover and over 440,000 vehicles sold in 2014, needed to deliver a fluid omnichannel customer experience on its website while generating new sales opportunities and improving customer satisfaction.

They implemented real‑time Chat and web‑callback voice support (four dedicated agents), a mobile‑optimized proactive engagement strategy and ~50 targeting rules to replace forms and guide visitors. The approach yielded a 92% post‑chat satisfaction rate, a 22‑second average time to first response and converted 17% of Chat/Voice contacts into leads.

Renault Retail Group

Audrey Heiser

E-Commerce Manager