Case Study: Hyundai achieves a 500% increase in online bookings and optimized aftercare with InMoment

Uncovering Gaps in the Customer Service Experience

Hyundai Motor Company Australia, a major and fast-growing automotive brand in Australia, faced a fragmented aftercare experience: customers had to call individual service locations to book appointments, and scheduling wasn’t aligned with the actual work being performed. That phone-only, uncoordinated process created morning and afternoon bottlenecks at drop-off and pick-up and represented a clear customer pain point and business opportunity.

Partnering with InMoment, Hyundai launched an online quote-and-booking system with transparent pricing for over one million vehicles (back to the 1985 Excel) and optimized time slots to smooth traffic. Online bookings rose from about 1,000 to nearly 6,000 per month (a 500% increase), drop-off/pick-up experiences improved, and new service-experience metrics revealed staff interaction as the primary driver of outcomes—leading Hyundai to introduce behavior guidelines and training and shift toward proactive customer retention.

Hyundai