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Case Study: Stellantis &You UK auto-closes 18,000 customer messages with Make AI
A Make Case Study
Stellantis &You UK auto-closes 18,000 customer messages with Make
Stellantis &You UK, a retail division of Stellantis operating over 30 car dealerships, faced a rapidly declining Net Promoter Score (NPS) due to an overwhelming volume of customer phone calls that their support team could not handle. The company needed a robust, user-friendly automation solution to improve communication, but initially faced internal resistance from employees unfamiliar with the technology. They turned to the automation platform Make to address these challenges.
Using Make, the team built an AI-powered two-way messaging system integrated with ClickSend and Knack, enhanced by OpenAI for sentiment and intent analysis. This solution from Make automatically analyzed incoming messages, determining which required a response from the Aftersales team and auto-closing those that did not. As a result, Stellantis &You UK analyzed over 47,000 messages, auto-closed 18,000 of them, saved 151 hours of work, and successfully reversed the decline in their NPS, making communication a key satisfaction driver.
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