Case Study: Volkswagen improves customer experience and boosts sales with Netguru

Volkswagen lifts sales 4-5k PLN and wins 1 in 2 DSG purchases with NetGuru

The customer, Volkswagen, faced the challenge of improving its customer service experience after a report revealed service quality was 2.5 times more important than the car itself for brand loyalty. Their goal was to create a unique boutique, Volkswagen Home, but they encountered legal, logistical, and internal collaboration hurdles. Volkswagen engaged the vendor, Netguru, for product design consulting to help design a new customer service process.

Netguru conducted research and workshops with Volkswagen to design the entire customer journey and define new internal workflows. The solution implemented by Netguru focused on an agile approach to creating a high-end, home-like sales environment. The results were significant, with the Volkswagen Home location achieving a higher average sale price and a 50% rate for premium options, doubling the market average. Volkswagen credited Netguru's insights as crucial to the project's success.

Volkswagen