Case Study: Leading Automotive Brand boosts customer experience with Smoke Customer Intelligence

Leading Automotive Brand - Customer Case Study

The leading automotive brand faced the challenge of increasing customer loyalty and satisfaction in a highly competitive market. Their global customer experience strategy was hampered by delayed feedback and a lack of actionable local data, particularly from sales and service transactions. To address this, they partnered with Smoke Customer Intelligence for a real-time Voice of the Customer solution.

Smoke Customer Intelligence implemented a system that sent SMS surveys within 48 hours of a transaction to gather immediate feedback on CSAT, NPS, and Intention to Return. This enabled individual dealerships to perform service recovery and address issues before they escalated. The solution improved customer satisfaction, helped the brand achieve top 5 sales nationally, and provided crucial insights that drove process improvements and a more customer-centric culture across the entire dealership network.