Case Study: Renault achieves faster service and higher customer satisfaction with SMS-Magic

How Renault used SMS-Magic to provide excellent customer service via text messaging

Renault, the multinational automotive group, wanted a more convenient channel for customer care to send ticket status updates, appointment reminders and receive inbound queries. To solve this, Renault partnered with SMS-Magic and used SMS-Magic’s SMS text messaging application—integrated with its CRM—to enable contact-centre messaging and a dedicated mobile number for customer texts.

SMS-Magic implemented outbound and inbound text workflows across Renault’s UK contact centres, including appointment reminders, case status updates and automated post-service feedback. The SMS-Magic solution accelerated service cycles through prompt customer responses, improved tracking by logging texts in the CRM, increased customer satisfaction via personalized messages, and helped agents get up to speed faster using the message history.

Renault

Emma

Customer Support