Twilio > Case Studies > Revolutionizing Customer Support in Auto Sales: A Case Study on Walcu

Revolutionizing Customer Support in Auto Sales: A Case Study on Walcu

Technology Category

Networks & Connectivity - 5G
Sensors - Autonomous Driving Sensors

Applicable Industries

Automotive
Cement

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Smart Parking
Vehicle-to-Infrastructure

Services

System Integration

About The Customer

Walcu is an automotive CRM that serves car dealerships. Recognizing the communication gap in the automobile sales industry in Spain, Walcu sought to build communication channels for its customers. The company aimed to improve the customer engagement experience by unifying communications so dealerships could effectively engage customers on multiple channels. Walcu's goal was to strengthen relationships between dealerships and their customers by bringing all customer communication into one place. The company sought to personalize every step of the customer’s journey, from car purchase to routine service, by enabling direct communication between dealership service departments and clients.

The Challenge

The automobile sales industry in Spain has been slow to evolve, with dealerships often relying on traditional communication methods such as landline phones. This has resulted in a significant number of customer calls going unanswered, with as many as 30% of incoming calls being missed. The lack of modern communication channels such as SMS or Whatsapp has led to a situation where important customer queries can be overlooked if dealerships forget to return phone calls. This has left customers without the support and service level they need. Walcu, an automotive CRM, recognized this gap and knew it needed to build communication channels for its car dealership customers.

The Solution

Walcu chose Twilio to develop voice, email, and SMS channels to improve communication between dealerships and their customers. Twilio, a reliable and scalable cloud communication channel provider, was chosen for its ability to support Walcu's team of developers in building a unified customer engagement experience. Walcu integrated Twilio Programmable Voice into its CRM platform, enabling dealerships to answer and return large volumes of customer calls. Walcu also created an email solution using Twilio SendGrid’s Email API, allowing dealerships to send follow-up notifications to customers. Additionally, Walcu built personalized SMS communication with Twilio Programmable Messaging, enabling dealership sales representatives to reach customers directly via text. Twilio Notify was also used to enable Walcu’s customers to receive platform push notifications via the app or web browser.

Operational Impact

The integration of Twilio's services into Walcu's CRM platform has significantly improved the communication between dealerships and their customers. Dealerships can now manage large volumes of customer calls, with single dealerships able to handle 500 simultaneous calls at peak volume. The email solution has increased dealership email open rates from 20% to as high as 70%. The personalized SMS communication has enabled dealership sales representatives to reach customers directly, supporting more than 50,000 text messages between sales representatives and their customers a month. This has resulted in quicker car buying decisions by customers. The use of Twilio's services has also allowed Walcu to unify customer communication, enabling dealerships to strategically choose one channel over the other to message end-customers where they prefer, or use an omnichannel approach to keep customers engaged on every channel.

Quantitative Benefit