How Volkswagen Group increases CLV by automating personalised interactions.

Success Story

Volkswagen Group is one of the world’s leading automobile manufacturers and the largest carmakers in Europe. The Group is made up of twelve brands from seven European countries. In addition, Volkswagen Group offers a wide range of financial services, including dealer and customer financing, leasing, banking and insurance activities, and fleet management.


Challenge

Increase service bookings

Volkswagen Group want to help their customers to look after their car. And being able to book the car for a service quickly and smoothly makes the whole process even more straightforward. But the big challenge for Volkswagen Group was to get their customers’ attention and inform about their new online booking, before the customer choose a service somewhere else. On top of that it has become increasingly difficult to reach the customers, and emails and postal mailings were simply not enough.

"By using Wiraya we got an increased conversion rate compared to traditional ways of communicating with our customers. We are happy to have found an efficient, automated way to inspire action from our customers, as well an efficient way to lead customers through our digital initiatives. Wiraya has also proven to be very proactive in providing campaign follow ups, optimisations and creative input. That save us both time and resources and we have also found new areas where we can use Wiraya in the customer lifecycle."

Nils Simonsson Marketing Manager

Result

With Wiraya Mobile Customer Activation, 90% of the target audience are reached and more than 30% choose to act immediately, using their mobile phone. And the best of all, Volkswagen Group can now take control of the customer data and continue to communicate throughout the customer lifecycle to build stronger customer relationships.

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