Enhance customer experience

Our real-time insights help you improve customer experience – whether product or service related – to drive loyalty, fuel innovation and limit recalls. 

We integrate data from a broad range of channels to explore key moments within the customer journey. In addition, via our state of the art CEM platform, we provide you with real-time customer feedback on sales and aftersales service to help dealerships improve customer retention.

How we’ve helped our clients

Drive customer spend through improved service

Automotive, Customer Experience, TRI*M

The issue

An automotive manufacturer sought to improve and standardise the quality of after-sales services, to increase cross-selling opportunities and encourage customers to upgrade.

Our approach

With insights from TRI*M we developed action-planning workshops for dealerships that focused on their specific drivers of customer loyalty. We prioritised the actions required, according to their business impact.

The insights

Our workshop approach enabled strong buy-in from client-facing employees. The specific action plans helped to improve operational efficiency and quality for each dealership.

The impact

Dealerships participating in the TRI*M workshops significantly improved their customer retention and were much more likely to meet the manufacturer’s defined quality standards.