However, many automotive OEMs and some Dealers are increasingly investing in big-box global generic CX solutions. Despite their promising features, these solutions often fail to deliver the desired improvements in customer retention. Despite the initial excitement, many OEMs find that these big-box solutions do not significantly impact customer retention.
The primary issue is that these solutions are often too generic, lacking the flexibility to address the unique needs of different automotive markets and individual customer preferences.
As a result, the personalized customer experiences that drive retention are not effectively realized. Moreover, the cost of implementing these global solutions can be substantial.
OEMs may find themselves investing heavily without seeing a corresponding improvement in customer satisfaction and loyalty, leading to a poor return on investment and unmet expectations.
To truly enhance customer retention, OEMs should consider value-centric strategies that prioritize localization, customization, and cost-effectiveness.
Op2ma has a proven track record in delivering CX solutions for clients with all budgets and needs. What sets us apart is our capability to deliver positive outcomes in all aspects of the CX strategy execution.
Op2ma has a proven track record in delivering CX solutions for clients with all budgets and needs. What sets us apart is our capability to deliver positive outcomes in all aspects of the CX strategy execution.
One size does not always fit all. Some companies need a survey technology. Some a dealer consulting strategy. Some a lost lead recovery strategy. Whatever your need, Op2ma can deliver.
Field Force CX Tools
Lost Lead Solutions
Our contact centre team are fully trained in automotive and many have worked in dealerships. The staff turnover is low so we have a stable team that does not need constant re-training. They are also F&I certified so can action finance projects.