Retail / Automotive ServicesCustomer Analytics / Voice of Customer

Customer Analytics Driving $100M Revenue Growth

National Auto Service Provider|National Multi-site Operator
$100M
Increase in revenue
+2.5%
YoY growth in pilot stores
-2.8%
In non-pilot stores (control)
1%
CX improvement

The Challenge

Needed to understand drivers of retention, improve customer experience across hundreds of stores, and reverse declining per-store revenue.

auto serviceretentioncustomer experienceVOCmulti-sitestore networksurvey systemprofitability

The Solution

Behavioral Analytics + CX Management Program + KPI Dashboard

  • Machine learning analytics
  • KPI design
  • Nationwide implementation
  • Drill-down dashboards
  • Survey refinement
  • Franchisee-level actioning

The Results

Translated customer insights into a national operating program that improved revenue and CX in pilot stores.

$100M
Increase in revenue
+2.5%
YoY growth in pilot stores
-2.8%
In non-pilot stores (control)
1%
CX improvement

Functional Areas

Customer ExperienceRetail OperationsRevenue Growth

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Sound Familiar?

This Case Study May Be Relevant If You're Saying...

1

"We need a national CX program"

2

"Retention is hurting same-store growth"

3

"We need insight-to-action across a large retail footprint"

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