Enhanced CRM through The Customer Engagement Platform (CEP)

Merkle UK

Client: Volkswagen Group UK

The Automotive industry is experiencing a continuous shift towards the digital experience.

The Customer Engagement Platform (CEP) was implemented to enable Volkswagen Group to anticipate this trend by : -Improving customer experience across the lifecycle, bridging online and offline -Driving customer loyalty while also increasing Sales and margin Implementing CEP driven audience insight across our CRM activity led to: -Better identification of customers considering purchasing a car, enabling us to talk to more people -Improved customer engagement and quality of engagement -141% increase in Audi’s vehicle order conversion through more relevant and timely communications