How Autotorino enhanced customer interaction monitoring with Zefi

• Online reputation management:
  Track and analyze customer sentiment from online reviews and social media interactions.
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• Survey analytics:
  Aggregate and interpret survey data to identify recurring themes and customer pain points.
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• Centralized data & insight generation:
  Implement a unified data platform to consolidate customer interactions, transforming qualitative feedback into actionable insights.

• Web reputation:
  Reviews across Google, Trustpilot, and social media were not systematically tracked, causing delayed responses, missed issues, and negative brand impact, directly affecting customer trust, compliance, and sales performance.
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• Fragmented & unstructured data:
  Customer interactions were dispersed across surveys, online reviews, emails, and support tickets, making it difficult to centralize and analyze insights effectively.
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• Lack of qualitative insights:
  Satisfaction was measured primarily through quantitative metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score), without a deep understanding of why customers were providing positive or negative feedback.
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• Risk prevention:
  Automotive brands require dealerships to maintain high customer satisfaction scores to retain authorized dealer status. Without a structured monitoring system, ensuring compliance was a challenge.
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• Operational complexity across multiple locations:
  With over 130 sites, maintaining a consistent customer experience across different dealerships and service centers required centralized performance tracking and data-driven decision-making.

To address these challenges, Autotorino adopted Zefi, a Voice of the Customer (VoC) solution that integrates multiple data sources, builds a customized taxonomy of customer interactions, and enables AI-powered analysis.

Integrated data sources:‍

• Online reputation monitoring:
  Aggregates reviews from Google My Business, Trustpilot, and customer feedback from TikTok, Instagram, and Facebook.
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• Customer Satisfaction Index (CSI) surveys:
  • Includes data from Salesforce, covering surveys related to New & Used Car Sales, After-Sales Service, Complaints, and Post-Offer Exit Polls.
  • Incorporates additional manufacturer-mandated surveys measuring customer satisfaction in sales and after-sales services.

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Why focus on online reputation?‍

• Customer trust & purchase behavior:
  • 90% of consumers read online reviews before making a purchase (Source: Capterra).
  • Products with at least five reviews are 270% more likely to be purchased (Source: Spiegel Research Center).
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• Competitive advantage:
  A strong online reputation differentiates Autotorino, positioning it as a trusted leader in the automotive market.
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• Crisis management:
  Unaddressed negative reviews can damage brand perception, leading to customer churn and revenue loss.

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Why focus on CSI surveys?

• Structured measurement of customer experience:
  CSI surveys capture detailed customer feedback across the entire customer journey, from sales to after-sales service.
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• Proactive quality monitoring:
  Regular surveys enable Autotorino to quickly identify pain points and take corrective action before issues escalate.
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• Compliance with manufacturer standards:
  Maintaining high CSI scores ensures that Autotorino meets the criteria required to retain authorized dealer status.
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• Performance optimization:
  Insights from survey data help improve employee training and refine operational processes.
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• Multi-site benchmarking:
  CSI data allows for performance comparison across dealership locations, identifying best practices and areas for service standardization.

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• Automated insights generation:
  By leveraging AI-powered analysis, Autotorino gained a deeper understanding of customer needs and sentiment.
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• Improved customer satisfaction scores:
  Rapid identification of critical issues led to targeted improvements in customer experience.
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• Compliance & risk reduction:
  Ensuring consistent customer satisfaction helped mitigate the risk of losing authorized dealer status.
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• Proactive brand & reputation management:
  Real-time monitoring and response workflows improved brand perception and reduced negative sentiment.

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The implementation of Zefi delivered measurable improvements across customer experience operations, operational efficiency, and strategic alignment with brand requirements. Below are the key metrics & business Impact observed:
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• -70% Reduction in response time:
  Real-time sentiment tracking and automated response flows significantly decreased average reaction time to customer issues.
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• +30% more insights from surveys:
  Deeper analysis of open-ended responses led to a better understanding of customer expectations and dissatisfaction drivers.
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• 240 hours saved monthly:
  Automation in review aggregation, sentiment tagging, and complaint routing freed up the equivalent of 1.5 FTEs per month.

By implementing Zefi, the dealership successfully transformed customer interaction monitoring into a data-driven, AI-powered process. The solution provided real-time insights, proactive customer experience management, and a scalable strategy to maintain high service standards across all dealership locations.

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In an increasingly competitive automotive market, customer satisfaction and online reputation are directly linked to revenue and business growth. By centralizing and structuring qualitative and quantitative feedback, dealerships can make informed decisions, optimize operations, and deliver consistently excellent customer experiences—ensuring long-term success.