How to Use Social CRM to Build an Exclusive Member Journey for Car Brands

With OakMega Social CRM, an automotive brand built an owner-centric member journey, used member journeys to strengthen customer loyalty, and used owner verification to establish VIP customers, growing sales without adding headcount.

Samuel JengHead of Product2022-11-20

How to Use Social CRM to Build an Exclusive Member Journey for Car Brands

The auto industry is one of Taiwan's most important industries, and car brands need to keep pace with modern social marketing by delivering a consistent experience that gives customers premium service on LINE Official Accounts. OakMega Social CRM was built for exactly this environment, and it delivered breakthrough results for one automotive brand!

An Owner-Centric Membership Model

The auto industry often sees friction between dealers and the national distributor, and dealers frequently lack technical and marketing staff, which makes running a car brand challenging. In this case, the brand wanted to use LINE Official Accounts to unify marketing across dealers and the distributor, give owners a consistent experience, and maintain strong, owner-centric relationships along the member journey.

Challenges and Solutions

Delivering the same experience across many LINE Official Accounts is no small task. The brand partnered with OakMega and put every dealer's LINE account under OakMega Social CRM, unifying chatbots, rich menus, and features so each account offered an identical experience.

OakMega also integrated the brand's existing CRM (Salesforce) with OakMega Social CRM, combining owners' purchase records and basic information and syncing them to every dealer's Official Account, making full use of Social CRM's flexibility and powerful integration capabilities.

Building Member Journeys

Social CRM does more than maintain brand image. With member journeys, brands can build loyalty through repeated touchpoints. OakMega Social CRM's member journey feature sends customers different messages at different times, so they keep receiving the brand's latest news throughout the month, making them stickier.

Member journey branching flow: after a 14-day wait based on test drive booking status, a LINE message sends a reminder or information on other models.

Owner Verification

Finally, Social CRM's owner verification feature uses data analysis to establish VIP customers in the auto industry, so customers receive special premium service when buying from dealers, raising their satisfaction with the brand.

Breakthrough Results

The effort paid off. Within 18 months of using OakMega Social CRM, the brand verified more than 10,000 car owners, laying the foundation for managing VIP customers online. Against the odds, it deeply consolidated many dealers' LINE Official Accounts, delivering the same premium experience in content and member management, and unified its data flow by integrating Salesforce. Fully automated member journeys converted 15% of non-owners into owners, and the brand grew sales against the market trend without adding a single person to its team!

Next Steps

“At a time when staffing is tight, OakMega's automation has helped us identify VIP customers and lift both conversion rates and sales!”

To learn more about OakMega member journeys and how to use them in your industry, see the Member Journeys page on our website, or fill out our contact form and our sales team will reach out!

‍

CRM customer journey

You might also like

2022-11-25

Social CRM vs. Traditional CRM: Keeping Up with Ever-Changing Consumer Behavior

Today's shoppers gather information both online and offline, and as consumers grow more self-aware, emotional factors increasingly shape purchase decisions. Customer relationship management is the bridge that builds warm connections between brands and consumers. In an era dominated by social apps, traditional CRM is evolving into Social CRM. To stand out in the OMO battlefield, understanding the difference between traditional CRM and Social CRM and getting a clear picture of your consumers is the most powerful weapon brands and businesses have.

Iris LiuMarketing Intern

2021-12-17

A New Relationship with Customers: 5 Ways Social CRM Benefits Your Business

Since 2020, the pandemic has swept the globe, transforming not only our daily lives but also how businesses operate. Going to the office every day gave way to WFH, which has become the norm in many countries. Unable to reach customers the way they used to, many companies began looking for solutions. With third-party cookies being phased out and Apple asking users whether they want to be tracked, the cost of acquiring new customers has risen sevenfold, making customer retention a critical priority.

ILING WuProduct Marketing Manager

2022-11-20

B2B Sales: How to Use the LINE Playground Module to Acquire Customers More Efficiently

With OakMega's Playground module, B2B companies can use game rewards to attract prospects, nurture them afterward through their LINE Official Account, boost participation, collect more high-quality leads, and dramatically improve customer acquisition efficiency.

Samuel JengHead of Product

Contact us

Start your AI transformation today.

They chose OakMega