Automotive Manaufactuer Case Study
Driving Customer Satisfaction for North America’s Largest Automotive Manufacturer
See how Infinity helped transform customer engagement, boost satisfaction scores, and recover lost sales for 3,500 dealerships nationwide.
- Project Details
Industry
Products Used
Services Used
Project Summary
A nationwide customer engagement transformation.
Facing declining customer satisfaction and weak retention across its dealer network, North America’s largest automotive manufacturer partnered with Infinity to build a scalable, data-driven engagement strategy.
In just 60 days, Infinity launched a nationwide program across 3,500 dealerships, boosting contact rates, increasing survey completions, and winning back lost customers.
The Challenge
Low satisfaction and low retention.
The manufacturer was struggling with declining CSAT scores during and after the sales cycle. Franchise dealers faced reduced 3–5 year retention, impacting both revenue and long-term brand loyalty. Multiple outsourced vendors were involved, but no unified strategy existed.
Fragmented Outsourcing
Multiple partners were managing CSAT efforts without coordination, leading to inconsistent results and poor visibility across dealerships.
Weak Retention Rates
Customers were dropping off within 3–5 years, leaving sales and service teams struggling to maintain long-term loyalty.
Limited Customer Insights
Without a unified survey and engagement process, leadership lacked actionable data to improve the customer journey.
The Solution
Building a cohesive engagement engine.
Infinity deployed a nationwide customer engagement program powered by advanced data, omni-channel outreach, and Buyerlytics™ insights. The program focused on retention, win-back, and seamless sales-to-service handoffs.
Omni-Channel Engagement
Implemented a best-in-class engagement platform enabling email, SMS, and phone outreach to customers across the entire lifecycle.
Unified Feedback System
Developed a custom CSAT and NPS survey cadence post-sale and post-service, providing measurable insights into customer sentiment.
Scalable Inside Sales Funnel
Designed and launched campaign workflows across the U.S., including sales follow-up, service reminders, win-backs, and declined service outreach.
The Outcomes
Nationwide success in just 60 days.
The program rapidly scaled across 3,500 dealerships, driving measurable improvements in customer engagement and retention while recovering lost revenue opportunities.
60% Contact Rate
More than half of all customers engaged with Infinity’s omni-channel outreach campaigns, a major improvement from legacy vendor efforts.
50% Survey Completion
Half of customers completed CSAT/NPS surveys, giving the manufacturer unprecedented visibility into satisfaction trends.
21%–32% Customer Recovery
Campaign-specific win-back efforts successfully brought back lost customers across sales and service departments.
3,500 Dealership Rollout in 60 Days
Infinity launched and scaled the program nationally in record time, ensuring all franchisees could benefit quickly.
Client Testimonial
“The pilot with Infinity scaled into a 10-year partnership and helped us deeply understand our customer base so we could better train and support our dealer network. The program is still the model we use across our dealerships today.”
Ready to transform your customer experience?
Discover how Infinity’s proven strategies can help you drive retention, boost satisfaction, and scale results across your organization.