Comer Sud

Comer Sud is an official Mercedes-Benz, Smart, Volkswagen, Seat, Cupra, Nissan, Mitsubishi, Piaggio, and Great Wall sales and service dealership based in Sicily. Its mission is to offer every customer, who contacts it through the various channels available, a transversal service of the highest quality, flanking it with the best that the automotive sector can offer in terms of products and services; prestige, quality, technology, and tradition are the foundations that have always defined it. For this reason, every service offered is tailored to customers’ needs.

CHALLENGES AND GOALS

Comer Sud main focus has always been Customer Satisfaction without any kind of interruption, so they created the Brand “Servizi D-Service”, which offers 24h assistance in mobility and for mobility, thanks to the connection between customers, vehicles, and the net of affiliated garages and dealerships: a unique offering in the auto industry, where no dealership or car manufacturer offers such a varied and technologically advanced range of tailor-made services, where the main objective is the satisfaction of the Customer’s needs rather than the cost of satisfying individual requests, with the aim of simplifying the management of events in people’s daily life.

Comer Sud aims to create a long-term relationship with its customers and therefore, from the very beginning of the CRM application configuration, to ensure effective and efficient management of D-Service Customer’s requests, it chose to integrate an Omnichannel CTI Solution.

After the success of the Customer Journey implemented for the D-Service Customer, Comer Sud decided to implement a CRM integrated with the CTI solution to the Comer Sud PARTS business unit as well, as the exponential increase in spare parts requests made it necessary to implement a defined technological to manage the support and service requests of its business customers, including the D-Service Network Workshops and Body shops that meet D-Service Customer’s service requests every day.

Taking care of every stage of the purchasing process, from sales to maintenance to the provision of customized mobility and in-mobility services, customer satisfaction was and is an important part for Comer Sud, given the wide range of services offered.