Conversica Case Studies OEConnection Enhances Customer Engagement and Retention with Conversica AI Assistant

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	OEConnection Enhances Customer Engagement and Retention with Conversica AI Assistant Conversica

OEConnection Enhances Customer Engagement and Retention with Conversica AI Assistant

Conversica

Technology Category	Application Infrastructure & Middleware - Event-Driven Application Sensors - Autonomous Driving Sensors
Applicable Industries	Automotive Healthcare & Hospitals
Applicable Functions	Sales & Marketing
Use Cases	Time Sensitive Networking Usage-Based Insurance
Challenge	OEConnection, a provider of data, software, and services to the automotive industry, was facing challenges in scaling its Customer Success team and enhancing customer engagement. The company had over 20 Customer Representatives in North America, each managing between 500 and 1,000 dealers. The primary methods of customer engagement were emails and phone calls, which proved to be time-consuming and often ignored by customers. The company categorized its customers into three groups based on usage, and the outreach strategy for each group was different. However, this manual outreach was not only labor-intensive but also resulted in low engagement, especially from customers who needed the most attention. Read More
About Customer	OEConnection is a leading provider of data, software, and services to the automotive industry, helping to drive OEM parts sales. The company has a robust Customer Success team with more than 20 representatives in North America, each managing between 500 and 1,000 dealers. The team is divided into different territories and functions, with Onboarding Reps helping new customers get acquainted with the products and services, and Optimization Reps (or Account Managers) managing customer health and product usage to drive better outcomes. Read More
Solution	To address these challenges, OEConnection implemented Conversica AI Assistants for Customer Success. The company had been using Conversica's Conversational AI for its Sales team since January 2018 and decided to leverage it for scalable outreach and higher customer engagement. The AI Assistant, named Jenna Grant, was used for various purposes such as scheduling reviews with customers, addressing low usage, reaching out to at-risk customers, reminding customers to use certain features, and communicating with customers at risk of canceling. This solution allowed OEConnection to manage their customer count without hiring any new employees. The AI Assistant sent out personalized emails to thousands of dealerships on behalf of the team, enabling Customer Representatives to have more productive conversations and spend more time driving customer health. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Event-Driven Application

Sensors - Autonomous Driving Sensors

Applicable Industries

Automotive

Healthcare & Hospitals

Applicable Functions

Sales & Marketing

Use Cases

Time Sensitive Networking

Usage-Based Insurance

Challenge

OEConnection, a provider of data, software, and services to the automotive industry, was facing challenges in scaling its Customer Success team and enhancing customer engagement. The company had over 20 Customer Representatives in North America, each managing between 500 and 1,000 dealers. The primary methods of customer engagement were emails and phone calls, which proved to be time-consuming and often ignored by customers. The company categorized its customers into three groups based on usage, and the outreach strategy for each group was different. However, this manual outreach was not only labor-intensive but also resulted in low engagement, especially from customers who needed the most attention.

About Customer

OEConnection is a leading provider of data, software, and services to the automotive industry, helping to drive OEM parts sales. The company has a robust Customer Success team with more than 20 representatives in North America, each managing between 500 and 1,000 dealers. The team is divided into different territories and functions, with Onboarding Reps helping new customers get acquainted with the products and services, and Optimization Reps (or Account Managers) managing customer health and product usage to drive better outcomes.

Solution

To address these challenges, OEConnection implemented Conversica AI Assistants for Customer Success. The company had been using Conversica's Conversational AI for its Sales team since January 2018 and decided to leverage it for scalable outreach and higher customer engagement. The AI Assistant, named Jenna Grant, was used for various purposes such as scheduling reviews with customers, addressing low usage, reaching out to at-risk customers, reminding customers to use certain features, and communicating with customers at risk of canceling. This solution allowed OEConnection to manage their customer count without hiring any new employees. The AI Assistant sent out personalized emails to thousands of dealerships on behalf of the team, enabling Customer Representatives to have more productive conversations and spend more time driving customer health.

Impact #1	The implementation of Conversica AI Assistant brought about significant operational improvements for OEConnection. The AI Assistant not only saved time but also enabled the company to manage their customer count without hiring any new employees. The team was able to collect updated contact information from thousands of customers and save many customers who were deemed low opportunities. The AI Assistant, Jenna Grant, sent out personalized emails to thousands of dealerships, allowing Customer Representatives to have more productive conversations. As a result, less time was spent on trying to connect and more time was spent driving customer health. This new strategy helped the small team cover 20,000 to 30,000 shops, thereby driving higher engagement rates.

Impact #1

The implementation of Conversica AI Assistant brought about significant operational improvements for OEConnection. The AI Assistant not only saved time but also enabled the company to manage their customer count without hiring any new employees. The team was able to collect updated contact information from thousands of customers and save many customers who were deemed low opportunities. The AI Assistant, Jenna Grant, sent out personalized emails to thousands of dealerships, allowing Customer Representatives to have more productive conversations. As a result, less time was spent on trying to connect and more time was spent driving customer health. This new strategy helped the small team cover 20,000 to 30,000 shops, thereby driving higher engagement rates.

Benefit #1	Unlimited scalability achieved in an affordable manner
Benefit #2	Engagement with over 16,000 dealer customers and 37,000 active shops
Benefit #3	23% increase in customer engagement rate

Benefit #1

Unlimited scalability achieved in an affordable manner

Benefit #2

Engagement with over 16,000 dealer customers and 37,000 active shops

Benefit #3

23% increase in customer engagement rate

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Overview

OEConnection Enhances Customer Engagement and Retention with Conversica AI Assistant

Operational Impact

Quantitative Benefit