CSM: MOVE — Customer Satisfaction Platform — simplifying tracking, boosting loyalty, and delivering data-driven insights for automakers
Project Overview
CSM: MOVE is a next-gen customer satisfaction system for global automakers, streamlining feedback collection, validation, and analysis. It enables dealerships to easily upload customer data, with automated validation, centralised reporting, and advanced analytics that turn interactions into strategies to boost loyalty and improve the ownership experience.
Problem Statement
Managing large volumes of customer satisfaction data is challenging for global automakers. Without an integrated system, feedback stays fragmented, delaying responses and limiting insights. This lack of streamlined collection, validation, and analysis hinders trend identification, issue resolution, and loyalty building—reducing competitiveness in a fast-moving market.
Key Findings
- Complex Data Management: Automakers gather vast customer feedback from multiple touchpoints, but fragmented systems make it hard to consolidate, analyse, and act on efficiently.
- Demand for Simplified Workflows: The industry needed an intuitive solution that could streamline the data collection process, standardise input formats, and reduce manual errors—freeing up resources for more strategic tasks.
- Relationship-Driven Growth: Maintaining strong customer relationships was identified as a critical factor in building brand loyalty and sustaining market competitiveness. The ability to identify pain points and act swiftly was essential.
Implemented Solution
CSM: MOVE was developed to address these challenges by providing a comprehensive customer satisfaction management system:
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Streamlined Data Collection:
Developed a dealer-facing interface that allows quick and consistent upload of customer details, surveys, and feedback records. This eliminated dependency on manual spreadsheets and ensured real-time availability of information.
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Automated Data Validation:
Built-in validation checks flagged incomplete or incorrect records instantly, ensuring high data accuracy and consistency before the information entered the analytics pipeline.
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Targeted Outreach & Feedback Collection:
Enabled precision targeting for follow-up campaigns, surveys, and loyalty programs by segmenting customers based on region, purchase history, and satisfaction levels. This boosted response rates and improved feedback quality.
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Advanced Analytics & KPI Tracking:
Leveraged powerful analytics to create dynamic dashboards that visualise satisfaction trends, highlight underperforming areas, and present actionable KPIs for management teams to address issues promptly.
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Strategic Relationship-Building Tool:
Positioned CSM: MOVE as more than a reporting tool—empowering automakers to proactively engage customers, personalise communications, and implement improvements that directly enhance brand trust and loyalty.
Results
CSM: MOVE improved customer relationship management and operations by automating data collection and validation, reducing workload and errors. Automakers gained deeper insights into customer needs, enabling targeted outreach and faster issue resolution, boosting satisfaction and loyalty. Actionable KPIs and strategic insights helped brands enhance experiences and maintain a competitive edge, while increased efficiency elevated overall business performance.