Renault-Nissan Powers Its Omnichannel Strategy With … · Renault-Nissan Powers Its Omnichannel Strategy With Mobile to Deliver Tailored Experiences For Customers Case Study: CRM-Driven

Renault-Nissan Powers Its Omnichannel Strategy With Mobile to Deliver Tailored Experiences For Customers

Case Study: CRM-Driven Mobile Automation

Renault-Nissan is transforming itself by making mobile apps and connected devices work in harmony with its Salesforce CRM sys-tem to reshape how customers buy and use their cars. As the world goes mobile, Renault-Nissan wanted to be proactive in delivering a highly personalized and convenient consumer experience to grow their business and increase customer loyalty.

Opportunity

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Many enterprise-class companies have launched “first

generation” mobile apps that are little more than infor-

mational brochures that can’t engage customers and

have limited personalization.

But, as companies begin to embrace the unprec-

edented opportunity of mobile for customer intimacy,

there is sense of urgency for a new class of mobile

apps focused on engaging customers in a “mobile

moment”; a personalized experience where they

get what they need, when they need it. It’s the new

competitive battleground.

Key Challenges

Mobile Moments Require

• Easy and real-time connectivity to CRM and other

customer back-end systems

• Intelligent mobile automation tools for business

professionals without reliance on I.T.

• Powerful analytics that visualize opportunities to

get closer to customers

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Groupe Renault started using FollowAnalytics as a

mobile analytics platform to grow the company and

increase lifetime brand loyalty. As consumers’ use

of mobile has exploded over the last 12 months, they

have expanded their use of FollowAnalytics to power

Salesforce with mobile data and to deliver highly

personalized push, in-app communications and location

based messages.

Using FollowAnalytics’ complete suite of drag-and-

drop mobile automation tools they also can incorporate

Salesforce data to analyze, segment, schedule or trigger

1:1 mobile campaigns.

By using FollowAnalytics, Renault is empowering mobile

moments, so a mobile device or connected car delivers

exactly what someone needs when they need it.

FollowAnalytics for Salesforce

Testimonial

“FollowAnalytics has accelerated our digital businesstransformation, giving us a global view of our mobileapps performance. By using their platform, we cannow easily launch new mobile marketing campaignsthat are localized by region and market and uniquelypersonalized for every customer or prospect.”Patrick Hoffstetter, Chief Digital Officer, Renault

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Increasingly car shoppers are turning to mobile to

research models, get advice and find great deals when

buying a car. In fact today, the average customer

makes on average only two visits to the dealership

before making a purchase. Renault-Nissan wanted to

be sure their mobile strategy was getting them closer

to their customers in the early phases of the customer

journey, to deliver positive brand experiences, as well

as keep users informed and build valuable long term

relationships. A key goal is to bolster one of the most

crucial steps in the car buying process: the visit to the

dealership. By using FollowAnalytics for Salesforce

Renault-Nissan has increased the number of test drives

for its network of 12,000 dealerships by 30%.

Reshaping the Auto Buying Process

Mobile Content Actions While on Dealer Lot

Source: Placed, Inc. and Cars.com

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A critical goal of incorporating consumer data from

Salesforce is to optimize the driving experience and

create more opportunities for customer engagement.

Groupe Renault will be working with FollowAnalytics

using IoT integration. The car is a connected device

where CRM and other customer data can optimize the

in-car experience. Customers can be alerted about

things like needed maintenance, lease expiration and

promotions.

The Future is the Connected Car

Testimonial

“Increasingly we see the connected car as an opportunity to engage with our customers in their mobile moments based on what is happening in real time with their car experience.”Patrick Hoffstetter, Chief Digital Officer, Renault

According to Patrick Hoffsteter, Chief Digital Officer for

Renault, “increasingly we see the connected car as an

opportunity to engage with our customers in their mobile

moments based on what is happening in real time with

their car experience.” This and other mobile app value

adds, such as their My Renault loyalty app, allow them

to reach their customers and foster long-term loyalty,

ensuring repeat buyers.

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MOBILE ENGAGEMENT AUTOMATIONTHE ESSENTIAL CHECKLIST

Provides sophisticated mobile engagement campaigns Push and in app messages can be scheduled or self-triggered by useractions inside or outside an app

Has extensive campaign content delivery optionsRich variety of messaging content including: video, graphics, coupons, contextual and geo-targeted

Supports real time plug-in to existing CRM and marketing stacksDeliver 1:1 engagement using 360˚ view with no lag time

Uses an intuitive point and click, drag and drop interfaceBusiness professionals easily build engaging campaigns without relying on technical resources

Uses machine learning and predictive analytics Makes smart recommendations to optimize mobile engagement

Can be implemented quicklyUp and running in weeks with dedicated customer success manager

Is scalable and secureWill scale with the growth your mobile apps

FollowAnalytics provides next generation mobile en-

gagement that gets you closer to your customers than

ever before, connecting mobile to your existing market-

ing stack to power 1:1 personalized push notifications,

in-app messaging, email, video and coupons. FollowA-

nalytics does the “heavy lifting” for marketers using mo-

bile CRM, smart segmentation and recommendations to

About FollowAnalytics

create mobile moments and omnichannel experiences

that delight customers. FollowAnalytics customers are

industry leaders including: AXA, Allianz, BNP Pari-

bas, L’Oréal, Renault, Voxeet, Wells Fargo and more.

Founded in 2013 by Samir Addamine, FollowAnalytics

is headquartered in San Francisco with offices in Paris

and Montreal.

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Renault-Nissan Powers Its Omnichannel Strategy With … · Renault-Nissan Powers Its Omnichannel Strategy With Mobile to Deliver Tailored Experiences For Customers Case Study: CRM-Driven

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