SUMMARY
Launched Suzuki Cars & Motorcycles first, nationally consolidated CRM program in the UK, in addition to launching the brand’s social media platforms across Facebook, YouTube, Twitter, Flickr. Not to mention their most successful DM campaign.
CLIENT BACKGROUND
Suzuki is a renowned Japanese automotive manufacturer with a diverse range of products, including cars and motorcycles.
CHALLENGE
Suzuki UK faced considerable customer experience challenges as each dealer independently managed its own CRM with varying quality outcomes, as a result of diverse tech stacks, marketing budgets and experience levels.
The absence of a UK ‘global’ CRM strategy and execution across the dealer network resulted in data inconsistencies, poor personalisation and relevancy, negative brand experiences, and limited visibility of outcomes.
It was agreed that Suzuki UK would execute the CRM strategy at the HQ level, reducing the load and need on their dealer network.