Project Background
The client is an auto dealer group representing multiple mainstream brands, with 12 4S stores each running its own DMS. Customer data was scattered across sales, service, and marketing, maintenance and insurance renewals went unnoticed, loyal customers silently churned, and group executives lacked a unified view.
The group wanted a lifecycle-focused CRM that unifies data across 12 stores, enables continuous engagement with existing customers, and drives aftersales and repeat-sales conversions.
Core Challenges
- Fragmented customer data silos sales, after-sales, and marketing information.
- Manual tracking of maintenance expirations misses the optimal outreach window.
- Unlogged complaints make post-incident accountability impossible.
- Low upsell/trade-in conversion means competitors poach your customers.
Solutions
Centered on the full customer lifecycle and combining WeCom private domain, intelligent tasks, and BI dashboards—rolled out to 12 stores in 3 months.
Customer Records
A 360-degree view of customer info, vehicles, maintenance, and satisfaction
Maintenance Reminder
Automatic outreach for maintenance, annual inspection, and insurance renewals.
After-Sales Work Order
Full traceability across repair, complaint, and follow-up tickets.
Member Points
Redeem points for maintenance, car wash, or branded gifts.
WeCom Private Domain
One-on-one consultant chat with Moments operation.
Data Dashboard
Single-screen view of store, brand, and advisor performance.
Implementation Results
Auto dealership CRM solution
Unified management across multiple brands and stores.
