Customer Success Spotlight
Improving Customer Response Time By 98% With Nextiva Social Media & Reputation Management
968
DEALERSHIPS
98%
FASTER RESPONSE TIME
50,000
MONTHLY REVIEWS
11%
INCREASE IN POSITIVE REVIEWS
Challenge
When you are one of the largest car manufacturers on the planet, reputation is everything. But managing your reputation at scale isn’t easy—especially with multiple social media channels and tens of thousands of reviews every month. The brand struggled with:
- Missing information. Some locations didn’t have Google or Facebook pages at all.
- Verification & setup issues. Many pages had improper ownership, preventing easy access.
- Duplicate listings. With multiple listings for the same business, it was impossible to gather accurate information.
Executives, various business units, and individual dealerships could view custom dashboards to see the information most relevant to them. The brand could even filter by geographic zones, measuring performance and analyzing trends across different locales.
Real-Time Response, Real-World Benefits
One of the biggest challenges had been a lack of timely response to customer messages. Customers felt unheard and ignored.
With Nextiva, the manufacturer now had the ability to see every dealership’s reviews and messages in real-time. The platform’s customer service module automated the process, routing different queries to the correct team member and prioritizing urgent requests.
The result? An incredible 98% improvement in customer response time and an 11% increase in positive reviews.
Solution
The manufacturer needed a centralized, scalable solution to manage their reputation and create a consistent brand experience across all of their social channels.
One Platform For Everything
The first problem to solve? Fragmented information.
After implementing Nextiva Social & Reputation Management (formerly Simplify360), the manufacturer now had one centralized platform to track all of their dealers across the country.
Data-Driven Decision Making
Nextiva Social and Reputation Management also provided robust data reporting, integrated into the brand’s business intelligence via Nextiva’s API and manual downloads.
This increased visibility into operations also allowed the team to track performance at a granular level and create benchmarks for key customer service metrics, such as:
- Turnaround time
- Sentiment
- SLA breaches
The brand could identify what worked and implement changes across their entire footprint, faster and easier than ever before. In a business where reputation is everything, this auto manufacturer could rely on Nextiva Social & Reputation Management to do the job.
Organizing and formalizing dealer feedback is one of the toughest challenges facing an auto OEM today. Nextiva Social & Reputation Management not only enabled us to achieve review feedback monitoring and insights for our dealers, but also allowed us to seamlessly and efficiently respond to customers and improve our brand image.
Capabilities used
The car manufacturer used both Nextiva Social Media Management and Reputation Management. Within these solutions, they benefited from:
01
Automation
02
Intelligent Response
03
Analytics & Insights
Nextiva powers 1 million+ users and billions of interactions annually.
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