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.

Implementation Results