The automobile multinational PSA optimizes customer management with Altabox Econocom

The BeWin tool has been installed in Spanish workshops, accessed through interactive kiosks. In these, Clients identify themselves and/or register for subsequent attention.

The French automobile multinational PSA Retail, which has brands such as Citroën, Opel about Peugeot, has optimized its customer service strategy in the after-sales services of its workshops in Spain.

This was a pending issue for the French manufacturer, I wanted to update the calendar service, welcome and management of shifts both in their dealerships and in franchisees.

PSA trusted Altabox Econocom to respond to these requirements. Once the customer journey process has been analyzed, implemented the solution through its BeWin tool. A complete customer service management system, that has managed to digitize an analog process and provide it with data that allows its efficiency to be monitored and improve customer satisfaction and experience. This has allowed the client to manage the prior appointment by synchronizing the PSA appointment agenda.

Besides, BeWin interactive kiosks have been installed in dealerships. in them, Clients identify themselves and/or register for subsequent attention. In this way, There is constant monitoring of waiting times and the care process you will receive..

Through screens located in the service area, the client can follow the evolution of the shifts, and also receives digital content of services and of a commercial nature.

This communication on screens is carried out thanks to the fact that BeWin is integrated with the Kentia content management CMS., owned by Altabox Econocom.

Besides, The data management module of the BeWin tool has been implemented. with them, PSA can analyze the customer experience and improve the service process.

Until now, The project has been implemented in 20 dealers and throughout this year a third phase has been launched in which at least ten other centers will be equipped.