Renault-Nissan Powers Its Omnichannel Strategy With Mobile to Deliver Tailored Experiences For Customers

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1 Renault-Nissan Powers Its Omnichannel Strategy With Mobile to Deliver Tailored Experiences For Customers Opportunity Renault-Nissan is transforming itself by making mobile apps and connected devices work in harmony with its Salesforce CRM system to reshape how customers buy and use their cars. As the world goes mobile, Renault-Nissan wanted to be proactive in delivering a highly personalized and convenient consumer experience to grow their business and increase customer loyalty. 2 1

2 Key Challenges Many enterprise-class companies have launched first generation mobile apps that are little more than informational brochures that can t engage customers and have limited personalization. But, as companies begin to embrace the unprecedented opportunity of mobile for customer intimacy, there is sense of urgency for a new class of mobile apps focused on engaging customers in a mobile moment ; a personalized experience where they get what they need, when they need it. It s the new competitive battleground. Mobile Moments Require Easy and real-time connectivity to CRM and other customer back-end systems Intelligent mobile automation tools for business professionals without reliance on I.T. Powerful analytics that visualize opportunities to get closer to customers 2

3 FollowAnalytics for Salesforce Groupe Renault started using FollowAnalytics as a mobile analytics platform to grow the company and increase lifetime brand loyalty. As consumers use of mobile has exploded over the last 12 months, they have expanded their use of FollowAnalytics to power Salesforce with mobile data and to deliver highly personalized push, in-app communications and location based messages. Using FollowAnalytics complete suite of drag-anddrop mobile automation tools they also can incorporate Salesforce data to analyze, segment, schedule or trigger 1:1 mobile campaigns. By using FollowAnalytics, Renault is empowering mobile moments, so a mobile device or connected car delivers exactly what someone needs when they need it. Testimonial FollowAnalytics has accelerated our digital business transformation, giving us a global view of our mobile apps performance. By using their platform, we can now easily launch new mobile marketing campaigns that are localized by region and market and uniquely personalized for every customer or prospect. Patrick Hoffstetter, Chief Digital Officer, Renault 3

4 Reshaping the Auto Buying Process Increasingly car shoppers are turning to mobile to research models, get advice and find great deals when buying a car. In fact today, the average customer makes on average only two visits to the dealership before making a purchase. Renault-Nissan wanted to be sure their mobile strategy was getting them closer to their customers in the early phases of the customer journey, to deliver positive brand experiences, as well as keep users informed and build valuable long term relationships. A key goal is to bolster one of the most crucial steps in the car buying process: the visit to the dealership. By using FollowAnalytics for Salesforce Renault-Nissan has increased the number of test drives for its network of 12,000 dealerships by 30%. Mobile Content Actions While on Dealer Lot Source: Placed, Inc. and Cars.com 4

5 The Future is the Connected Car A critical goal of incorporating consumer data from Salesforce is to optimize the driving experience and create more opportunities for customer engagement. Groupe Renault will be working with FollowAnalytics using IoT integration. The car is a connected device where CRM and other customer data can optimize the in-car experience. Customers can be alerted about things like needed maintenance, lease expiration and promotions. According to Patrick Hoffsteter, Chief Digital Officer for Renault, increasingly we see the connected car as an opportunity to engage with our customers in their mobile moments based on what is happening in real time with their car experience. This and other mobile app value adds, such as their My Renault loyalty app, allow them to reach their customers and foster long-term loyalty, ensuring repeat buyers. Testimonial Increasingly we see the connected car as an opportunity to engage with our customers in their mobile moments based on what is happening in real time with their car experience. Patrick Hoffstetter, Chief Digital Officer, Renault 5

6 MOBILE ENGAGEMENT AUTOMATION THE ESSENTIAL CHECKLIST Provides sophisticated mobile engagement campaigns Push and in app messages can be scheduled or self-triggered by user actions inside or outside an app Has extensive campaign content delivery options Rich variety of messaging content including: video, graphics, coupons, contextual and geo-targeted Supports real time plug-in to existing CRM and marketing stacks Deliver 1:1 engagement using 360 view with no lag time Uses an intuitive point and click, drag and drop interface Business professionals easily build engaging campaigns without relying on technical resources Uses machine learning and predictive analytics Makes smart recommendations to optimize mobile engagement Can be implemented quickly Up and running in weeks with dedicated customer success manager Is scalable and secure Will scale with the growth your mobile apps About FollowAnalytics FollowAnalytics provides next generation mobile engagement that gets you closer to your customers than ever before, connecting mobile to your existing marketing stack to power 1:1 personalized push notifications, in-app messaging, , video and coupons. FollowAnalytics does the heavy lifting for marketers using mobile CRM, smart segmentation and recommendations to create mobile moments and omnichannel experiences that delight customers. FollowAnalytics customers are industry leaders including: AXA, Allianz, BNP Paribas, L Oréal, Renault, Voxeet, Wells Fargo and more. Founded in 2013 by Samir Addamine, FollowAnalytics is headquartered in San Francisco with offices in Paris and Montreal. 6