Using data to enrich our customers' experience
Making a customer journey unique means adapting it to the person experiencing it. Convinced that a successful experience is a tailored experience, where customers are free to choose how they interact with us, RCI Bank and Services makes good use of customer data to develop omnichannel sales journeys suited to everyone’s requirements.
At the international level, our strategy consists of developing the omnichannel system to deliver a customer experience that is fully integrated with that of Renault, Dacia and Nissan, with the aim of simplifying our customers’ lives and effectively addressing all their expectations: preference to meet in person at a dealership or, conversely, for a digital journey.
In practical terms, this comes down to developing packages that address our customers’ new uses, while also offering a simple, seamless and customized experience. In particular, this includes services with high added value, such as the online pre-booking service that accompanied the launch of Nissan New JUKE in France, Italy and Germany. This approach fuels the development of innovative pathways with several points of contact between carmaker brands and customers, while simplifying their experiences. Accordingly, a single journey can include an online financing simulator, electronic signature of a contract, a welcome video or even an appointment with a salesperson at a dealership.
All of these practices currently allow RCI Bank and Services to ensure, for example, improved vehicle monitoring by fleet managers, or more, using our ability to determine customer expectations in order to offer the most suitable package (insurance, financing, technical follow-up, etc.).
Today, our overall customer satisfaction has reached 8.4/10. A figure that proves the relevance of our strategy focused on the needs of our customers, be they individuals or professionals. Customization that will be further enhanced in the coming years.
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Optimizing the customer experience thanks to artificial intelligence
Everyone is talking about artificial intelligence, but what is its true added value? Where connectivity currently makes it possible to collect a large amount of data, it does not, however, make it possible to collate such data. That is precisely the role of Artificial Intelligence (AI): it analyses data to reveal useful findings for the business that interacts with the customer.
What is the value of such an approach? Soon, we will be able to meet our customers’ hidden needs. It will then be easier to offer the right service at the right time. Be it a financing package or insurance, AI will be able to recommend solutions suited to various customer profiles, their situations and their requirements. A real time-saver for professionals who can get a 360° overview of their customer and his/her expectations at a glance.
AI also lies at the heart of the omnichannel principle. A business will soon be able to adapt its physical and digital sales journeys in real time based on the available customer information. It will then be possible to offer customized packages based on the fact that a customer was near a point of sale.
In this sense, AI will not replace either human contact or physical sales: on the contrary, it will be used to offer packages that are more suited to customer needs and expectations.