Case StudyCaso de EstudioCas d'Estudi
Mobile App Transforms Automotive Post-Sale Services
Keeping Post-Sale Customer Satisfaction In Drive
A customer’s experience with their car only truly begins after they have driven away from the dealer. At this point, they start to learn about their new vehicle and its features and take ownership of its maintenance.
Luxury car manufacturer Audi prides itself in high-end customer service. They wanted to extend their capability to provide the same level of owner satisfaction after the vehicle purchase. Their solution was a digital transformation of after-sale services by engaging Opentrends to create a car owners’ app.
The Audi Prestige App: An Omnichannel Solution
The result was the Audi Prestige App, a personal Audi assistant in the palm of their customers’ hands. The native iOS and Android apps gave Audi owners the power to learn, experience, and manage their vehicles with a value-added user experience.
The omnichannel app allowed owners to easily answer questions about their car and quickly schedule service. Opentrends utilized the combination of searchable databases, AI, and connection to live representatives to provide post-sale customer service in any channel the owner preferred.
The Audi Prestige App’s features include:
- AI Chat
Owners could connect with service managers through the app to answer questions instantly, troubleshoot obstacles, and schedule appointments. The chat interacted with live representatives and AI to provide 24/7 support.
- User Customization
Opentrends customized the app to both the vehicle and the customer. The Audi Prestige App provided information specific to the purchased Audi model and the service records for the exact vehicle. It also utilized details about the owner and their family to offer a personalized experience.
- Digital Manual
An app-based car manual amplified the information’s benefit. Digitizing the manual made it easily searchable by the customer and provided a more engaging user experience. It also allowed Audi to provide updates to owners long after the sale.
- Omnichannel Access to Service Centers
Audi owners could use the app to find nearby service centers and schedule service. The app enabled Audi to remind customers of upcoming service milestones and dates proactively.
The Audi Prestige App improved Audi owners’ happiness and engagement with the brand throughout the entire product cycle.
App Experience Design For the Customer Journey
Opentrends visual design firm, Fail Fast, took advantage of every opportunity to understand the Audi customer journey. The team conducted extensive shadowing and qualitative research to inform the app’s design. The team interviewed key Audi stakeholders to account for all opinions and ideas. Opentrends visited Audi dealerships and first-hand observed owners on the customer journey to improve the app's usability.
Once agile development was underway, the project included a series of target segment usability sprints to support the evolution of the UX.
Fail Fast led the way with sleek visual designs aligned with Audi's luxury positioning. The app also includes App Store Optimization (ASO) positioning to maximize its use by Audi customers.
Driven by Vertical Mobility Technology
These iOS and Android native apps were built by our expert developers using:
- Angular JS
- LifeRay
- Docker
- Socker.oi
- Java
- OpenCMS
It’s Time For Your Customer’s Post-Sale Digital Transformation
Opentrends provides omnichannel app development for the automotive industry and beyond. Customers expect their experience with brands to extend into digital channels. Work with the Opentrends team to create technology that enhances customer experiences and drives revenue.