Vines Group
Vines Group is a family-run franchise business of BMW and Mini based in the south east of England. The group has worked with Keyloop for a number of years, and recently introduced Message, a solution designed to drive loyalty with seamless customer engagement built on fast, personalised SMS and email communication. Monique Limerick is Vines Group’s Implementation Manager and played a key role in its introduction.
I'd highly recommend Keyloop Message for any retailers considering improving their business efficiencies and improving their customer experience.
Monique Limerick, Implementation Manager, Vines Group
Vines Group's Story
Challenge
Prior to the introduction of the Keyloop Message, Vines Group’s service department was sending hundreds of messages to customers each day. However, due to the lack of a reporting, there was no way to track which messages had been sent. As a result, when customers contacted the service department, they often had to repeat information, leading to duplicated conversations and a disjointed experience.
Solution
The team at Vines Group identified Keyloop Message as the solution to help streamline communication across the entire service department. This meant integrating a messaging tool that would enable consistent, trackable communication with customers at every stage of their service journey. By implementing Message, Vines Group aimed to reduce duplicated conversations, improve internal communication, and deliver a more efficient and transparent experience for both the service team and customers.
Impact
The introduction of Keyloop Message has had a big impact on the service department at Vines Group and significantly improved communication with customers. It offers a greater level of efficiency, speeding up how they interact with customers, and the team-set up functionality means incoming messages can be routed directly into the team. This allows them to support each other and ensure no customer communications are missed and can be acted upon swiftly.
The write-back feature in Message has been particularly helpful for Monique. Before Vines Group send or receive any messages to and from customers, the system writes back history onto the customer’s DMS record. This is helping improve the business’ overall understanding of what communications are being sent to customers, what support they might need and who’s being liaising with them.
The call centre team is also benefiting from the introduction of Message thanks to a reduction in call volumes. With customers preferring to use alternative means of contact, like SMS and Whatsapp, the service team can manage more communications, allowing for improved call answer times in the call centre. Message is making the workload management far easier for both teams, helping improve business efficiency and enabling a transparent and enhanced customer journey.
The service advisors really like Keyloop Message for two things. First thing, it offers a greater level of efficiency in their workday. By utilising digital communications, they can speed up their workday and interact with customers nice and quickly, rather than using traditional tools like phoning customers. The other thing is they really like the team set up in Keyloop Message, whereby as a department, they can be set up as a collective and we can route messages directly into a team so they can support each other when customer communications come in.
Monique Limerick, Implementation Manager, Vines Group