Fiat Chrysler Automobiles

Services

CXR
Technology
Contact Center
Analytics

First branded e-commerce with an end-to-end checkout process

FCA (Fiat Chrysler Automobiles) is the Italian-American automotive group that integrates the Fiat, Alfa Romeo, Jeep, Abarth and Fiat Professional brands in Spain. From January 2021, it will operate as Stellantis upon integration with Groupe PSA.

FCA has been working with our group for more than a decade and a half, where we perform tasks related to customer relations, segmentation, CRM or lead management, among other things. This time, we were challenged to develop Spain’s first major fully online vehicle sales system.

This e-commerce would include from Lead Generation through Lead Management to the signing of the contract.

To this end, a comprehensive technological ecosystem was created for the online sales of each of the brands in Spain. Through this ecosystem, inventory, pricing, and promotions are managed, as well as customer relations via the contact center, lead qualification, the video call system, and document management—along with processes unique to Spain, such as financial scoring and electronic contract signing, which provide an 100% online end-to-end direct-to-consumer sales experience in just 10 minutes. All of this is accompanied by continuous measurement and analytics at every stage of the process.

With this online system developed in partnership with FCA, in addition to establishing a digital sales process (with or without agent involvement), the time required for lead qualification and management is reduced, allowing dealership sales representatives to devote more time to closing sales opportunities. In short, the goal is to consolidate the phases of lead generation, qualification, progression to the closing stage, and the sale itself into a single phase, thereby shortening the sales funnel as much as possible in a market as complex as the automotive industry.