Fiat Chrysler Automobiles


Contact Center

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 complete technological ecosystem was created for the online sales of each of the brands in Spain. It is used to manage the stock, the prices and promotions, as well as the customer relationship through the contact center, the lead qualification, the video call system and document management, as well as unique processes in Spain such as financial scoring and contract signature, which provide an end-to-end direct sale to the customer 100% online in just 10 minutes. end-to-end direct sales to the customer 100% on-line in just 10 minutes. . All this with permanent measurement and analysis in each part of the process.

With this online system created together with FCA, in addition to creating the digital sales process (with or without the intervention of agents), time is reduced in lead qualification and lead managementThis allows dealers’ sales reps more time to focus on closing sales opportunities. In short, the aim is to reduce the phases of lead generation, qualification, passage to the sales closing process, and sale as such, to a single phase, shortening the funnel as much as possible in a purchase as complex as the automotive industry.