The Client

My Way is D'Ieteren Automotive's trusted brand for used cars, offering vehicles from every manufacturer. Specialising solely in used vehicles, My Way is the market leader in Belgium for buying and selling cars.

The Challenge

My Way’s main objective was to provide their customers with a seamless end-to-end experience so they could not only buy but also sell their cars quickly and efficiently.

With My Way launching a nationwide inbound and outbound marketing campaign, they were anticipating a significantly increased volume of leads, meaning that they needed a central area to track the enquiries and progress of prospective customers to ensure they were followed up by their Sales Agents in a timely manner.

The Answer

CRM Implementation

To meet the client's needs, we provided a full implementation and onboarding of HubSpot Sales Hub with dedicated pipelines designed to manage the distribution, management and nurturing of both inbound and outbound leads. To streamline and improve their sales process, we meticulously designed a step-by-step process within HubSpot Sales Hub using automated actions to ensure nothing was ever forgotten or left to chance. 

Customised NPS Surveys

My Way’s business philosophy places a huge degree of importance on customer satisfaction, so it was imperative for them to be able to receive feedback from their customers at the end of each journey. By using a combination of HubSpot Marketing Hub and Survicate, we worked with My Way to design a custom NPS survey and reporting suite that measured customer satisfaction across the whole My Way network.

The Results

Upon completion of onboarding, the outcome was a comprehensive, fully automated lead management system that eliminated the need for manual work that was previously very time consuming. Now it takes a matter of seconds to progress a customer to the next stage of their customer journey with the relevant departments being notified immediately and automated escalation steps in place in the event of a problem.

My Way have also benefited from Digitag’s strategic guidance by working with us to map out three different customer journeys and creating team partitions within HubSpot, so users only see the data that is relevant to them or their team. This has not only improved usability of the system, but it has also made segmentation, communication and reporting much easier.

In short, a job well done and a very happy client.

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