Indomobil increases its response rate by 30% with SurveySensum WhatsApp surveys.
What has Indomobil achieved?
Increase in survey response rate.
Overall cost reduced.
Hours a week saved on reporting.
Blandina Siregar
Head of Customer Relations
PT. Nissan Motor Distribution Indonesia
SurveySensum helps us in getting real-time insights into all our sales (before and after) and provides such a great experience to our customers that they are coming back to us. And loved its WhatsApp Integration and personalized auto alert emails especially!
Blandina Siregar
Head of Customer Relations
PT. Nissan Motor Distribution Indonesia
The Objective
The CX team wanted to gather customer feedback, act on its insights, and develop innovative solutions to improve the overall customer experience.
The Challenge
Indomobil's CX team was using CATI to collect customer feedback which included over 75 dealers across 8 regions. The feedback gathered over the call was too lengthy and full of manual errors. Moreover collating and analyzing all the feedback was time-consuming, tedious, costly, and stressful. They wanted to gain quick insights so that they can act on the relevant feedback promptly, and coordinate with the stakeholders to improve the overall Customer Experience.
The Solution
SurveySensum allowed them to gain customer insights effectively and act on urgent issues promptly, saving 80% of the overall cost. Also, the platform’s inbuilt features of survey distribution, contact management, email alerts, and WhatsApp surveys saved more than 30 hours a week compared to their previous processes.
How did it solve the problem?
Easy Survey Design: They can now build surveys with out-of-box questions and themes in no time.
Intuitive Contact Management: Often they get incorrect customer contact data but now the process of loading and managing customer contacts is super easy.
Instant Alerts: They can send instant, personalized alerts on all low satisfaction scores and it has been a key to taking prompt actions.
WhatsApp Survey Distribution: They were getting up to a 5% response rate with email surveys, but now their response rate has been boosted to 30% with WhatsApp surveys.
Exceptional Customer Support: SurveySensum support was exceptional to provide them with custom reporting as per their requirements.
About the Company
PT. Nissan Motor Distributor Indonesia is the official distributor of Nissan passenger cars. Engaged in local and overseas (export) distribution of vehicles, spare parts, and components and importation of vehicles and spare parts. The company was founded in 2001 and is headquartered in Jakarta, Indonesia.

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