How Muntstad offers high quality service with Trengo

If you have ever tried to buy or lease a car in the Netherlands, there's a good chance you came across Muntstad. With eleven locations, Muntstad is one of the most well-known automotive companies in the country. You can visit them to buy a new car from brands such as Volkswagen, Audi, Skoda, and Seat, or to have a look at their wide collection of occasions. Besides that, they also take care of maintenance and damage repair.

Needless to say, the Muntstad teams deal with a lot of customer communication on a daily basis, both offline and online. From a quick chat in one of their showrooms to conversations via email, telephone, WhatsApp Business, Facebook Messenger, and live chat. In order to streamline all of this communication efficiently, project manager Cas Verhoef decided to adopt Trengo's customer service software.

Challenge: Maintaining high-level of quality service

Muntstad faced a significant challenge in managing multiple customer communications across various channels. With eleven locations and a diverse range of services, teams regularly encountered a high volume of incoming conversations on everything from sales and maintenance to standard repairs.

However, existing communication management tools lacked the collaboration features. Munstad experienced difficulty to operate efficiently, leading to slow responses and customer dissatisfaction. Project manager Cas Verhoef recognised the need for a solution that would connect the right teams, no matter where they were, to incoming customer conversations as easy as possible.

Solution: centralisation of customer communication

By adopting Trengo, Munstad was able to address conversations from multiple channels in one centralised location. Sales and after-sales teams managed interactions across WhatsApp Business, email, Facebook Messenger, and the live chat on their website from the Trengo platform. This allowed them to efficiently handle inquiries, assign conversations, provide prompt responses to customer questions, fill pipeline and positively influence revenue.

How does Muntstad use their new customer engagement platform?

‍Both their sales teams and after-sales teams use Trengo to manage conversations via multiple channels from one place. Where after-sales teams talk to customers via WhatsApp Business and email, the sales team reaches out via Facebook Messenger and the Live Chat.

"Before working together on all these channels was complicated. The previous tool we used didn't allow for any collaboration. And that's crucial for us, especially since we work together with many different locations and teams. With Trengo, our teams can easily pick up conversations, assign them to a colleague, and collaborate on delighting our customers."

How do they set this up?

Muntstad's customers tend to ask a lot of different questions via a wide variety of channels. Which previously meant that questions didn't always end up with the right teams. Now they use Rules.

1. First, they regularly meet with online sales employees to discuss which questions repeatedly end up in their inbox

2. Then, they check which types of answers need to go to other teams, such as after-sales

3. They recognise words or combinations of words that are related to the types of answers

4. Muntstad creates Rules that automatically label messages containing these word combinations

"Because of the rules we set, questions automatically end up with the right team."

💡 An example of a label that they use is 'after-sales inquiry'. Messages with this label automatically get forwarded to the after-sales team.

"We don't have to lose time manually assign messages to the right teams anymore. This efficient way of working helps us to keep our response time below a minute in ninety percent of all our incoming conversations."

Present on all favourite customer channels

‍With thousand chats to answer every month, about ninety percent come in via WhatsApp Business. Now, they can follow up on all conversations coming in via this popular channel, and:

"In the past few months, we have sold more than twenty cars to customers who first got in contact with us via WhatsApp."

Besides that, they also have more engagement on their website. They activate the Live Chat on the certain pages they usually get sales-related questions, such as the product pages.

Results:

1. Significant improvements in customer communication and sales outcomes

Approximately a thousand chats are handled monthly through Trengo, with WhatsApp Business emerging as the most popular channel and resulting in over twenty car sales in a short amount of time.

2. Increase in customer engagement and conversion opportunities

Their Live Chat placed strategically on product pages, has added a valuable step to their customer journey. Sales-related inquiries are now effectively directed to the right teams.

3. Response time of less than a minute

Introducing automated workflows — through Trengo's rules — ensures customers are promptly answered. As a result, Muntstad has achieved an impressive response time of under a minute in 90% of incoming conversations.

The first 6 months with Trengo

"From an administrator's perspective, it's amazing to work with Trengo."

To name an example, adding a new user is done in seconds. Users can easily send themselves a password reset, instead of having to go to the IT department. You really get the feeling you're being heard. If I see a point of improvement, the team goes above and beyond to make it happen.

The right integrations

Needing Microsoft Power BI for reporting a connection had to be made between the two tools. Customer success manager Jurre took this on and made it happen with a great API integration.

"Whenever I have questions, I can always approach Trengo's customer success team. If I see a point of improvement, the team goes above and beyond to make it happen."

In a nutshell: how does Muntstad maintain their high-level of quality service?

Here are a few things Muntstad did to make Trengo work for them.

1. Add customer favourite channel WhatsApp Business
Via Trengo, Muntstad gained access to the official WhatsApp Business API. With that in place, they have added one of the most valuable channels to their approach. Plus, handling these conversations is made easy. They can now manage one WhatsApp Business number with multiple users.

2. Service everywhere, and increase website engagement
Activating a Live Chat has boosted their sales. Because Muntstad activated the Live Chat on product pages, they gave customers an extra touchpoint, and sales an extra conversion point. Learn how you can do this too.

3. Save time because of automated workflows
Muntstad set Rules to ensure that messages always end up with the right teams. This means that messages with certain keywords automatically get forwarded to the right team. Learn how you can also automate workflows in Trengo.