WIDE wins Gold at the TOP/COM Grands Prix Consumer 2023 and at the Trophées Marketing B2B. The agency was also awarded the Cas d'Or de la Relation Client and the Grand Prix du Jury at the Cas d'Or du Marketing.
Levallois-Perret, December 11, 2023. WIDE, the digital agency of Micropole, an international consulting group specializing in Data-driven business transformation, has been awarded Gold at the Top/Com Grands Prix Consumer 2023 and the Trophées Marketing B2B, as well as the Cas d'Or de la relation client and Grand Prix du Jury at the Cas d'Or du Marketing. These awards recognize a project carried out with carmaker Audi France, aimed at improving the customer experience on its after-sales service platform, Audi Service.
This success testifies to WIDE's ongoing commitment to innovating and imagining personalized, high-performance user experiences to accelerate business growth.
" With Audi, we have been building a relationship of mutual trust for over 4 years. It's a true partnership in co-construction focused on improving the customer experience and change management. Through the management of a broad ecosystem, ranging from digital to data to Happiness Management, the many projects we have carried out together highlight the wide range of Wide expertise. This long-term collaboration testifies to our commitment to excellence and the ongoing satisfaction of our client Audi " comments Marine EXPERT-MARESKA, Project Director at Wide.
A complementary UX and data approach for a better customer experience
The aim of this project was to create an exceptional after-sales service, centered on user needs, connected and ergonomic. Audi called on WIDE's expertise to undertake a complementary approach combining user experience (UX) analysis and data mining to maximize the performance of its after-sales service. The WIDE teams began by carrying out an in-depth customer journey analysis, followed by a UX audit and a data mining study. This was followed by a continuous improvement phase aimed at aligning the service with the brand's ambitions, including synchronizing after-sales partners' workshop agendas with the e-commerce platform and simplifying customer paths. Finally, a monitoring phase was introduced to analyze and track performance, enabling any necessary adjustments and optimizations to be identified.
Initially conceived as a specialized application, the platform underwent a major transformation to increase its fluidity and boost online transactions.
Concrete results and a clear improvement in the customer experience
The complementary approach focusing on UX and data was decisive for the success of the redesign of the after-sales service platform. The main results of this project include a significant increase in the number of online appointments, a drop in the bounce rate, an increase in the number of visits and workshop attendance, and increased customer loyalty.
The new Audi Service website helps used and new car customers reconnect with the network through a high value-added service relationship. It offers users privileged access to maintenance services and accessory ordering.
" At Audi, we're committed to delivering an exceptional customer experience, which is why this project to redesign our site was a very high priority for the brand. It was also Audi's first e-commerce project. Today, thanks to this site, our customers have 24/7 access to our workshops and their rates, with the option of scheduling their appointments independently.
The collaboration with WIDE has been fruitful, thanks to excellent communication and the complementarity between Audi's business approach and the technical and data support provided by the agency. We are therefore delighted to share these victories with them ," concludes Angélique Lefèvre, Head of Digital After-Sales Programs at Audi.
