Fiat Chrysler Automobiles Uses Emojot to Gain Dealer Insight as They Prepare for the “New Normal” in Selling Vehicles

The Covid-19 crisis has upended life as we knew it. Preparing for a “new normal”, one of USA’s largest automobile manufacturers, Fiat Chrysler Automobiles (FCA), has started to re-imagine the vehicle selling process.

FCA is headquartered in Detroit, Michigan, and has more than 2600 dealerships across the United States. FCA has a culture of engaging with their dealership stakeholders in order to understand their on-the-ground realities when making strategic decisions. As the Covid-19 crisis forced businesses across the United States to shutter up, FCA has started to explore how they could adapt their vehicle selling processes in the “new normal” to cater to Americans emerging from their shelter-at-home period. Amongst the strategies they are considering are how they could systemize remote new vehicle delivery options for sales and test drives.

FCA has been using the Emojot platform to regularly and effectively engage with their dealership network stakeholders who are at the frontline of selling and delivering vehicles, parts, and services, for the Alfa Romeo, Chrysler, Dodge, Jeep, Fiat, Ram, and Maserati brands. When FCA needed to get quick feedback on remote vehicle delivery and test drive scheduling software options for their post-Covid19 planning, they turned to Emojot to rapidly deploy a 2-minute visual survey. Emojot deployed the campaign for FCA in less than 6 hours. The geo-map below shows the coverage density of the survey respondents from FCA dealerships who responded while “working from home”.

Emojot’s Emotion Sensors™ have consistently received high response rates amongst FCA dealership stakeholders, and this campaign which was launched in the midst of the Covid-19 crisis followed the same trend, both in terms of quantitative question responses as well as qualitative comments.

Since Emojot’s Emotion Sensors™ have intelligence on the front end, we are able to provide FCA with the added insight on role segmentation, and dealership data segmentations, without requesting these details on the survey. This enables FCA to reduce the time spent by their dealership respondents (average of 2-minutes) and to instead focus on the information they seek, such as,

  • The value of remote delivery scheduling software to support of post-Covid-19 sales processes.
  • The need to continue offering remote pick-up and delivery for Sales, Service & Parts as a normal course of business going forward.
  • Awareness of current software solutions in the market.

The efficacy of this campaign provided FCA with the insight they needed for their post-Covid-19 strategic planning.

Emojot is a global pioneer in real-time, emotion-based, intelligent experience management. Emojot empowers companies with critical insights, and recommendations that accelerate revenue, reduce churn, and enhance brand promise. With its innovative, software-based ‘Emotion Sensors™’ and AI-driven analytics, Emojot’s enterprise-grade SaaS platform provides the agility needed for fast and flexible omnichannel touchpoint survey deployments and built-in touchpoint maps and respondent journeys. With Emotion Sensors™, companies can now deliver quick, and easy experiences to their customers that result in break-through survey response rates. Emojot’s powerful analytics and AI-driven instant recommendations give businesses powerful capabilities to respond and act in real time to delight their customers and employees.