Case Study | Unified CX Platform × Global Automotive Brand

One Customer View. Every Channel Connected.

How a global automotive brand brought together print, digital, social, and a nationwide dealer network into a single customer data platform - strengthening loyalty and competitiveness in Indonesia's automotive market.

THE SOLUTION

One CDP. One CEP. Every Touchpoint Working Together.

transcosmos built an integrated Customer Data Platform (CDP) and Customer Engagement Platform (CEP) that unified customer data across every channel, then powered two connected components: a mobile app for personalized engagement, and an AI-enabled contact center for support and proactive outreach - both feeding insights back to a single reporting line across marketing, sales, and CX.

What We Did:

  • Delivered a mobile app for personalized campaign delivery, referral sign-ups, and dealer guidance
  • Built a CDP/CEP connecting print, mobile app, social media (Facebook, TikTok, Instagram), WhatsApp, and the dealer network into one customer view
  • Operated an AI-enabled contact center - combining voice bot and human agents - for customer support, data-driven analysis, and proactive follow-up with prospective customers
  • Connected marketing & sales and CX/customer support teams to the same customer data through a single reporting structure

Result

  • 500K+

    Active users on the client's mobile app

  • 90%+

    Of service bookings completed through the app

  • Stronger market position

    Sustained a leading share of Indonesia's automotive market

KEY SUCCESS FACTOR

Connecting the Data Behind the Channels
 - Not Just Adding More of Them.

The impact didn't come from launching more touchpoints. It came from connecting the data behind the ones that already existed. By unifying customer data across a nationwide dealer network and every major digital channel, transcosmos turned scattered interactions into a single, actionable customer view - one that supports both day-to-day service quality and the brand's long-term competitiveness.

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