About the Customer
Doğan Trend Automotive Group, a subsidiary of Doğan Holding, operates in the automotive and mobility sectors. It serves customers nationwide through its “Otomobilite” retail service points and a network of expert authorized dealers. The group hosts prestigious brands in automobiles, motorcycles, marine vehicles, and electric mobility.
In addition to new vehicle sales, Doğan Trend manages its used car business with a unique, segment-focused approach via suvmarket.com. The brands it represents include MG and Suzuki automobiles; Vespa, Aprilia, Piaggio, Moto Guzzi, and Suzuki motorcycles; Wallbox chargers; BIMAS and Silence electric mobility products; and Suzuki Marine outboard motors.
Growing Need for Automation in the Automotive Industry
Customer expectations in today’s automotive market are evolving rapidly. They want to connect with brands anytime, access accurate information instantly, and complete transactions easily.
High call volumes, managing multiple communication channels, tracking campaigns, and handling after-sales requests push companies toward automation. Recognizing this need, Doğan Trend partnered with Exairon to digitalize customer experience and improve operational efficiency.
Next-Generation Solution: Fast and Smart Communication via WhatsApp
Doğan Trend launched the Otopilot next-generation communication line, providing fast, smart, and personalized interactions via WhatsApp.
Key benefits include:
- Automating repetitive tasks so representatives focus on strategic activities.
- Sending campaign notifications instantly, keeping customers informed about the latest offers.
- Fully digitalizing request management processes, including service bookings, test drives, and complaints.
- Reducing response times from minutes to seconds.
Phase One: Starting with Vespa and Kymco
The WhatsApp service channel first launched for Vespa and Kymco. Customers can now:
- Access brand and model details, campaign information, and promotions instantly.
- Book test drives and schedule service appointments easily.
- Submit complaints, requests, and inquiries quickly.
All processes run on an AI-powered, GDPR-compliant, multi-channel platform.
Advantages of Automation
This system reduces operational costs and enhances service quality. Customers gain 24/7 access to a communication channel. Sales, service, campaign, and request management occur on a single platform, creating a win–win experience for both the company and its customers.
The Road Ahead
In upcoming phases, Doğan Trend plans to integrate all its brands into this digital communication system. This integration will allow end-to-end management of customer experience—from sales and service to campaigns and requests—on a single platform.
Designing the Future of Customer Experience with Exairon
At Exairon, we leverage our automation technologies to help industry leaders like Doğan Trend make their operations more efficient and their customer experiences smarter.
This partnership is a strong testament to the fact that in the automotive sector, digitalization is no longer just a trend—it’s a necessity.
