Since 2018, Volkswagen France has been working with the teams at Partoo, the European leader in e-reputation support, on the importance of local e-reputation for its dealer network and on support in managing its reviews, particularly on Google My Business.
In 2019, Volkswagen is taking a new step, seeking to better understand and analyze the content of reviews for the purpose of improving the customer experience. The brand thus subscribes to the Google Reviews Benchmark, a competitive positioning and analysis tool developed by Presence, a Volkswagen partner for more than 10 years.
Partoo and Presence will provide Volkswagen network dealers with an intuitive and easy-to-use platform that will facilitate the management of local visibility, response to reviews and e-reputation analysis.
The Presence & Partoo platforms will enable the group’s teams to monitor key performance indicators, including:
- The average score rose from 3.9 to 4.4 in the space of a year
- The proportion of positive reviews has increased on all the themes mentioned and in particular the reception and handling of customers, the professionalism of the teams, the delivery of vehicles, the quality of the after-sales service…
- Response rate increased from less than 40% to 84% over the last 6 months
- The response time went from 72 hours to only 6 hours over the last 6 months
This performance was made possible by providing support to the network and creating hundreds of local access points for dealers, who can compare themselves within the Volkswagen network and with all competitors in the region, thanks to the Presence panel, which is made up of the networks of 30 car brands. One of the key elements of the system is the change management of local teams and their day-to-day involvement.
To engage dealers, Partoo’s teams are working with Volkswagen’s digital agency DDB, as well as with Google and Waze. Thanks to this collaboration, two webinars were organized for the network in March 2021. The Presence & Partoo solutions are now connected to offer the Volkswagen network a unique solution on the market to boost e-reputation and improve the customer experience.
The complementary nature of the expertise has enabled Volkswagen to benefit from :
- Partoo’s experience in the deployment of local projects allowing dealers to more easily respond to reviews and to benefit from daily support
- Presence’s experience in semantic analysis of reviews, comparison with other car manufacturers and the implementation of customized dashboards
Partoo and Presence are two fast-growing French players, supporting the largest distribution networks in over 100 countries.