Case Study
Largest Automobile Manufacturer in Malaysia
Client Challenges:
A leading automobile manufacturer in Malaysia struggled with managing social media interactions. They needed a dedicated team to handle customer queries, analyse issues, and monitor brand sentiment online. Without an efficient process in place, it was difficult to stay on top of customer concerns and maintain a positive online presence.
SNT’s Tailored Solution:
We created a specialised team for the client that handled customer queries in real-time, conducted in-depth issue analysis, and regularly provided detailed sentiment reports to the leadership team. This allowed them to stay updated on how their brand was being perceived and respond promptly to any concerns.
Key Outcomes
The client gained a clear, actionable view of their brand’s online reputation.
By combining customer service and issue analysis functions, SNT reduced the client’s operational costs by 18%.
The brand saw a 25% increase in positive customer interactions within six months, boosting overall customer satisfaction.
