Brand
WhatsApp Business Solution Provider
Hong Kong-based automotive service group DCH Motors partnered with Omnichat to implement WhatsApp Business Platform for marketing, coupon redemptions, sales and customer service, resulting in message open rates of up to 80% and coupon redemption rates of up to 98%.
80%
Open rate for January 2024 campaign of messages on WhatsApp*
98%
Coupon redemption rate for June 2024 campaign featuring a game in WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Representing best-known auto brands
DCH Motors is one of the largest automotive service groups in Hong Kong. DCH’s services include sales, rentals, leasing, maintenance, repairs and accessories for some of the world’s best-known automotive brands.
Their Goal
Centralized marketing and customer service
The company’s leadership observed that customers often browsed car sales after normal business hours, at times when sales personnel were unavailable to respond to questions immediately. When new customers were acquired through promotional activities and transferred to the sales team, their information was often lost in the process, making it difficult for the sales team to help them find the right vehicle or service, and for the marketing team to effectively monitor the results of its efforts. DCH Motors was seeking a centralized, customer-focused solution to these challenges.
“The effectiveness of sending messages in WhatsApp is impressive, as we saw open rates of up to 80% and click-through rates of up to 10%. We were really impressed with WhatsApp Business Platform’s interactive capabilities, which allowed us to capture customer preferences and provide tailored recommendations that helped streamline our sales efforts. ”
Geoffrey Ng & YP Chiu
Head of Marketing and Head of IT, DCH Motors
Their Solution
WhatsApp as a central hub
DCH Motors partnered with conversational platform Omnichat, a Meta Business Partner, to implement the WhatsApp API. DCH now manages its customer service, marketing and promotional activities using WhatsApp Business Platform as the central hub, which allows the team to make personalized recommendations that enhance customer engagement and drive business growth.
With centralized marketing from WhatsApp Business Platform, DCH Motors is able to:
- Integrate the company’s CRM (customer relationship management) system for better monitoring of conversion effectiveness.
- Handle a large volume of customer inquiries with automated customer service responses.
- Use information collected through automated questions to make personalized customer recommendations.
- Target potential and existing customers with messages on WhatsApp.
- Unlock more sales opportunities by transferring customer conversations among departments.
- Enable online booking of test drives via WhatsApp.
- Increase customer engagement with games in WhatsApp, to drive coupon redemptions for exclusive offers.
- Deepen customer trust with a WhatsApp account officially verified by Meta.
Their Success
Strong campaign engagement
DCH Motors first implemented WhatsApp Business Platform in March 2023, and has reported faster customer service response times and improved marketing and promotions outcomes since that time, including:
- 80% open rate, 10% click-through rate and 20% customer response rate for its January 2024 WhatsApp messaging campaign*
- 99% open rate and 98% coupon redemption rate for its June 2024 promotional campaign featuring a game in WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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