Complaints
Reported reduction across the portfolio.
BMW · ROLLS-ROYCE · KSA · CX
Naghi Group
National CX strategy, journey mapping and a centralised CRM aligned eight automotive brands around consistent service.
Programme led by our founder in an executive role. Results are carried over from the original case study.
Service improvements
Complaints-30%
Response efficiency+40%
−50%0+50%
- Sector
- Automotive · 8 brands (incl. BMW, Rolls-Royce)
- Market
- Saudi Arabia — national
- Scope
- National CX strategy + centralised CRM
Systems Centralised CRM · journey mapping
THE CHALLENGE
The starting point.
Eight automotive brands — including BMW and Rolls-Royce — each ran customer experience their own way. Service was inconsistent from one brand to the next, complaints were rising, and no one had a unified view of the customer across the portfolio.
THE WORK
How the change was delivered.
Owned national CX strategy
Set and led the CX agenda across all eight brands.
Journey mapping
Mapped the journeys brand by brand to find the moments that actually mattered.
Centralised the CRM
Unified the brands on one CRM so service could be personal and consistent at scale.
Standardised service
Aligned SLAs and processes so every brand met the same bar.
THE OUTCOMES
What changed.
Response efficiency
Reported improvement in responsiveness.
One service standard
Shared CRM and consistent, brand-appropriate service.
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