Featured Client
The Challenge
A Mitsubishi dealer faced a critical challenge in service retention. Thousands of customers were no longer engaging with the dealership’s service department, leaving a gap in both revenue and long-term loyalty. In June, internal analysis showed more than 3,200 vehicles with service opportunities. Of these, over 1,700 had defected and another 1,200 had never serviced with the dealership. Without intervention, the dealership risked losing a substantial share of service revenue and weakening its customer base.
Solution
To combat this decline, the dealer implemented the Lifecycle portion of the Integrated Marketing Cloud (IMC) in June. The solution automated email outreach to previous and inactive customers, using targeted messaging to deliver service reminders, personalized offers, and relevant updates. By automating the process, the dealership reduced the manual lift on staff while ensuring consistent, timely communication with every customer segment.
The Results
The program generated measurable impact within weeks:
Repair Orders Increased
+475%
Active Customers Drive the Largest Lift
jumping from 10 to
75
Defect Customers Previously Unresponsive
7
repair orders generated in July
Active Customers Drive the Largest Lift
in 1 month, rising from 172 customers to
205
These gains not only recaptured lost revenue but also created a repeatable process for driving ongoing retention and efficiency. By leveraging automated outreach, this Mitsubishi dealer maximized its customer database without increasing labor costs or marketing spend.
Key Insights
This Mitsubishi dealer’s experience demonstrates the business case for automated customer Lifecycle communications through IMC. In a single month, the dealership converted dormant opportunities into new revenue, re-engaged disengaged customers, and established a scalable model for service growth.
Re-Engage Lost Customers and Drive Service Growth
By activating Lifecycle communications through Stream’s Integrated Marketing Cloud, this Mitsubishi dealer saw a 475% increase in repair orders and re-engaged more than 200 customers in just one month. With automated outreach, they turned dormant contacts into consistent revenue.
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