Four systems each send their own messages
Each tool contacts the customer on its own schedule.
Customers get duplicate and conflicting messages
ProductFleet & Mobility X
Customer Engagement
Connect customer conversations across channels in one consistent experience.
Customer Engagement exists to move one number: Better Customer Experience. Let customers do it themselves, and tell them what is happening. Every AF-X product names the outcome it is there to move before it lists anything it does, and reports against that number once it is live.
Where customer channels stop working together.
Three problems, in the words the buyer uses.
Replies arrive where nobody is looking
Responses land in mailboxes nobody owns.
Customers are left without an answer
Consent and opt-out are managed per tool
Each system keeps its own permission list.
Opt-outs are missed and compliance is at risk
WHAT IT DOES
7 things it does.
One conversation with each customer across every channel, with consent and history held centrally. Contract, order and service updates send themselves.
One thread across SMS, email, chat and voiceSMS, email, chat and calls on a single timeline.
Templates with contract, order and vehicle contextMessages carry the account detail without retyping it.
Two-way replies routed to the ownerAnswers reach the person handling the account.
Consent and preference managementOne permission record applied to every channel.
Automated contract, order and service updatesProgress messages sent as things move.
Campaign and lifecycle journeysScheduled sequences triggered by account events.
Full communication history on the accountAnyone picking up sees what has already been said.
One conversation
Automatic updates
Consent under control
“Built for one account conversation.”
HOW IT FITS WHAT YOU ALREADY RUN
Bolts onto the system you run the business on.
Keep your core systems in charge.
Sends from the contract, order and vehicle data you already hold and routes replies to the account they belong to, keeping one consent record and one history across channels.
Customer Engagement reads from and writes back to:
- The systems you run on
- Messaging and voice channels
- Consent and account history
Connected systemsConnected
PRODUCTCustomer EngagementWorks with what you already run
The systems you run on
Messaging and voice channels
Consent and account history
