Norauto is a European-wide chain of stores providing car repairs, car accessories and car parts. It operates in France, Italy, Poland, Portugal, and Spain, and is now starting expansion into Argentina.
Norauto wanted to offer their customers the smoothest possible customer experience. Phone accessibility at the store level is an important part of their business, and they identified that for several use cases an alternate channel could be efficient, and that answers could be provided before calls had go to a live person. For example, offer choices such as sending a SMS instead of making a call or using self-service to find store hours of operation or the exact address. Dial-Once’s services allows store information to be provided faster and more easily to the large volume of smartphone users.