Building a fluid experience with an open platform
In its journey to become China’s leading automotive brand, Tuhu is on a mission to make car maintenance simpler. From service inquiries to online orders to installation and after-sales care, the company adds convenience with its automotive products and services — using online and offline channels like its website, mobile app, dedicated call centre and third-party eCommerce platforms to reach its customers where they are. So, it’s no surprise the company now has more than 66 million customers (20% of Chinese car owners).
For Tuhu, delivering a frictionless customer experience is table stakes — not a destination.
“Our goal is to continuously improve customer experience because the boundaries between brand marketing, sales and services have become increasingly blurred with digitalisation,” said Cui Xu, Technical Production Manager at Tuhu. “So, we’ve come to realise the strategic benefits of managing each customer touchpoint.’’
Since omnichannel has become the new standard, Cui Xu and his team knew they needed an open platform that enabled seamless integration with its existing solutions and allowed for flexibility and customisation. This is when the team turned to Genesys — blending the world of self-service and agent-assisted services to make every interaction personalised.