Pluspoint Case: Bogdan Auto – Enhancing Customer Loyalty and Service Efficiency

August 23, 2022

Bogdan Auto, a prominent car dealership group in Eastern Europe, operates over 10 locations and is an authorized dealer for brands like Hyundai, Subaru, Haval, and Great Wall. In a competitive automotive industry, where profits from car sales are minimal, the key to success lies in after-sales services. Bogdan Auto faced several challenges that hindered customer loyalty and operational efficiency.


  • Declining Sales and Margins: Due to increased competition, the COVID-19 pandemic, and chip shortages affecting production, Bogdan Auto experienced significant drops in car sales and profit margins.
  • Inadequate Mystery Shopping: Traditional mystery shopping approaches yielded subjective results with many blind spots.
  • Inefficient Complaint Resolution: Resolving customer complaints over the phone took over two weeks on average.
  • Low Customer Satisfaction: Post-warranty, many customers opted for unlicensed workshops, reflecting dwindling satisfaction levels.
  • Costly Public Review Management: Negative reviews required senior personnel intervention, leading to an expensive and ineffective process.


  • Enhance customer satisfaction and loyalty.
  • Streamline the process for managing feedback and complaints.
  • Garner positive reviews to highlight the advantages of licensed dealerships.
  • Reduce costs associated with after-sales calls and mystery shopping.


  • SMS Satisfaction Surveys: Sent to customers post-purchase or service visit, using Pluspoint's SMS tools.
  • Feedback via QR Codes: Positioned in showrooms and waiting areas, allowing customers to easily leave feedback.
  • Weekly NPS Tracking: Monitoring Net Promoter Scores to assess performance at each dealership.
  • Complaints Tracking System: Utilizing Pluspoint for efficient tracking and resolution of customer issues.
  • Automated Review Responses: Implementing logic-based auto-replies to Google reviews, reducing manual input from dealership staff.


  • Increased Google Reviews: Achieved a staggering 385% rise in review volume.
  • Improved  Rating: Average rating on Google enhanced by 0.78 points.
  • Growth in Clientele: 20% increase in clients originating from Google.
  • Expedited Feedback Collection: Reduced feedback collection time from 2 weeks to under 2 days.
  • Exceptional ROI: The implementation of Pluspoint solutions yielded a 2,500% return on investment.
"After six months of implementing Pluspoint, we've experienced a remarkable transformation in our car dealership business. The integration of SMS and QR code-based surveys, coupled with vigilant monitoring of online reviews, ensures we're always in tune with customer feedback. Real-time notifications have been a game-changer, allowing us to promptly address and resolve any customer concerns."
- Andriy Nesterenko, CEO, Bogdan Auto

If you are in the car dealership industry and want similar results, do not hesitate to book our free consultation on your marketing and growth.