Customer Story

Challenges

The manufacturer wanted to recognize customers across their entire journey—from initial test drives to booking confirmations and successful referrals. However, manual reward processes created delays, inconsistencies, and missed opportunities to reinforce positive behaviors at critical moments. The organization needed real-time automation that maintained strict brand compliance whilst delivering instant gratification.

• Delayed reward fulfilment: Manual voucher distribution took 7-14 days, diminishing emotional impact and reducing program effectiveness

• Inconsistent customer experience: Different dealerships applied reward rules inconsistently, creating confusion and eroding trust

• No real-time validation: Lack of integration between CRM and rewards platform meant customers questioned whether their actions qualified for incentives

• Limited reward variety: Customers received generic gift cards that felt impersonal and didn't reflect their preferences

• Compliance risks: Manual processes lacked proper approval workflows, creating potential policy violations and budget overruns

• Poor visibility: Marketing teams had no real-time insight into reward performance, redemption rates, or ROI metrics

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Personas Involved

• Vice President of Customer Experience: Defines customer journey strategy and experience standards

• Marketing Operations Manager: Manages CRM workflows, campaign automation, and marketing technology stack

• Finance & Compliance Officer: Ensures reward programs comply with brand policies and budget controls

• Dealership Experience Managers: Oversee customer interactions and satisfaction metrics at dealership level

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The Solution

The manufacturer implemented Xoxoday Loyalife's HubSpot-integrated reward automation platform, enabling instant, policy-compliant rewards at every meaningful customer touchpoint. The system automatically validated triggers, applied brand-approved reward rules, and delivered personalized digital incentives within minutes—transforming customer recognition from administrative burden to competitive advantage.

• HubSpot CRM integration: Bidirectional sync ensured every test drive, booking, and referral automatically triggered appropriate rewards based on pre-configured rules

• Automated compliance workflows: Built-in approval hierarchies and spending caps prevented policy violations whilst maintaining reward delivery speed

• Personalized reward selection: Customers chose from 21,000+ options including digital gift cards, experiences, merchandise, and charitable donations across 30+ categories

• Multi-tier reward structure: Test drives earned €25 rewards, booking confirmations earned €200, successful referrals earned €350—all automatically calculated and delivered

• Omni-channel notifications: SMS, email, and mobile app push notifications informed customers immediately when rewards were earned and available for redemption

• Real-time analytics dashboard: Marketing teams tracked reward performance, redemption rates, most popular reward categories, and program ROI in real-time

• Mobile-first redemption: 87% of customers redeemed rewards via mobile app, creating seamless, instant gratification experiences

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Impact & ROI

• Double-digit growth in customer engagement across all touchpoints

• Double-digit increase in conversion rates from test drive to purchase

• 73% reduction in reward fulfillment time (from 7-14 days to under 2 hours)

• 94% customer satisfaction rating for reward program experience

• 58% of customers redeemed rewards within 48 hours of earning them

• 41% increase in referral-generated leads compared to previous quarter

• €1.2M in rewards distributed automatically across six months

• Zero compliance violations since platform implementation

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Conclusion

Through Xoxoday Loyalife's HubSpot integration and automated reward engine, the EV manufacturer eliminated manual processes whilst delivering instant, personalized recognition at every customer touchpoint. The program's double-digit improvements in engagement and conversion validated the power of real-time rewards in influencing customer behavior.

Within six months, the system became the foundation of the company's customer experience strategy—processing over €1.2M in automated rewards whilst maintaining perfect compliance and creating measurable lift across the entire customer journey.

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