Established in 1898, Renault is a multinational, multi brand group with a presence in more than 120 countries. As of Dec 2016, the group’s revenue amounted to €51.2 billion, with an operating margin at 6.4%.
Renault wanted to provide a convenient service channel to its customers through which customer care agents could send status updates of the vehicle issues reported by the customers. It was difficult to get a response from the customers if they were called from unknown numbers.
This led to missed appointments.