How fragmented customer communication channels were unified into a single customer experience view.
How an unmeasurable lead journey became fully measurable and 40% faster to manage.
How Borusan Next achieved an average social media response time of approximately one second with a 100% response rate.
How the voice of the customer led to the creation of a new sales channel for participation finance.
How insights were transformed into cross-functional action through CX Stories, creating a sustainable customer-centric culture.
Borusan Next, the multi-brand, omnichannel used car platform of Borusan Automotive Group, positioned customer experience as a strategic business priority.
In this case study, you’ll discover how Artiwise CXM helped Borusan Next build a unified customer experience management framework—listening to the voice of the customer across every touchpoint and turning insights directly into action.
Go beyond dashboards and reports to see a practical, real-world example of how AI-powered Customer Experience Management can improve customer satisfaction, operational speed, and business growth.
Go beyond dashboards and reports to see a practical, real-world example of how AI-powered Customer Experience Management can improve customer satisfaction, operational speed, and business growth.
Why managing customer experience holistically and measurably became a business priority.
A single view across all customer channels, powered by sentiment analysis, root cause analysis, and an insight-to-action workflow.
How customer feedback was analyzed to identify priorities and transformed into action through CX Stories.
+22% Customer Satisfaction, +19-point NPS improvement, +4-point CSAT increase, 40% faster customer engagement, 100% social media response rate, Approximately 10.1% growth through a new sales channel
From lead journey optimization and social media automation to the launch of a new sales channel—and the roadmap for future customer experience transformation.