Challenge

The client, a leader in the luxury auto market, created a signature dining experience four years ago. Customers who buy or lease a new car from the company’s top-tier line receive $200 to spend at the upscale dining venue of their choice.

As part of the experience, the company took a hands-on approach to facilitating the dining reservations. Yet as the number of eligible customers steadily increased, the program became too unwieldy for the company to handle.

For Augeo, the opportunity to step in and manage the program gave the event and gift strategy firm a chance to follow the same advice they give clients: think outside the box.

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Solution

One of the first priorities included streamlining the dining program to make it more efficient. Augeo suggested creating a dedicated phone line that customers could use to make reservations, ask questions or report a problem. The culinary concierge is accessible Monday-Friday 8am-8pm, with a dedicated emergency line available after 8pm on weekends. That sort of dedicated service has helped to further boost the program’s goal: giving customers an experience to remember.

Helped by the dedicated hotline, Augeo ensures that customers are cared for every step of the way. Not only does the culinary concierge make reservations, but also handles the payments, guaranteeing the customer and client a hassle-free experience.

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Results

Augeo’s culinary concierge receives 1,386 phone calls each year, as well as 154 emails. The team also reports a 201% increase in the program redemption rate year-over-year, a compelling stat that speaks to the effectiveness of the dining program (which, in turn, helps drive sales and leases of luxury vehicles). As a result of Augeo’s extensive gifting and incentive experience, the firm understands the importance of a lasting impression—and that details matter.

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