Project Overview

We developed the Mitsubishi App M-Drive, a digital platform designed to connect Mitsubishi vehicle owners with after-sales services and essential information. Our goal was to enhance the customer experience and build brand loyalty in the digital age.

Approach

In an era where customers expect seamless convenience, traditional service channels were no longer enough. The challenge was to create an accessible digital platform that empowered current customers to manage their vehicles efficiently while also attracting new customers to the brand.

Our Strategy & Solution

We used a Customer-Centric Design & Digital Transformation approach to modernize the vehicle ownership experience and make it smoother for everyone.

• Integrated Customer Ecosystem: We built a complete digital ecosystem within a single app, bringing together everything a car owner needs—from online service booking and checking vehicle history to accessing coupons and special promotions. This eliminated the need for customers to contact multiple channels.

• Convenience & Accessibility: We designed the app with a focus on intuitive user experience and accessibility from anywhere, at any time. This ensured customers could manage their vehicle-related tasks quickly and conveniently.

• Data-Driven Engagement: We integrated a data collection system to better understand customer behavior. This allowed the company to deliver personalized promotions and information that resonated with each individual customer.

Expectation

We expected the M-Drive app to become a vital tool that would increase customer satisfaction and contribute to the business's long-term growth.

• Increased Customer Satisfaction: We aimed to create a user-friendly app that would reduce hassle and improve the overall customer experience with the brand.

• Built Brand Loyalty: We expected that by continuously providing exclusive benefits and relevant information, we could encourage customers to become repeat users and advocates for the brand.

• Improved Operational Efficiency: The online booking system and organized customer data were designed to help service centers operate more efficiently.

Results

• Booking Volume: Online service bookings rose by 65% after app launch.

• Active Users: Monthly active users increased by 40%, reflecting improved engagement.

• Customer Retention: App retention rate improved by 25%.

• App Rating: Maintained 4.7★ average on app stores.

• Outcome: M-Drive became a key touchpoint in Mitsubishi’s digital ecosystem, enhancing user experience and customer loyalty.