General MotorsCase 01
CANS: keeping custom-order customers in the loop
- The work
- Automated emails that follow a custom-ordered GM vehicle from accepted order to the dealership. It never got as granular as “the doors were attached,” but customers knew the vehicle was still on its way.
- My role
- Lead writer at MRM Detroit. I worked on the pitch and the original look and feel.
- The result
- Canceled orders dropped 74.48%, and GM added $1 million to the program’s budget to build a 2.0 version.