How Lotte Rental Achieved 21% Conversion Lift in 3 Months with Customer 360
21% conversion increases | 10 distinct customer personas identified
Lotte Rental, a leading vehicle rental company in South Korea, had a sales effectiveness problem. Contact centre salespeople had almost no information when customers called, just a phone number and a name. No rental history, no preferences, no context about what the customer might need.
Meanwhile, IoT data from rental vehicles sat unused. Every rental generated driving behaviour data refuelling patterns, locations, driving styles that could have informed customer understanding. But this data was siloed and invisible to sales teams.
ADA implemented Treasure Data CDP to build Customer 360 profiles with preferences, usage patterns, and purchase considerations. These profiles integrated directly with the contact centre, giving salespeople real-time customer context during every conversation.
Custom analytics on driving behaviour revealed 10 personas that had been invisible before. The personas enabled dynamic pricing based on driving risk. Within 3 months, conversion rate increased 21%.
