How Norauto unified customer experience operations with redk and Zendesk

Norauto partnered with redk and Zendesk to transform customer service into a connected, insight-led operation spanning headquarters and auto centres across Europe.

Objectives

As a European leader in auto centres, Norauto places customer experience at the heart of its strategy. With a large multi-site network and customers engaging across digital and physical touchpoints, the business set out to modernise service operations and create a more unified customer journey.

Create a single customer service environment

Consolidate web forms, chat, phone, and social media into one platform to simplify service delivery.

Connect headquarters and auto centres

Enable central teams and local sites to work through a shared operating model with better coordination.

Increase service speed and quality

Improve responsiveness, streamline ticket handling, and deliver more personalised support.

Empower frontline employees

Equip operational teams with mobile tools to communicate directly with customers in real time.

Turn customer feedback into business insight

Use customer data to identify pain points, guide decisions, and improve journeys continuously.

Build an AI-ready service model

Use automation to absorb repetitive demand and allow teams to focus on higher-value interactions.

Challenges & Solutions

Norauto needed to deliver a consistent customer experience across a complex European network of auto centres while managing growing service expectations and multiple communication channels. Together with redk and Zendesk, the business implemented a more agile and connected service model.

Challenge

Solution

Desafio

Customer enquiries were arriving through multiple disconnected channels, creating complexity and slower response times.
Requests needed to be managed by different teams across headquarters and local auto centres.
Frontline teams required better tools to support customers during live service journeys.
Leadership needed stronger visibility into performance and demand trends.
Customer feedback was not being fully leveraged across the organisation.
Service demand required a more scalable operating model.

Solución

Zendesk was implemented as a unified service platform centralising web forms, chat, phone, and social media interactions.
Intelligent routing workflows ensured tickets reached the right team or site with the right level of expertise.
Zendesk Mobile was deployed on work smartphones, enabling teams to send updates, reminders, photos, and service notifications in real time.
Shared analytics dashboards were introduced to monitor incoming volumes, resolution rates, and average handling times.
Data from customer interactions was aggregated and shared between departments to support continuous improvement and strategic decision-making.
Service demand required a more scalable operating model., Automation and AI capabilities, including chatbot deployment, were introduced to handle routine requests efficiently.

Key Results

Through its collaboration with redk and Zendesk, Norauto has created a more connected customer service operation that links headquarters, auto centres, and digital channels. The result is a faster, more intelligent, and more scalable experience model built around customer needs.

1. Faster customer response times

Response times were reduced significantly, enabling quicker support and a more responsive customer experience.

2. Higher first-contact resolution

A substantially greater share of requests are now resolved in a single interaction, reducing effort for both customers and teams.

3. Stronger customer satisfaction and loyalty

Customer satisfaction scores exceeded market benchmarks, while Net Promoter Score improved year on year.

4. Higher employee engagement

Internal e-NPS increased significantly, reflecting strong adoption of new tools and confidence in the transformed service model.

5. Unified operational visibility

Headquarters teams now benefit from shared performance dashboards that support faster, better-informed decisions.

6. Voice of customer intelligence

Customer interactions now generate insights that help Norauto identify recurring issues, improve journeys, and refine strategy.

7. AI-powered efficiency at scale

Norauto’s chatbot now automates a large share of routine customer requests, freeing employees to focus on more valuable interactions.

About

Norauto

Norauto is a European leader in auto centres, combining vehicle maintenance and repair services with in-store retail for automotive products and accessories. Founded in 1970 in northern France, the company now operates nearly 600 auto centres across Europe, including 413 in France, with more than 11,200 employees across seven countries. Norauto serves all types of drivers and is committed to making automotive care simpler, more accessible, and more customer-centric. More information at Norauto’s official website.

Industry

Automotive

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