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30 setembro 2025

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Setor Automóvel, Mobilidade & Viagens | Customer Experience

Customer care reinvented at Nissan through digital transformation

Konecta has provided multilingual customer care services to Nissan Europe since 2014; now we are evolving our partnership, using digital transformation to reinvent the Customer Experience Center, by covering 11 languages and 12 countries.

About the Client in short

Nissan is one of the world’s automotive giants, manufacturing and selling a wide range of well-known brands, ranging from city cars to electric SUVs. Empowered by its motto “Defy ordinary”, Nissan aims to redefine industry standards with cutting-edge innovations and solutions that shape the future of mobility while putting the customer experience at the center.

For over a decade, Nissan Europe has outsourced customer services to Konecta, which provides multilingual care to customers in Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Norway, Spain, UK and Ukraine. The main scope of the activities involves handling information requests, connected services, and complaints.

Key figures

11

languages covered in 12 European countries 

100%

delivery of targets, in latest full year results, for calls answered 

+20%

CSAT improvement in complaints in 1 year

When Nissan Europe’s previous contract with Konecta for multilingual customer services was approaching its end-date, the automotive giant took the opportunity to reassess its needs. Nissan aimed to transform the Contact Excellence Center (CEC) by bringing more value added to the customer and being more proactive with an omnichannel approach. 

To achieve this Nissan strategy is based on 3 pillars:

  • Digital transformation using Sales Force as main CEC operating system putting AI at the core of the evolution
  • Processes improvements with more delegation to the Nissan network for faster resolution for the customers
  • European Partnership with Konecta covering information requests, connected services, and complaint-handling, in 11 languages across 12 European countries, serving consumers, businesses and dealers.

To support the European scope of the contract, Konecta operates from three sites: Rouen (France) for the French-speaking market; Genevilliers (France) for the rest of Europe; and Barcelona (Spain) for the Spanish and UK markets.

Nissan with their partnership with Sales Force implemented advanced solutions such as AI-powered agents to improve customer interactions through self-resolution of issues, faster response times, and personalized services. With this major shift Konecta adapted their own internal processes and trained their agents accordingly for better services to the customers.

Konecta provides advisory & consulting services, driven by a dedicated Konecta transformation team, to reimagine and transform key aspects of Nissan’s customer services approach, such as First Call Resolution (FCR), operational excellence, and implementation of Customer Operations Performance Centre (COPC) standard.

With versatility driving flexibility and higher performance, Konecta transforms one step further the CEC by providing specialized agents focused on both inbound and outbound campaigns to propose customers new connected products and improve their experience.

The renewal of the partnership came with a strong transformation for both Nissan and Konecta with the mission to deliver a better and simpler services to Nissan customers:

  • 11 languages covered in 12 European countries.
  • 100% target achievement in the latest full-year results for calls answered
  • 5% above full-year targets for call response speed.
  • +20% CSAT improvement in complaints in 1 year.
  • 2nd year: Qualiweb award for Nissan France, for the second year in a row, for the best digital customer service 2025 in the automotive industry.


« This three-year contract renewal reflects the strong trust between Nissan and Konecta. Together, we share ambitious goals, to make Nissan Customer experience personalized, simple and engaging. »

Coralie Musy, AMIEO (Africa, Middle-East, India, Europe, Oceania) VP Brand & Customer Experience

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