Make (it) in customer care: How three companies automated their way to lasting customer connections

Customer care is vital for any modern business. Your company stands and falls on your clients’ satisfaction. Zendesk Benchmark data show that 73% of customers will switch to competitors after several bad experiences, and according to Coveo’s research, 56% of clients won’t even give you a heads up before doing so.

Meanwhile, Forrester reports that companies with exceptional customer care see 41% faster revenue growth compared to those that aren’t so client-focused. 

Automation can help. No-code tools like Make let you focus less on manual work and more on building strong relationships. Read the stories of three businesses that used Make to streamline mundane tasks and deliver exceptional customer care.

Stellantis &You UK: Taking “communication” from the top complaint to a reason for 9–10 NPS scores

Stellantis&You UK, a retail division of , is one of the largest UK manufacturer-owned car dealership groups, operating in 30+ locations in the United Kingdom.

The problem

• Customers could only contact the Aftersales Department via phone or in person, leading to long wait times, overwhelmed staff, and frustration.

• Poor communication was the top customer complaint and caused a noticeable drop in Net Promoter Score (NPS).

• Internal resistance to automation slowed the team’s ability to improve customer communication efficiently.

The solution 

• Stellantis &You UK implemented an AI-powered messaging solution using Make, Knack, ClickSend, and OpenAI.

• The automation classifies message intent and sentiment to determine whether a message needs a follow-up or if it can be auto-closed.

• Make flags messages with subtle dissatisfaction signs for human attention, enabling proactive customer support.

The results

• “Communication” became a top reason for 9–10 NPS scores

• 47,000+ messages analyzed and 18,000+ automatically handled over 12 months with no follow-up required

“Most automations can catch clearly negative messages like 'your service is terrible.' But Make’s AI goes further. It doesn’t just look for negative words. It reads between the lines. Even if a message doesn’t sound bad on the surface, like 'thanks, took you long enough,' the AI can still pick up on the tone and context and flag it to our team.”

Conor Power, Digital Process Improvement Manager at Stellantis &You UK

SERHANT.: Improving response time & client onboarding

SERHANT. is a premier real estate brokerage based in the U.S., specializing in the sale of high-end properties across the globe. The company connects world-class real estate expertise with top-quality digital content to provide a premium client experience.

The problem 

• SERHANT.’s growing volume of website inquiries (e.g., buyer questions, queries about agent applications) made it hard to respond quickly and personally.

• Generic auto-replies didn’t match SERHANT.’s high standards for client communication.

• Manual onboarding for new users of S.MPLE, SERHANT.’s custom-built app for real estate agents, led to delays and inconsistent user experiences.

• Inefficient student onboarding for SERHANT.’s sales course created a poor first impression for paying customers.

The solution 

• SERHANT. used Make and Mailgun to personalize responses to each website submission and route them to the right team member for follow-up.

• Automated S.MPLE app onboarding using Make and Calendly, delivering setup resources and booking calls immediately after sign-up.

• Integrated Make with Stripe and Circle to instantly grant course access and send welcome emails, ensuring students feel supported from day one.

The results

• Delivered faster, more personalized responses to buyer and agent inquiries

• Seamless onboarding for hundreds of S.MPLE users, enhancing the agent experience

• Automated student onboarding, improving satisfaction while saving hours of manual work

• Cut automation expenses by up to 10x by switching from Zapier to Make

“Make transformed how SERHANT. handles online inquiries - every interaction is now branded and routed seamlessly, leaving no client or real-estate agent behind.”

Mike Williams, Founder of BuildLab (Make solution partner for SERHANT.)

Adam: Lowering errors in customer communication by 80%

Adam, a Czech startup operating in 13 countries, connects customers with freelance painters, electricians, and renovation professionals. Since its establishment in 2020, the company has facilitated over 20,000 renovation projects.

The problem 

• The Adam team was handling customer inquiries and proposal responses manually, causing delays and inconsistent communication.

• Lack of connectivity between their custom Google Sheets CRM and other tools created data silos, requiring time-consuming updates.

• Scaling to international markets was difficult due to language differences and the need for constant workflow adjustments.

The solution

• Adam built automated workflows with Make to instantly respond to customer inquiries and send personalized proposals in the correct language.

• Connected Google Sheets, Gmail, and Data Storage to ensure timely, error-free communication with customers.

• Automated order follow-ups via Wix and Google Sheets, ensuring customers receive updates and missing details are collected seamlessly.

The results

• 50% reduction in manual workload, freeing time for customer engagement

• 80% fewer errors in customer communication and order processing

• Faster, more consistent customer responses, improving overall satisfaction

"With Make, we can send accurate, personalized proposals automatically. It’s fast, scalable, and eliminates most of the human errors from our customer communication process."

Václav Khun, Project Manager and Automation Lead at Adam

Conclusion

From global automakers to healthcare innovators, luxury real estate leaders, and fast-scaling startups, these companies all shared a common goal: deliver faster, more personalized support as customer expectations grew. With Make, they transformed slow, manual communication into seamless, automated workflows, opening the door for proactive care, quick responses, and scalable onboarding experiences.

Whether it’s detecting dissatisfaction before it escalates or sending multilingual instructions within seconds, Make lets teams meet customers where they are with clarity, speed, and consistency.

Ready to make customer communication your top NSP booster? Start building smart, scalable support automations with Make today.