Alexandre Douchez, Carter-Cash (Mobivia): “The volume of customer service contacts has more than doubled in a year”

Featured image of the article Alexandre Douchez, Carter-Cash (Mobivia): “The volume of customer service contacts has more than doubled in a year”
In the automotive sector, where purchasing can be anxiety-inducing for shoppers, Carter-Cash (a Mobivia subsidiary) is multiplying initiatives to strengthen customer trust and ease purchasing power challenges. The spare parts retailer is about to launch a new BNPL payment method and increases investments in a human-operated customer centre. Insights from Alexandre Douchez, Commercial and Digital Director.
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Carter-Cash is an omnichannel discounter that competes with pure players such as Mister Auto, Oscaro and Autodoc. In terms of positioning, what sets you apart?

We are a discount retailer, with low prices all year round and a promise of “Driving for Less”. While Midas stores are located in city centres and Norauto are near shopping centres, Carter-Cash is located in suburban areas. Our 2025 revenue, which remains confidential, is growing strongly, allowing us to open new stores (100 to date). Currently, less than 10% of our sales are generated digitally. In 2021, we acquired the assets of Yakarouler (a pure player specialising in automotive parts and accessories, Editor’s note) and the digital business is currently accelerating significantly. Our strategy focuses on developing a physical retail business before a digital one. This is essential to bring customers into stores while offering maintenance services such as tyre purchases and installation in our service stations. In addition, few people know Carter-Cash and our brand suffers from a lack of brand awareness. At the end of 2025, our unaided awareness stood at 1%. To address this gap, we invest in a human- based customer service.

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