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Inbound Aftersales Case Study

The Challenge

The client had an abandoned rate of 25% on inbound aftersales calls and required specialist automotive contact centre solutions to support, reduce the loss of revenue and improve customer satisfaction and retention.

The Solution

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A dedicated team was setup and trained at MMUK to work directly in the DMS and associated OEM systems

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A structured, consistent process for call handling which resulted in increased booking rates, conversions and ROI

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Effectively routing calls for other areas of aftersales e.g. parts enquiries etc. ensuring no calls were missed.

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Weekly, monthly and quarterly reports to track penetration rates and to identify any reasons for customers not booking, dissatisfaction and customer sentiment

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Customer data checked and cleansed on every call, (Preffered Service Partner and GDPR) providing the Retailer with every opportunity for future marketing campaigns

The Result

14,335

Inbound Calls Answered

20%

Conversion to Booked

2%

Abandoned Rate

2,836

Service Bookings

24.46

ROI

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