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OEM Case Study – Lost Leads

The Challenge

The client required a specialist automotive contact centre team to provide lost leads follow up calls on nationally generated digital enquiries for a specific newly launched model, with an aim to reactivate any lost opportunities.

The Solution

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Structured consistent process for call handling and qualified reactivated lead forwarding to the sales teams at each retailer

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Weekly reports tracking penetration rates and identifying reasons for not purchasing including customer sentiment analysis.

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Identified opportunities in sales lead management process to drive imporvements across the network

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NB: Highlighted the importance of retailer sales teams maximising opportunities to prevent defection rates to other brands

The Result

581

Prospects

53%

Successful Connections

7.7%

Purchased another brand

9.3%

Had already purhcased an MG

24%

Pen. Rate for reactivated Leads

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