Automotive

Shifting The Customer Experience Into Top Gear

The challenges facing the automotive industry are complex and fast moving. Mobility-as-a-Service (MaaS), electric vehicles (EVs), autonomous vehicles (AVs) and connected cars are fundamentally changing the way people experience mobility. But the way forward is clear. Provide a premium customer service experience that is more connected than the competition – and your customers will keep coming back.

We have over 50 years’ experience of putting customers first. We help automotive brands stand out from the crowd by delivering superior service across the entire customer journey – and 22 car manufacturers trust us to do this globally through our strategic alliances.

Our consultative approach and innovative services help to build solutions that support your business – and thrills your customers. Backed by intelligent technology, from chatbots to predictive analytics, we’re there for your customers 24/7 – across every channel and device. With a 360-degree view, we can see and treat your customers as individuals – and deliver the exceptional customer service experience.

Your Challenges. Our solutions.

Surviving The Autonomous Driving Era

To thrive manufacturers need to move towards a more agile, customer centric business model to attract consumers and build loyalty. Our services put your customers in the driving seat, optimising their journey and enhancing their experience.

Connecting The Customer Journey

Today’s consumers expect the same connectivity as their cars. They demand a consistent and seamless experience. We help customers engage with your brand on their terms, on any channel or device, at any time.

Differentiating Your Brand

Building brand loyalty can be challenging. Offering a premium customer service is a powerful differentiator. We add value at every stage of the customer journey, elevating the customer experience from query resolution to personalised customer care.

Achieving Premium Positioning

To win market share the service must feel as premium as the vehicle being purchased. Our 360-degree view of the customer solution collates all data, allowing you to predict next best actions and provide a truly personalised experience that adds value.

Driving Up Revenues

Automotive manufacturers must reach out to customers at the right time during the buying journey to ensure sales, affinity and loyalty. We help you understand your customers, provide value-added services and proactively contact them with meaningful offers.

Engaging Hard-To-Reach Millennials

For the millennial generation, the customer experience is everything. It has to be fast, relevant, and universally connected – and driven by values they trust and understand.

3500

Leads worth £2.6 million generated annually for Groupe Renault

242000

Same day finance applications paid out annually

Seconds reduced average handling time (AHT) for Groupe Renault

600

People employed across our automotive customer service partnerships in the UK

Our Services. Your Way.

We work collaboratively to understand your vision and strategy – and determine the best solution for you and your customers.

Automotive Customer Service

We design, deliver and differentiate customer service for the world’s leading automotive brands. This includes leveraging the latest tech and fully immersing agents in your company culture, to create a high quality, scalable solution

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End-To-End Financial Customer Service

We integrate front and back-office processes to deliver secure and compliant financial customer services. Our FCA-accredited team manages the entire customer life cycle, from finance plans to pay-outs, to ensure a seamless customer experience.

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Social Media Management

We offer a range of social media solutions designed to accelerate response times and boost customer loyalty – from customised communication strategies and proactive channel management through to monitoring and reporting.

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Consultation & Transformation

Our consultation process is designed to gain in-depth understanding of your business and customers. Mapping the customer journey lays bare your services from the customer point of view, so together we can work to optimise them.

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Single View Of The Customer

Our 360-degree view of the customer solution provides in-depth insight into consumer behaviour, enabling us to optimise touchpoints and guide next best actions for agents, to drive consistent and personalised experiences.

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Automation & Agent Augmentation

Our ProcessAutomate (RPA) solution drives efficiency across repetitive back-office processes. Intuitive desktops, infused with AI, guide agents through customer contacts, improving speed, cutting costs, and allowing agents to focus on high value tasks to drive revenues.

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Online Car Sales Support

We help companies to move the purchasing journey online, with intuitive design, chat support and other web-based services.

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Acquisition and Retention Campaigns

When you understand your customer there are opportunities to reach out with personalised offers and upsell opportunities. We help design and implement acquisition and loyalty programs that have a real impact.

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Who we work with

Read Our Client Case Studies

Our Industry Insights

The Countdown to 2030: Preparing the industry for the electric vehicle take over

As the UK automotive industry faces a once in a generation transformation, we ask four of its leading experts what the journey to 2030 and the transition to electric vehicles currently looks like. Alongside award-winning journalist Quentin Willson, hear from leaders at LKQ Euro Car Parts, The AA and Lloyds Banking Group.

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Four customer service strategies for survival in the era of the connected car

Our white paper discusses four key strategies that manufacturers can implement to adapt to digitalisation and deliver an outstanding customer service experience that builds loyalty and creates value for the consumer.

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The ultimate guide to social media customer service for automotive brands

Our guide provides tips and strategies to help you fine tune your customer service via social media to improve the customer experience, maximise brand loyalty and grow market share.

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Accelerating the customer experience: How automotive brands can create a 360-degree view of the customer

This white paper explains how you can gain a 360-degree view of your customers, to be able to track and understand their behaviours, to deliver an outstanding customer service experience.