Scalable enterprise platform

How we Helped a Leading Auto Manufacturer Improve its CSAT and NPS Scores and Operational Efficiency

company overview

The company is recognized as one of the world's leading auto manufacturers
The company stands out in its industry due to its unique approach to product design, manufacturing, and distribution, which involves an extensive network of dealers
The company's network comprises over 13 contact centers supporting dealers and customers

Location

Detroit, MI

Industry

Automotive

Employees

408,000

SPAR by Numbers

‍

1000

+

Completed Projects

15

Yrs

In the Industry

140

+

Metric 3

$100

m

Metric 3

1000

+

Completed Projects

20

+

Years in Business

6

+

Year Average Client Partnership

100

+

Technologies Supported

challenges

The presence of multiple customer and dealer-facing contact centers running separate applications resulted in fragmentation and lack of consistency in customer interactions
Contact centers struggled to handle high volumes of customer inquiries efficiently, causing delays in resolving customer issues
There was a requirement to improve CSAT and NPS scores
Difficulty in navigating complex systems and applications affected employee efficiency

solutions

Identified improvement opportunities in applications across contact centers, leading to cost savings, risk mitigation, and enhanced CSAT and NPS
Implemented an integrated Service-Oriented Architecture (SOA) platform to replace complex legacy systems, consolidating 26 platforms into a unified application
Enforced an integrated application that blended multiple contact channels (telephony, email, chat, whitemail), providing an efficient communication platform
Enabled intelligent routing to ensure calls were directed to the appropriate team members, reducing wait times

‍

Solution Offered: Verint Integration

‍Must Explore Services:

Knowledge Management Solution

Omni-Channel Solution

Unified Desktop Solutions

Verint Workforce Optimization

results

The company improved its CSAT scores, reduced wait times, saved operational costs and over $1.0 million annually in outsourced technology expenses.

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