How we Helped a Leading Auto Manufacturer Improve its CSAT and NPS Scores and Operational Efficiency
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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
Working with SPAR since
Big 3 Auto Manufacturers
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
results
The company improved its CSAT scores, reduced wait times, saved operational costs and over $1.0 million annually in outsourced technology expenses.
