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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
Detroit, MI
Working with SPAR since
Big 3 Auto Manufacturers
SPAR  by Numbers



Completed Projects



In the Industry



Metric 3



Metric 3
Completed Projects
Years in Business
Year Average Client Partnership
Technologies Supported

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  • 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
  • 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

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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