How ROI CX Solutions tripled quality output for an automotive partner
A disruptor in the automotive industry, our client consists of CRM and marketing consultants who saw a need to provide automotive dealerships with a profitable solution that sells more cars, creates a stronger business, and cuts costs. By using modern technologies, executing with precision, and communicating daily, they take the follow-up work off of the sales team’s hands while turning leads into real appointments.
Our client faced the challenge of not having enough internal resources to make the required volume of calls to reach a significant portion of their partner dealerships’ customer base. This led to difficulties in satisfying their partners’ needs and expanding their scope. They needed a cost-effective and high-quality solution that could help them increase their call volume and ensure partner satisfaction.
ROI CX Solutions proposed a two-step approach. First, we proposed agents from our Philippine and US offices, allowing us to scale staffing while implementing cost-saving measures. Secondly, ROI would fully integrate the existing CRMs with our telephony system, Five9. This would enable improved tracking of agent performance during calls for better results and data-driven intelligence.
By leveraging our two-step approach, ROI CX Solutions successfully nearly tripled the number of appointments set for all partnered dealerships. Additionally, despite the increase in the volume of calls handled by ROI, the percentage of kept appointments set by our agents remained on par with the internal team. This ensured that the high-quality service that the client was known for was maintained while significantly increasing the number of calls handled, setting a new gold standard on CX interaction for our partner.
ADDITIONAL BUSINESS AWARDED
During the peak of the campaign, our team size increased by an impressive 150% while we maintained our same level of responsibility. We devoted significant resources to training and equipping each new team member, enabling us to scale our operations with confidence. This ensured that we met and exceeded our partner’s expectations with our high-quality service, even with the increase in team size.
We are thrilled to have ROI CX Solutions exceed our expectations with their innovative approach to appointment setting. By utilizing their two-step strategy, we were able to triple the number of appointments set for partnered dealerships while still maintaining our high standard of quality. Their commitment to training and equipping our expanded team, even as it grew by an impressive 150%, allowed us to scale our operations confidently and set a new gold standard for CX interaction. We are proud to have set the bar high for our industry.