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Our client, a prominent tire manufacturer and automotive service center, boasted a vast network of over 2,000 retail locations across the US. Each year, they field a staggering 36 million calls from customers seeking assistance and information. For this tire manufacturer, the key to success lies in setting appointments during these calls, as this translates to more foot traffic in their retail stores.
However, their existing telephony platform and CRM systems were not up to par, hindering their ability to achieve their desired objectives. Determined to overcome this obstacle, they sought assistance in evaluating their call analytics capabilities and deploying new tech-led solutions. They envisioned a future where all their technology was owned and controlled by them, ensuring greater flexibility and control over their operations.
In their quest for a solution, the tire manufacturer turned to ResultsCX – their trusted partner in customer experience management (CXM). Building on our long-standing relationship and vast industry expertise, we embarked on a journey to partner with them: our goal was to transform their customer experience and accelerate their business growth.
Our experts, drawn from multiple disciplines, including Analytics, IT, and Process Engineering, and Digital Sales Solutions, joined forces with the client’s internal stakeholders to tackle the monumental task. The project started with open conversations, as we delved deep into the inner workings of the client’s operations–from chatting with internal employees to collaborating closely with the retail staff.
Next, we meticulously evaluated multiple third-party vendors, both old and new, seeking the perfect fit for the client’s needs. Equipped with in-depth insights, we translated our discoveries and recommendations into a detailed technology roadmap for the client, paving the way for CX transformation.
By enabling the client to take ownership of the technology, we ensured they are no longer dependent on external tech partners, granting them greater control over their operations and future projects.
The client has started implementing our technology recommendations and customized process flows to efficiently manage their substantial inbound volume and enhance their CRM capabilities. This initiative also aims to improve service quality through innovative features like SMS, AI, and Gen AI.
Delighted with our collaborative approach involving their internal teams and third-party vendors, and our tailored recommendations for their existing systems, the client has expanded our mandate. We are now tasked with partnering with them to help guide the rollout of technology solutions across their 2,000+ retail locations and their contact center.
