A leading global aftermarket automotive retailer sought a partner to increase their operational effectiveness and enable them to leverage customer experience (CX) as a competitive advantage. The Startek® solution delivered immediate results, leading to a collaborative 9-year partnership.
A large organization operating under several brand names, our client had been managing CX through a series of independent efforts led by multiple internal business units. Each division worked independently and, as such, the organization had several siloed systems, tools and suppliers.
Our client was seeking a long-term partner capable of evaluating their existing tools and processes to create a roadmap that would take the client on a journey from delivering a fragmented CX to providing a consistent experience, rooted in their brand values, regardless of channel. In addition, our client wanted a partner that could work closely with internal teams to look beyond the contact center and connect experiences across the entire business.
Delivering a market-leading brand experience was recognized by our client as essential to achieving their sales goals. With this goal in mind, the success of the partnership would be measured in terms of revenue generated.
The Startek® Solution
Startek developed a three-step roadmap setting out a clear path forward:
1. Consolidate CX support to enable a consistent brand experience through high-quality interactions
2. Deliver economies of scale and enhance CX by aligning capabilities across the organization
3. Build brand loyalty and customer lifetime value through an omnichannel engagement strategy to deliver competitive advantage
Multilingual consumer affairs support providing English, French and Portuguese-language support across phone, email and chat interactions created a single point of contact for customers and ensures a consistent CX. By implementing an innovative omnichannel management solution, Startek facilitated a complete 360⁰ view of the customer, enabling agents to deliver faster resolutions.
By implementing a Sales Support team, the client's staff in stores were relieved of the burden of managing inbound inquiries and appointment booking, while customer inquiries were prioritized and sales opportunities maximized. To enable real-time appointment booking, Startek integrated the client's in-house booking system giving agents access to availability by store and stores the ability to see appointments as they are booked.
To build brand affinity and engagement, Startek devised a proactive social media strategy and implemented a dedicated Social Media and Communities Management team whose goal is to extend a positive brand experience across social channels including Facebook, Twitter, Instagram, WhatsApp and Amazon reviews. The team responds in real-time to brand mentions and tags from the client’s customers, celebrating positive experiences and ensuring that concerns are addressed quickly.
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