Significant improvement in customer service at a premium car importer

British Automotive Holding

Automotive

2019

User Experience

Problem

Call analytics at British Automotive Holding lacked tracking, which limited their ability to monitor phone service on a large scale and in an automated manner. Furthermore, they did not have a system in place to monitor the quality of service offered during phone calls.

Solution

CallPage call recordings and call history enabled the company to regularly check the quality of telephone service, and the lessons learned translated into improved customer service over the phone.

Key takeaways

Introduction of a convenient solution for customer contact with the company. Higher ability to verify the quality of service. Improved response time. Increased focus on the level of customer service over the phone.

Both customer service and marketing and sales have seen a significant improvement in customer satisfaction with their interactions with BAH. This in turn results in better lead and revenue generation and keeps customers with us longer.

Krzysztof Chojnacki, Marketing Manager at BAH

About British Automotive Holding

British Automotive Holding is a part of the company operating since 1996. BAH was established at the turn of 2003 and 2004, when the authorities of the company decided to expand its activity. Since then the company has been importing and distributing premium and high luxury segment car brands: Jaguar and Land Rover. BAH operates in Warsaw, Katowice, Łódź and Gdańsk.

Why did British Automotive Holding decide to implement CallPage:

Results:

CallPage call recordings and call history enabled the company to regularly check the quality of telephone service, and the lessons learned translated into improved customer service over the phone.

Key takeaways:

Creating a channel for very fast communication.
Increased customer satisfaction.
New source of leads.
Faster customer service allows you to serve more people.