Case Study: Europcar Mobility Group boosts contact center performance and customer experience with BearingPoint

Europcar Mobility Group cuts customer care costs 9% with BearingPoint

Europcar Mobility Group, a major mobility service company, sought to enhance its customer experience and optimize costs by revamping its contact center operations. To achieve this, they partnered with BearingPoint for support in transforming their customer care activities through a new operating model and improved processes.

BearingPoint implemented a solution that streamlined processes, reduced the number of outsourcing partners from 11 to 3, and introduced new tools like chatbots and an enhanced Salesforce CRM. This resulted in a 9% reduction in operational costs and a 5% increase in contact center revenues for Europcar Mobility Group, while significantly improving customer response times.

Europcar Mobility Group