Case Study: Valvoline decreases AHT and boosts coupon engagement with Capacity SMS Virtual Agents

Valvoline cuts AHT by 20 seconds with Capacity

Valvoline, a leading global supplier of automotive lubricants and services, faced challenges with its customer coupon program. Their contact centers relied solely on email, which resulted in low send and redemption rates, agent errors, and long customer hold times. To address these inefficiencies, Valvoline partnered with Capacity to implement a new solution.

Capacity integrated its business texting solution with Valvoline's existing NICE CXone platform, enabling agents to send MMS picture coupons directly via SMS. This solution led to a 20-second decrease in average handle time, a 76% increase in coupon send rate, and an 8% increase in coupon redemption rate. By implementing Capacity's technology, Valvoline significantly improved both operational efficiency and customer engagement.

Valvoline