Case Study: Perrys improves overflow customer support with FM Outsourcing

Perrys handles 500 calls a month with FM Outsourcing

Perrys, a major automotive sales company, was facing challenges with its outsourced out-of-hours customer care. Their previous provider was missing calls and failing to pass on detailed messages, which risked damaging their reputation. To provide a true 24/7 service, they partnered with FM Outsource to handle their overflow support.

FM Outsource implemented a swift training program for its advisors and introduced robust escalation procedures and workflow automation via its customer care platform. This ensured no calls were missed and all interactions were automatically delivered to Perrys with a call transcript and summary. As a result, FM Outsource now handles an average of 500 calls per month, with advisors able to manage up to 20 calls per hour. The solution has allowed Perrys to protect its reputation and provide professional support to customers, even during stressful emergencies like motorway breakdowns.

Perrys