Case Study: Inchcape achieves after-sales growth and 50% outbound productivity gains with Genesys

Car dealer centralizes contact center to boost after-sales business volumes and improve customer

Inchcape, a UK retailer of premium car brands (Audi, BMW, Jaguar, Land Rover, Mercedes‑Benz), faced fragmented after‑sales service: customers phoned or visited local dealerships, bookings were often missed, and outbound outreach was manual and inconsistent. This left dealers stretched handling walk‑ins and calls, limited proactive customer contact, and lost service revenue.

By centralizing after‑sales into a 95‑agent contact center powered by the Genesys platform (with integration support from Dimension Data), Inchcape automated outbound dialing, personalized agent scripts, and email NPS surveys, freeing dealers to focus on customers. The result: a 30% increase in inbound after‑sales calls captured, a 50% boost in outbound productivity, measurable after‑sales revenue growth in a slowing market, and a CRM function transformed into a profit center.

Inchcape

Sharon Adams

Sales and Service Manager