Case Study: a luxury car brand achieves seamless omnichannel customer support with Harte Hanks

Luxury Car Brand resolves 75% of customer requests with Harte Hanks

Harte Hanks partnered with a luxury car brand that was struggling with an outdated and inefficient customer care operation. The brand's repurposed marketing database and call center model could not handle basic inquiries, leading to high costs and customer dissatisfaction. The advent of new digital channels further complicated their efforts to provide effective post-purchase support.

Harte Hanks migrated the client to an Oracle Service Cloud solution, creating a fully integrated CRM with a robust self-service portal and a comprehensive knowledge base. This omnichannel approach provided agents with complete customer histories and integrated a dedicated portal for dealerships. The solution achieved a 75% exit percentage, meaning nearly all customer requests are now resolved without human assistance, dramatically improving efficiency and customer satisfaction.