Case Study: UK Largest Motoring Organization increases answer rates with Hiya

How the UK’s leading motoring organization increased answer rates and impacted the bottom line

The UK Largest Motoring Organization, one of the UK’s leading motoring services providers, needed to improve contact rates across its high-volume sales and service call center. As more of its outbound calls were being labeled as spam or fraud, the organization’s trusted brand was being undermined and answer rates were dropping, making it harder to reach renewal customers, collect payments, and convert inbound leads. Hiya, using Hiya Connect, helped address this challenge.

Hiya implemented Hiya Connect to strengthen caller identity and restore trust in the organization’s outbound calls. After a 30-day trial and rollout, the company saw spam labeling drop to nearly zero, a 55.6% increase in call pick-up rates, and a 33% uplift in return calls. The dialler manager reported that the ROI was strong and that the brand logo was instantly recognizable, helping improve customer confidence and revenue performance.