Case Study: International Supplier of Luxury Car Parts and Accessories achieves 45% cost reduction with Invensis

Luxury Automotive Spare Parts Dealer Instills Excellence Through Inbound Call Center

International Supplier of Luxury Car Parts and Accessories, an international supplier of luxury car parts and accessories, needed an inbound call center that matched the tone and positioning of its luxury brand. The company, which served customers for BMW, Audi, Mini Cooper, Porsche, Volvo, Saab, Volkswagen and Mercedes in the United States and Canada, was unable to handle the volume of inbound calls and turned to Invensis for support.

Invensis built a tailored inbound call center team, selecting agents with automotive backgrounds or an interest in cars and putting them through soft skills and product training before client assessment. The team handled tracking numbers, order statuses, phone orders, part specifications, and warranty questions, helping the customer achieve greater satisfaction, 99% order accuracy, decreased call wait time, and a 45% cost reduction.