Case Study: BuyaCar cuts call abandonment 33% and cancellations 25% with Natterbox

BuyaCar - Customer Case Study

BuyaCar, an online-only car retail expert operating since 2002, needed a phone solution that would route customers directly to their personal account manager, integrate natively with Salesforce to capture all inbound and outbound call data, and meet FCA security requirements for taking payments and recording interactions. To meet these needs the company selected Natterbox and its Salesforce-integrated telephony system.

Natterbox implemented native Salesforce call routing, call recording with payment-sensitive pausing, and full visibility into call activity, giving BuyaCar a 360° view of 300+ daily calls and 100% call visibility. The solution reduced call abandonment by 33% and cancellations by 25%, improved complaint handling, coaching and training through sampled recordings, and supported business continuity during remote working—with plans to expand Natterbox mobile capabilities.

BuyaCar

Alex Withington

Sales Director